Help Scout
Help ScoutReviews from AWS customer
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Awesome, lightweight Help Desk for growing customer-centric businesses
What do you like best about the product?
Help Scout is easy to set up, use, and manage. There are built in features—like Beacon, workflows, custom fields/tags, and reports—that enable you to start building powerful processes for your organization right out of the box. And the content Help Scout puts out is insightful, inspirational, and practical for organizations hoping to build a customer-centric Support organization. Plus (and perhaps unsurprisingly), they have some of the best customer support around!
What do you dislike about the product?
Help Scout is an excellent tool for small and medium businesses. Their tools are powerful enough to manage a high support volume coming from thousands of users, with dozens of team members. But there is a limit to the built-in, easy to use functionality.
As processes become more powerful, the built in features (workflows, custom fields, tags, and reports) might not be functional enough to handle them. Depending on the complexity of your setup, the data you'd like to gather, and the level of automation you'd like to enable on your team, you might quickly find yourself reaching for Help Scout's API to build custom apps and behind-the-scenes workflows. This is fine if you have a developer on your team, but many Support organizations don't.
There may be a time when you 'outgrow' the features Help Scout offers and find yourself reaching for a more powerful (and more expensive) alternative.
As processes become more powerful, the built in features (workflows, custom fields, tags, and reports) might not be functional enough to handle them. Depending on the complexity of your setup, the data you'd like to gather, and the level of automation you'd like to enable on your team, you might quickly find yourself reaching for Help Scout's API to build custom apps and behind-the-scenes workflows. This is fine if you have a developer on your team, but many Support organizations don't.
There may be a time when you 'outgrow' the features Help Scout offers and find yourself reaching for a more powerful (and more expensive) alternative.
What problems is the product solving and how is that benefiting you?
Help Scout enables us to connect with and support many thousands of users, through multiple channels (email, chat). The tool also offers self-service options, which our users love! Their Beacon feature provides access to all of these help options directly in our app, which is an awesome user experience that enables us to meet users where they are and connect with them on their terms.
Help Scout has been wonderful!
What do you like best about the product?
Help Scout's customer service has been fantastic. They've been super responsive, and always willing to help us figure out now ways to improve our workflows.
What do you dislike about the product?
The reporting API connection is not the most user friendly, and exporting data from Help Scout has proven to be more difficult than we'd like.
What problems is the product solving and how is that benefiting you?
We've been able to create work flows to automate where certain contact forms go, who handles them, and ultimately create reporting based on those workflows.
Recommendations to others considering the product:
Reporting is nice from their provided dashboards, but exporting that to your own dashboards and manipulating that data is difficult.
Help Scout Review
What do you like best about the product?
The reporting on customers/users is very helpful in determining how to best service our customers and users.
What do you dislike about the product?
I would like easier options to un-assign tickets when moving emails to a different box.
What problems is the product solving and how is that benefiting you?
Our email management has much improved. The shared platform allows our company to handle emails in a much more organized fashion.
Great email program for efficiency and simplicity
What do you like best about the product?
Ease of collaboration between users and teams. Additional products are lightweight like Beacon and Messages add value and marketing onto the email platform. Easy to use as a CRM for a smaller company.
What do you dislike about the product?
Spam filters do not always catch repeated spammers. Filters could use improvement - it can be hard to find information if you do not know exactly who you are looking for.
What problems is the product solving and how is that benefiting you?
We have fixed the siloing in our remote environment to include everyone on the same page. We also have our CS calls and chats managed in HelpScout so we can always have a quick pulse on our metrics and coverage needs.
Recommendations to others considering the product:
Help Scout has been wonderful to grow along with, eases transparency between teams, and keeps customer information neatly ordered.
The best ticket and knowledgebase system
What do you like best about the product?
It is easy and it has all the tools you need. It is easy to go from one mailbox to another, to switch tickets between colleagues, add notes on tickets etc. All in all is it just a very intuitive and easy system to work with.
What do you dislike about the product?
