Help Scout
Help ScoutReviews from AWS customer
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HelpScout has united our Mailboxes and Helped our customers immensely
What do you like best about the product?
The ability to customize almost everything. The free beacon and knowledge base is my favorite. It lets my customers communicate live with the team and answer their own questions.
What do you dislike about the product?
Nothing! I cannot think of anything I would change about the platform or the support services.
What problems is the product solving and how is that benefiting you?
Helpscout helped us migrate multiple mailboxes, create a site bot for live chat/communications, and allowed us to have an easily Integrable knowledge base.
Simple Ticketing system that works!
What do you like best about the product?
I love the simplicity of Help Scout and how easy it is for my Support agents to use. It's no-frills and their API integration is great.
What do you dislike about the product?
As most similar platforms, Help Scout tends to have frequent outages. This can make it incredibly difficult for customers to email and at times, it has created a Support burden.
What problems is the product solving and how is that benefiting you?
The main problem I'm solving with Help Scout is agent efficiency. It's clear to agents what are open tickets and ready to be taken. Their granular categorization of tickets allows for better reporting.
Recommendations to others considering the product:
If you're looking for a knowledge base in addition to Email, Help Scout offers this and has easy linking within the app.
Support software with horrible support.
What do you like best about the product?
The UI is clean and pretty straightforward.
What do you dislike about the product?
The support staff is very disappointing. Pre-sales is non-existent. So if you have questions good luck trying to get them actually answered. I sent several inquiries about trying to speak with someone about my very specific use case. And only got generic canned responses. I attempted to sign up for their "demo." They indicated they would do a Q&A at the end. It felt like this was a pre-recorded webinar. When I attempted to ask my questions. I did get a response! That said they would email me and point me in the right direction. Again, didn't answer my questions.
What problems is the product solving and how is that benefiting you?
We are trying to provide basic support and a knowledge base for our customers.
Recommendations to others considering the product:
Do expect any quality of support when using this software. I had specific questions but were not overly complicated. Impossible to get an answer out of them.
Easy to use email-based support system, and great support from the team
What do you like best about the product?
We did a thorough evaluation of alternatives to our previous help desk (Zendesk). Given that our company was primarily relying on emails to offer support and that we required integration to tools such as our CRM and Jira, HelpScout looked like an excellent product for us and had a competitive price. We started with a free trial, and I cannot stress enough how much the HelpScout team has been helpful and easy to communicate with, answering all my questions.
A few months after starting using HelpScout, I can say that it delivered its promises. It is straightforward to set up and use. The UX is excellent, with helpful keyboard shortcuts and workflows to make our team more efficient. HelpScout emails are also a step up for the customer experience, who appreciate the seamless support.
A few months after starting using HelpScout, I can say that it delivered its promises. It is straightforward to set up and use. The UX is excellent, with helpful keyboard shortcuts and workflows to make our team more efficient. HelpScout emails are also a step up for the customer experience, who appreciate the seamless support.
What do you dislike about the product?
There are just tiny details that could be improved according to me:
- native translation feature for the FAQ section (Docs)
- some limitations in the workflow setup
But we managed to find workarounds with the Help Scout team's help and are glad we managed to discover this great product.
- native translation feature for the FAQ section (Docs)
- some limitations in the workflow setup
But we managed to find workarounds with the Help Scout team's help and are glad we managed to discover this great product.
What problems is the product solving and how is that benefiting you?
- Clearer communication with our clients, who are more satisfied with our support
- Better help desk UX
- Cost reduction for our help desk
- Rethink our workflows and support organization
- Better help desk UX
- Cost reduction for our help desk
- Rethink our workflows and support organization
Help Scout is a Help Desk with enough features to be helpful (but nothing mind blowing)
What do you like best about the product?
It was a simple product to use, and was a million times better than having agents manage customer requests in individual inboxes. Their tagging, contact management, and visibility into the queue are all perfectly adequate.
What do you dislike about the product?
Help Scout does not have the depth of features that I came to depend on in other help desk softwares (like ZenDesk) so I ultimately made the decision to move away from it. But for a company with modest incoming requests I believe this would not be a problem.
What problems is the product solving and how is that benefiting you?
Moving from individual email inboxes (or a shared gmail inbox) to Help Scout was an amazing step to improving our customer request response time and management. Help Scout makes things simple and organized immediately. Also working with their own support team was always a very nice experience.
Great references to clear your mind when the queue is cleared.
What do you like best about the product?
Holiday playlist, virgin Piña coladas, and historical references. Great job.
What do you dislike about the product?
The OK rating is not really ok, it makes the general score lover and it should be neutral or just leave great and bad.
