Help Scout
Help ScoutReviews from AWS customer
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Easy to Use
What do you like best about the product?
Easy to use and navigate. The program is great for new employees and senior employees alike and the metrics is easy to track as well.
What do you dislike about the product?
At the moment there have been not major issues. I would prefer to set a time for nudges when a ticket has been sitting for too long.
What problems is the product solving and how is that benefiting you?
User inquiries, support escalation and metric tracking. I'm able to help keep my team accountable and be able to set metrics and KPIs.
Good Helpdesk Software
What do you like best about the product?
Helpscout has an effective template feature with template variables that let common tickets get responded to quickly.
It can also be used to enable nontechnical users to easily set up a help center/support wiki.
It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly.
It also has a good API that allows significant custom tooling to be built on top of it.
It can also be used to enable nontechnical users to easily set up a help center/support wiki.
It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly.
It also has a good API that allows significant custom tooling to be built on top of it.
What do you dislike about the product?
A better reminder/followup workflow could be helpful. Escalated tickets have slipped through the cracks on a number of occasions.
It goes to the next ticket immediately after completing one, but some tickets are complex and I would like to not come back to them until later.
It goes to the next ticket immediately after completing one, but some tickets are complex and I would like to not come back to them until later.
What problems is the product solving and how is that benefiting you?
Have used Helpscout to handle 100+ tickets per day with only one full time CS rep. It has been an effective central software for managing our CS efforts.
Recommendations to others considering the product:
Good lightweight helpdesk software for small organizations. Great if you want to build custom integrations.
Easy to use and manage, flows logically and great support if you need it
What do you like best about the product?
How simple it is to pick up and teach to new staff members, easy to assign and close emails/tickets and find them again if you need. Easy to segment to the right person and create easy saved replies to use or create into a workflow to clean up your mailboxes more efficiently.
What do you dislike about the product?
That you can't run workflows based on the information collection through their help beacon. Would be great to use that information to move to the correct mailbox and assign to the right people to get back to customers faster.
What problems is the product solving and how is that benefiting you?
Solving: Customer support for our online training business e.g. password resets, how-to etc.
Benefits: the ease of communication in seeing who is dealing with certain customers (also being able to look at an email without it being marked as read meaning it will stay open until a new status is assigned, can tackle the ones you need to or the 'easy' ones first), being able to quickly find anything else they raised with us in the past, keeping track of how well our respondents are doing by giving customers the chance to give feedback on the responses they receive.
Benefits: the ease of communication in seeing who is dealing with certain customers (also being able to look at an email without it being marked as read meaning it will stay open until a new status is assigned, can tackle the ones you need to or the 'easy' ones first), being able to quickly find anything else they raised with us in the past, keeping track of how well our respondents are doing by giving customers the chance to give feedback on the responses they receive.
Critical for business success!
What do you like best about the product?
So easy to use, and to customize. We have been able to integrate so many API'S into Helpscout to streamline customer support.
What do you dislike about the product?
Not all customer support functions (such as away messages) are available to all users.
What problems is the product solving and how is that benefiting you?
All CS team members have access and visibility to assist both contractors and clients. Easy to pass off tasks and communicate notes about client progress.
Probably the best help desk product i have used
What do you like best about the product?
I really liked the user interface of HelpScout. It's well built and a well designed product with high focus on user experience.
What do you dislike about the product?
I did not have any dislikes necessarily. I was in the their free version for over 2 years until they retried the free tier and moved fully paid.
What problems is the product solving and how is that benefiting you?
We were using HelpScout for the managing customer success for an eCommerce marketplace.
Superb Customer Management Software
What do you like best about the product?
Help Scout allows you to assign conversations to specific team members, but everyone can still view the conversation and action it if necessary. Saved Replies and Tags are very helpful for tracking. The Docs site allowed us to easily implement a knowledge base for our users without having to involve our development team.
What do you dislike about the product?
There's very little to dislike about the product. It meets our needs perfectly.
What problems is the product solving and how is that benefiting you?
Help Scout has improved our response times to customer issues and allowed us to better track problems and other trends.
Recommendations to others considering the product:
Do it. You won't regret it
Helpscout review
What do you like best about the product?
It makes it easy to responds to emails, customize saved replies, and transfer emails to other inboxes.
What do you dislike about the product?
It's glitchy sometimes but it ultimately meets our email inbox needs.
What problems is the product solving and how is that benefiting you?
We've been able to have multiple inboxes that serve different teams, which makes email org. much easier than it has been in the past.
Recommendations to others considering the product:
I would recommend using Helpscout if you have to have multiple inboxes set up for various teams. It's made it easy for us to handle incoming requests and forward them to other inboxes if necessary.
Good Service But Needs Updates
What do you like best about the product?
I like that help scout makes it easy to assign people to tickets.
What do you dislike about the product?
Help scout does not have a modern design. Also, whenever reply to an email, Help scout will duplicate that email in my inbox, instead of joining the two email together.
What problems is the product solving and how is that benefiting you?
Our company use help scout to look at bugs. Our internal team will submit a bug ticket if they find a bug. We use help scout to look at these tickets.
Very Easy To Use
What do you like best about the product?
Help Scout makes sending emails from our department super easy! Just login and select my department's mailbox and I'm ready to go. All the emails can be assigned to specific people and prioritized based on urgency.
What do you dislike about the product?
It could look a little more ascetically pleasing I guess. It's a bit HTML-y but it doesn't really effect the ease of use at all. I just think the fonts and the headers can be less boxy.
What problems is the product solving and how is that benefiting you?
As a customer service representative I have to be able to send an email quickly. I get asked for documents that I have to be able to pull up quickly and send out quickly to move to the next call. Managing the mailboxes makes it easy for me to compose from my mailbox, keep it assigned to anyone and close it out once it's sent.
Great product
What do you like best about the product?
Help scout is very simple to use.we do not need to train newbies more than 30 minutes.
It has super easy and simple UI
Product is very customer focused
No overloaded unnecessary features, only those feature that we need
It has super easy and simple UI
Product is very customer focused
No overloaded unnecessary features, only those feature that we need
What do you dislike about the product?
No way to merge several tickets at once
You cannot make a note and keep the tickets open you have to re-open it
Lack of integrations
You cannot make a note and keep the tickets open you have to re-open it
Lack of integrations
What problems is the product solving and how is that benefiting you?
It help us to manage everything with single product using less time.
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