I don't dislike anything, but there could be some more customization options for the knowledgebase.
What problems is the product solving and how is that benefiting you?
We are answering tickets a lot faster and are better at keeping track of support cases.
Recommendations to others considering the product:
I can definitely recommend using Help Scout since it is easy and have everything you need in a ticket system.
Help scout is an effective tool for inbound customer support inquiries
What do you like best about the product?
As a sales person, I am able to access HelpScout to see how my prospects have engaged with my brand in the past. Im able to see what issues they've had, and whether or not they've been resolved.
What do you dislike about the product?
The only downside I can see is that I am not notified directly when a target account of mine interacts with customer support through HelpScout, but I am not certain this is the fault of HelpScout, could be my own CRM
What problems is the product solving and how is that benefiting you?
Again, I am able to better engage with my target prospects by seeing what issues they may have had in the past.
Easy to use, simple to follow
What do you like best about the product?
Help Scout has been incredibly easy to use for me so far. I have had no issues finding what I need inside the tool. The way it is threaded makes it very easy to follow the conversation and allow you to feel up to speed. Having the ability to share the links with colleagues has made my life much easier when it comes to collaborating on a project.
What do you dislike about the product?
I have not run into anything that I dislike as of now. The user interface is great, and the ease of use is very nice as well.
What problems is the product solving and how is that benefiting you?
Help Scout has made it very easy to follow conversations of current prospects and customers with our customer support team. If we did not have the tool, we have had to depend on email or our internal messaging system to gather the correct information.
Simple and intuitive helpdesk with great support team
What do you like best about the product?
Simple and easy to use, intuitive and gets the job done. Everything within the software is pretty straight forward.
What do you dislike about the product?
- Some of the reporting presets (like Year to Date preset)
- Internal users' replies are logged as Notes not Replies
- Internal users' replies are logged as Notes not Replies
What problems is the product solving and how is that benefiting you?
We are using Help Scout for our support email domain. It serves as our Help desk. We only do email support so we are not fully utilising Help Scout with its knowledge base and live chat features but we are thinking about it.
Recommendations to others considering the product:
If you need a neat, simple, easy to use and affordable helpdesk software, HelpScout is the way to go.
Their support is amazing, even if they can't fix something they'll always respond in quite a quick manner.
Their support is amazing, even if they can't fix something they'll always respond in quite a quick manner.
Great product and customer care
What do you like best about the product?
Except the product itself, their customer support is amazing, meeting and exceeding expectations. They use their own product in creative ways, and don't mind sharing the knowledge.
What do you dislike about the product?
Of course there could always be small improvements to any product, but I really can't think of anything major.
What problems is the product solving and how is that benefiting you?
Create a unified view for all incoming communication. We can keep our customers happy, in an efficient way.
Recommendations to others considering the product:
If you're looking for a modern help center application with communication, knowledge base many integrations and great support, you should definitely check out HelpScout.
A Glorified Gmail Help Desk ... Nothing more
What do you like best about the product?
I am being forced to give HS a 1 for recommending or my review will not go through. It's a 0 truly.
We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.
We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.
What do you dislike about the product?
Where to begin ... The system is slow. The volume of emails we deal with (which is not great by standards of comparison to other SaaS companies) is to high for the infrastructure of HS servers. As told to us by their CS team. The workflow mechanisms do not functional accurated 25% of the time. Tags ... don't get me started. You have tags but but anyone can easily remove or create new ones.
Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what.
Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered.
Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.
Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what.
Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered.
Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.
What problems is the product solving and how is that benefiting you?
The reason we moved to HS was due to a hire into a senior management role. There were other help desk software's being looked at but this new hire had experience and "relationships" with HS. Never choose any software based on this.
Recommendations to others considering the product:
I would not be taken in by their wonderful blog articles and/or low pricing. While we can at the end of the day support our customer base using this software, trying to follow KPI's for higher standards, receive accurate reports and count on support is very frustrating. We are looking for another software.
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