Help Scout
Help ScoutReviews from AWS customer
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Help Scout helped us streamline our real-time operations during COVID-19.
What do you like best about the product?
Multi-functional tool that has all the features needed to build an Operations team. Simple to use and user-friendly enough that our off shore Ops team in India can use it daily to complete tasks & stay connected.
What do you dislike about the product?
- Email formatting
- Formatting for text
- Formatting for text
What problems is the product solving and how is that benefiting you?
- Emails/Communication
- Using separate/multiple tools
- Metrics/Reporting
- Organization
- Wiki articles
- Using separate/multiple tools
- Metrics/Reporting
- Organization
- Wiki articles
Very simple and easy to implement Help Desk system
What do you like best about the product?
Very well designed, keeping all the key features very simple to understand and accessible. Easy to train team members to use it. Also the account manager at HS is very helpful with onboarding training and etc process.
What do you dislike about the product?
Polish: Still need to make a few enhancements that all pages and forms are mobile optimized. For example, once the customer click on a feedback link, that landing page is not mobile optimized. Also, the iOS app should have more features like edit Subject Line, Customer Info, etc.
What problems is the product solving and how is that benefiting you?
Implement a help ticket system beyond email. HS does exactly that. It improves our internal efficiency and external customer support effect.
Excellent user support & education platform
What do you like best about the product?
Help Scout allows us to help solve issues with our users quickly and efficiently via email and chat support, and the widget which we've embedded both in the signup process of our app for patients and inside of our clinic staff web portal.
We use the Knowledge Base feature as well and have made two separate knowledge bases – one for patients and one for clinic staff. We use them to onboard new clinic users and as a self-help option for both clinic staff and patients.
I personally find the reporting feature in Help Scout useful. The happiness report is a great feature for boosting morale among the customer service team because we can see user feedback and ratings on our support (which is always good, thankfully!).
We use the Knowledge Base feature as well and have made two separate knowledge bases – one for patients and one for clinic staff. We use them to onboard new clinic users and as a self-help option for both clinic staff and patients.
I personally find the reporting feature in Help Scout useful. The happiness report is a great feature for boosting morale among the customer service team because we can see user feedback and ratings on our support (which is always good, thankfully!).
What do you dislike about the product?
I honestly can't think of anything I dislike about using Help Scout.
What problems is the product solving and how is that benefiting you?
Before using Help Scout, we were just using Gmail for user support and it was difficult to keep track of the progress of each query. Now that we're using Help Scout, we have several automated rules set that sort the queries into different categories such as patient, clinic staff, which clinic they're from, and the kind of issue they're facing. We also have some custom workflows where we can sort emails into patient and clinic feature requests and improvement suggestions for our platform, which is helpful from a product management perspective.
Help Scout has also been our first attempt at having user help centres (knowledge bases), which have been helpful in training new clinic staff as well as giving somewhere for patients to learn about the features of the app.
Help Scout has also been our first attempt at having user help centres (knowledge bases), which have been helpful in training new clinic staff as well as giving somewhere for patients to learn about the features of the app.
I love this app more every day!
What do you like best about the product?
I love that we can use one email account, yet have multiple people responding to those incoming emails. Being able to make assignments is invaluable.
I love that we can have private conversations/notes that are attached to a customer conversation, that gives us a thread to be able to look back on to remind us why we came to a solution we came to.
Saved replies are so helpful. Tags are so helpful. Everything is so very helpful.
I also love the integration with Shopify. I love that I can see a customer's order information at a glance from within my conversation with them.
And I especially love that links to previous conversations show up in the sidebar within a conversation. This is so very helpful!
I love that we can have private conversations/notes that are attached to a customer conversation, that gives us a thread to be able to look back on to remind us why we came to a solution we came to.
Saved replies are so helpful. Tags are so helpful. Everything is so very helpful.
I also love the integration with Shopify. I love that I can see a customer's order information at a glance from within my conversation with them.
And I especially love that links to previous conversations show up in the sidebar within a conversation. This is so very helpful!
What do you dislike about the product?
This is not a dislike, per se, just something I wish the app did. Sometimes a team member will assign a conversation to me with a note. The note is a reminder for me to document something. When I'm done documenting, I want to assign the conversation back to that team member, as well as close the conversation. But I can't seem to do both with the controls at the top of the conversation window. I only seem to be able to do both when I'm actually writing a note or replying.
What problems is the product solving and how is that benefiting you?
We used to use Apple Mail with the same email account installed on our computers, and then we would use flags to assign issues to each other. HelpScout has made this process so much easier, and it makes so much more sense. The app is built in such a smart way that almost anything I wish it did, it does. It has really made our team much more efficient, and able to solve customer service issues quickly and professionally, without stumbling over technology issues.
Always exceeding expectations!
What do you like best about the product?
Helpscout is not only a company that consistently surprises us by having a solution to our needs, but they are an inspiration in the way they run their own business. From customer service skills, remote work or even email templates, we gain so much from this relationship.
What do you dislike about the product?
Android app doesn't yet include helpdesk articles. Wish conversation editor had a few more styling options.
What problems is the product solving and how is that benefiting you?
