Help Scout
Help ScoutReviews from AWS customer
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EASY MANAGEMENT
What do you like best about the product?
It is great for content management and allows you check performance of your content with audience
What do you dislike about the product?
It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom
What problems is the product solving and how is that benefiting you?
Helpscout helps us to have a content management system for the users as well as effectively manage our customer representatives.
Help Scout is useful to everyone for easy access of work
What do you like best about the product?
Friendly user and everyone easily uderstand about the app
What do you dislike about the product?
Nothing and there is only minor thing and those are not important
What problems is the product solving and how is that benefiting you?
All the mails are visible in helpscout and there is sub folders in mailbox
My team and I LOVE Help Scout
What do you like best about the product?
We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature.
What do you dislike about the product?
Actually, no downsides - Help Scout is fantastic for our CS team.
What problems is the product solving and how is that benefiting you?
Help desk management:
tracking emails & replies.
Tagging system.
Love the workflows to automate everything.
tracking emails & replies.
Tagging system.
Love the workflows to automate everything.
Saved replies crippled
What do you like best about the product?
I liked and appreciated the ease of use of saved replies in my daily workflow easily including saved images, for over 5 years
What do you dislike about the product?
The crippling of saved replies, now when you save a reply, all images are stripped from the reply, now you must create a new process for creating a saved reply adding more work to what was a simple process.
What problems is the product solving and how is that benefiting you?
Crippling the saved replies section of the application has ruined a very useful prooduct.
Great email management tool for your company
What do you like best about the product?
Smooth UI/UX, ability to set up automatic and manual workflows
What do you dislike about the product?
Can get buggy at times, reports may have caching issues
What problems is the product solving and how is that benefiting you?
Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively.
Best way to provide support
What do you like best about the product?
Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far.
What do you dislike about the product?
There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience.
What problems is the product solving and how is that benefiting you?
We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions.
Easy to to escalate and collaborate
What do you like best about the product?
I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket.
What do you dislike about the product?
I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS
What problems is the product solving and how is that benefiting you?
when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket.
My favorite inbox management system!
What do you like best about the product?
I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other.
What do you dislike about the product?
I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd.
What problems is the product solving and how is that benefiting you?
Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams.
Help Scout Review from a Customer Support Team Lead
What do you like best about the product?
The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams.
What do you dislike about the product?
The keyboard shortcuts sometimes block certain actions - I often find when trying to tag that the system thinks I'm using a shortcut & then follows a ticket, not tag.
What problems is the product solving and how is that benefiting you?
Organizing types of customer tickets by team/topic or even individual.
Great
What do you like best about the product?
I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized.
What do you dislike about the product?
It sometimes can get a little glitchy when adding images to replies.
What problems is the product solving and how is that benefiting you?
The ability to handle a high volume of tickets and ensure their proper routing to the appropriate teams is a crucial aspect of using Help Scout. Managing this process efficiently guarantees that each ticket receives the attention it deserves, leading to prompt and accurate resolutions.
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