Really too many questions here to add a great review. have not really read at the end
Really too many questions here to add a great review. have not really read at the end
What problems is the product solving and how is that benefiting you?
Customer service. The program is great.
Super intuitive UI, lightning fast--almost perfect!
What do you like best about the product?
Speed, lightweight feel, keyboard shortcuts, responsive UX, everything necessary is right at hand and not cluttered with extraneous stuff, very friendly and knowledgeable customer service, competitive price. Superior in many ways to Desk.com, which we used until it was terminated.
What do you dislike about the product?
Lack of a "unified inbox" to see cases assigned to multiple teams across multiple mailboxes (this was almost a deal-killer for us, but we've made do, and the other benefits outweigh this con) and a sense from talking to CS that they aren't super interested in feature requests from end-users. No native integration with social media for CS to support those channels (there are third-party integrations available, but we haven't yet set them up).
What problems is the product solving and how is that benefiting you?
Dumping Salesforce Service Cloud Lightning, which is literally the worst piece of software we've ever used
Recommendations to others considering the product:
It may not be as big of a name as the heavyweights like ZenDesk and FreshDesk and such, but it has everything that SMBs need for easily providing customer support in a super efficient, easy-to-use package. Absolutely worth at least testing out when considering a help desk solution.
What you want VS what you get
What do you like best about the product?
Help Scout is easy and has a very natural navigation, tagging a ticket is very easy, as well creating process flows. The best feature I've encountered so far was the integration with Slack - the ability to seamlessly monitor the activity of the various communication channels through the same collaboration tool that our company is using for daily communication is a tremendous help, although I suspect that it will overwhelmingly grow to the point, where we will need to create multiple channels in Slack to accommodate various communication channels in Help Scout.
What do you dislike about the product?
This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited. Although the number of support 3rd party application is constantly growing, I find it still very cumbersome to escalate tickets to development teams, imitating an Agile development environment. One of the major issues I find is the lack of continuity in the Slack integration for chat discussions - the lack of visibility to agent's responses, makes the integration seem almost useless.
What problems is the product solving and how is that benefiting you?
Supporting our customers through the email and chat channels have never been easier with Help Scout, the seamless integration to our main collaboration tool, which is Slack, provided the needed automation for message forwarding. The main reason for using Help Scout with all its possible integrations is to eliminate the need of managing large number of users in multiple environments, facing the chance of loosing visibility and allowing issues and untracked tickets to fall between the cracks.
Good core product, poor SDK
What do you like best about the product?
The main tool where you deal with queries is very solid and a big improvement over email
What do you dislike about the product?
The iOS SDK has been turbulent and it often feels like I am the one doing the testing on it.
They have also put their prices up several times in recent years.
Also, there is a big push into services like chat which don't really apply to my business, but seem to be at the expense of the quality of the product as a whole. Or at least, I believe that's where some of the issues in the iOS SDK came from.
They have also put their prices up several times in recent years.
Also, there is a big push into services like chat which don't really apply to my business, but seem to be at the expense of the quality of the product as a whole. Or at least, I believe that's where some of the issues in the iOS SDK came from.
What problems is the product solving and how is that benefiting you?
Customer support
Outstanding tool, exceptional service
What do you like best about the product?
Email management is a breeze with the ability to set-up workflows, assign team members, and observe a variety of metrics about how work gets done by the team and team members. The support is my favorite part. Any tool this complex that can serve a variety of businesses needs means you will inevitably need support. I've thrown all manner of questions at the Help Scouts Staff. Due to my technical background, I can get just technical enough to confuse myself and I've certainly over-explained myself in an email to them. They are able to decipher my madness and usually provide three or more options while welcoming more of my madness. Their customer service is 2nd to None.
What do you dislike about the product?
The search tool is the "if I have to complain about something..." option. An update implemented about 3-6 months ago (COVID 19-TIME-WARP POSSIBLE) made the search feature a great deal faster, reliable, and accurate. It still has difficulty with more complex searches with generic search criteria, but I do not envy the task of filtering through the massive amount of information for phrases like "product return" that can match a multitude of emails.
What problems is the product solving and how is that benefiting you?
Finding inefficiencies is the biggest benefit. Whether it is an unnecessary number of email replies or discovering where an employee is struggling, the metrics are beyond beneficial. I've been able to discover where an agent's knowledge gaps exist based upon the amount of time between them opening and closing an email or how many replies they've sent. The happiness scores also allow us to fine-tune some emails that are technically flawless but require greater consideration of a customer's interpretation. Also, being able to quickly route, tag, note, and forward emails based upon specific criteria through workflows means I have time to manage, lead, and train my team instead of the work! After all, isn't that what we want SkyNet to do?
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