Helpscout reduces support requests, helps us handle the ones we get efficiently and even helps us sell the product. We've saved tons of time, delighted our customers and gained insights on how to improve.
Recommendations to others considering the product:
If you are SMB that relies on online support (email/chat), these guys are the best. I've tried and support Zendesk for enterprise environments and have demo'ed most of the others over the years (Desk, Freshdesk, Groove). Yes, the Helpscout's software was less cumbersome than others, but most importantly, over several years they've shown. "they get it!" They understand good service is about being relatable. They get that small efficiencies and delights matter. They get that if a feature isn't used often, it can get in the way. They get that you must practice what you preach. They get that innovation and improvement sustain our collective success. If you choose them, you'll probably spend the next years discovering new capabilities that make you more efficient and delight your team and customers.
Great product to stay in touch with clients with a lot included
What do you like best about the product?
I love that you get so much included in the price but also the products offered are of high quality and an asset to the business - knowledge base, live chat with beacons, the email management system itself, plus all the ways you can organize and sort your incoming messages.
What do you dislike about the product?
Some features are still being developed (and the team lets you know this), which would make the flow easier, but this is seriously nitpicking considering updates are added all the time.
What problems is the product solving and how is that benefiting you?
We've expanded to live chat, we've grown a public Knowledge Base (self-solving problems - yasss), and we have started automated responses to help members better resolve their problems and connect faster. We've also realized how useful having team members and pooled emails can be to expediting work - traffic cop helps us prevent double-replying, which was an issue with our Gmail inbox. Basically, we're on a whole other level!
Professional and deliver a professional job !!
What do you like best about the product?
We are bolder and more professional thanks to the contribution of this powerful tool for simplified customer service. This platform is an all-in-one, which helps us balance everything that customers need to be happy. Mailboxes are now kept on the same page, making it easier for staff to manage these emails, using the same automation that serves to move quickly and, at the same time, provide customers with a useful and human experience by understanding their needs and finding the best solutions to your problems.
What do you dislike about the product?
It is a fast and simple platform, on the one hand its simplicity is convenient since it is effective in terms of certain functions, however, the limitation is noted especially in advanced customization features. It is not a serious problem, so we do not put much emphasis on this aspect and we continue working with it, adapting to its functions and obtaining the best results in a short time.
What problems is the product solving and how is that benefiting you?
We keep clients on a proactive flow of care by embedding help articles directly on your website allowing them to get answers instantly. We solve a problem or even close a sale in real time by feeding on the live chat function. We receive the clients' concerns at all times, so that if no one from the team is available to attend to their request, they will be sent without problems to email without generating any confusion.
Recommendations to others considering the product:
They make the public relations management of companies more effective, and even become human, facilitating an interaction focused simply on the benefit and customer care. Its powerful tools provide a problem solving facility with which satisfying the needs and concerns of consumers is much easier, dynamic and professional, making daily work much more efficient and pleasant, highlighting at this point the automation of the platform.
Help Scout is easy to use and makes tickets easy to answer
What do you like best about the product?
The interface is clean and easy to use. The hot keys make responding and closing quick and easy.
What do you dislike about the product?
Would like a better way to see the full list of tickets from someone without having to toggle completely out of the inbox into search.
What problems is the product solving and how is that benefiting you?
We are answering emails to an info@ inbox and so we see a lot of emails with questions and also problems. Help Scout makes it so easy to categorize the wide range of issues into different groups for easy assigning.
Recommendations to others considering the product:
If you need something that is easy to use and also allows for creating subgroups of tickets, help scout is great.
HelpScout Review
What do you like best about the product?
HelpScout makes it easy to search for tickets and reassign to the appropriate person.
What do you dislike about the product?
The automatic workflows don't always seem to work correctly and HelpScout can occasionally be glitchy. When you go to reassign you can only do one action at once and the ticket disappears from your view as soon as you select an option.
What problems is the product solving and how is that benefiting you?
It helps with incoming customer requests and streamlines where they go. Searching in general is easy but HelpScout also makes it easy to bulk assign or search by assigned tickets.
Your customer service team is wonderful
What do you like best about the product?
Its interface has a fairly simple and easy-to-understand design, which allows me to navigate the system without any problems, and it has also allowed me to have a much more orderly handling of the inter-departmental communications of my company, since that has excellent tools for internal communication through its email platform, which allows us to send and receive messages in a fairly simple and business-like way, so we should not give our personal accounts to our clients and this is something that generates much more confidence for me due to security issues. Their customer service team is wonderful, they answer any questions or concerns in a two-by-three, also has excellent options for issuing reports which allows me to see quite interesting statistical data, which allows me to make a much more objective decision in case if necessary to adjust any part of the process
What do you dislike about the product?
Although I really like the way the interface is designed, I think that perhaps it should allow customization of the initial screen, since many times I do not use all the functions that they show me and I would like to have much more direct access to the functions I use the most.
What problems is the product solving and how is that benefiting you?
Mainly it has been helping me to improve internal communication between my employees through its email platform, since it shows in a much simpler and more dynamic way all the necessary communication to achieve excellent communication between my employees, which I It is very useful when disseminating information or conducting inter-consultations between departments.
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