Help Scout
Help ScoutReviews from AWS customer
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Ticketing made easy
What do you like best about the product?
We can have multiple groups responding in and out of emails seamlessly. The reporting is fantastic and makes my job as a leader easier.
What do you dislike about the product?
I would like to see busiest time of day simplified by hour instead of by time of day.
What problems is the product solving and how is that benefiting you?
We can pull careful data on handle times to help staffing. Also, we are able to evenly distributed among different team members for fairness.
Great Experience
What do you like best about the product?
It has made tracking our customer response times so much easier and it’s made coaching/helping our team even better!
What do you dislike about the product?
So far I have not found anything that I dislike
What problems is the product solving and how is that benefiting you?
Customer response times
Great Customer Email Management for Teams!
What do you like best about the product?
Saved Replies, Tagging, Workflows, and the ability to create a makeshift internal wiki of docs and procedures our customer care teams and internal support staff can use to help each other and stay on the same page.
What do you dislike about the product?
None, this is a great program! I have only started using this in the past month and I’m sure the more I get to know it I’ll find some things that need improvement but so far it’s been a great experience and the concept for my team has been working great so far.
What problems is the product solving and how is that benefiting you?
Staying on the same page of knowledge support and internal process flows. This is going to be a great hub for both internal and external information to stay consistent so we are giving our customers the right answers, internally and externally.
Average
What do you like best about the product?
The simplicity of Help Scout along with it's ease is the best part. Beacon is interesting, but perhaps a bit constricting to work with.
What do you dislike about the product?
Ironically, the simplicity of Help Scout is also the worst part. There are not many app integrations, and a lot of their functions are relatively new. They have a mobile app, but there is no chat support on the app.
What problems is the product solving and how is that benefiting you?
Traffic cop is a great feature that Help Scout has. Help Scout is HIPAA compliant which is the number one reason we chose Help Scout over ZenDesk.
Recommendations to others considering the product:
Research all similar softwares out there to see what will provide you with what exactly you need. HIPAA compliance is of upmost importance to us, so that's why we chose it.
Help Scout it's amazing
What do you like best about the product?
My team uses Help Scout as our Customer Support ticketing system. We also currently have our Success Team and Billing department set up with mailboxes. The benefit is that multiple users can work out of a shared inbox, assign conversations, forward to different departments, and leave internal notes on conversations
What do you dislike about the product?
Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on.
What problems is the product solving and how is that benefiting you?
Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team.
"Help Scout is Trustworthy, Helpful, "It has changed how we do Help Desk"
What do you like best about the product?
The web interface for the clients is organized and simple to utilize. We use it for our interior IT Help Desk despite the fact that it is truly planned more for outer client help. In any case, that doesn't make a difference it works incredible for us. Our inside clients can undoubtedly simply present a ticket through email or a frame we made on our Intranet.The automated messages are unbelievably useful and make reacting to messages so a lot easier and pass by a lot quicker. Having the capacity to associate messages to Shopify and MailChimp is another very vital and incredibly supportive element that I'm along these lines, so content with!
What do you dislike about the product?
I can't consider truly whatever I hate. I figure it doesn't generally get spam messages yet that truly hasn't been an issue and there haven't been too many.One of the components of HelpScout that I think could be enhanced, is the point at which you are communicating something specific, the custom fields show up beneath the message that you are composing. We utilize a great deal of fields to sort our tickets, so with the majority of the fields underneath an answer, we can't see the client's unique message to us.
What problems is the product solving and how is that benefiting you?
We have understood that HelpScout can assist well with both, and at a genuinely sensible cost in contrast with other systems.Being ready to match up with our different frameworks (Shopify and MailChimp) has made it such a great amount of less demanding to pull up clients data and to answer to messages a lot quicker. Perceiving what number of messages should be doled out to explicit representatives causes us see who's covering what number of messages, which workers commonly cover what sorts of inquiries, and different examples like that. I have to look more into the reports tab, I'm certain there's significantly more I can do, however I'm as of now truly inspired with all that I have been utilizing.
Recommendations to others considering the product:
It takes a smidgen of becoming accustomed to the extent opening messages and having them not be set apart as read-it's overly useful, only something to get utilized to.If you don't presently have a Help Desk, are sharing an inbox between representatives, or have a wild inbox, a Help Desk is an unquestionable requirement have. Particularly one like Help Scout which is constructed great for these utilization cases and is anything but difficult to utilize. However amazing.
Average
What do you like best about the product?
HIPAA compliance automatically included is a good thing
What do you dislike about the product?
Integration is very minimal, especially compared to Zendesk
What problems is the product solving and how is that benefiting you?
Ease, not much
No customer need slips through the cracks with Help Scout
What do you like best about the product?
I’m not wading through a messy inbox anymore. My emails now feel more like a neat to-do list and I love the feeling of clearing all of them out. Help Scout has seriously made me into a more organized person and I feel like taking care of my clients is easy in a way it wasn't before.
My company explored other options last year and the resounding opinion of my entire team is that we did NOT want to lose Help Scout. I don't think this was an aversion to change, but rather an appreciation for the system Help Scout had let us create with each other. It's very easy to work together as a a team by using it and I would imagine it provides excellent oversight for our manager.
It's pretty motivating that anyone in my company can see my responses to my customer over Help Scout. If your'e great at customer service, you love this feature. If you want to fly under the radar and do a mediocre job, Help Scout would find you out pretty fast.
My company explored other options last year and the resounding opinion of my entire team is that we did NOT want to lose Help Scout. I don't think this was an aversion to change, but rather an appreciation for the system Help Scout had let us create with each other. It's very easy to work together as a a team by using it and I would imagine it provides excellent oversight for our manager.
It's pretty motivating that anyone in my company can see my responses to my customer over Help Scout. If your'e great at customer service, you love this feature. If you want to fly under the radar and do a mediocre job, Help Scout would find you out pretty fast.
What do you dislike about the product?
You’re not able to email multiple contacts from help scout and that's kind of frustrating. A lot of my clients have multiple points of contact and to reach all of them I have to address one person and then put the rest on CC. I understand it's not a system to be used for mass messaging but I think a lot of my contacts probably wonder why they're on CC and not one of the recipients.
What problems is the product solving and how is that benefiting you?
Before Help Scout I really couldn’t take a vacation in peace. Seriously. But the visibility it offers on all of my customer emails makes taking care of clients a team effort now in my office. And that’s been a real game changer. When I return from being away I can see exactly how my clients were taken care of. And my manager can too.
Recommendations to others considering the product:
As far as desktop and mobile design, you're not going to find something more user friendly than this. It's very intuitive and I've seen my newer team members pick up on it really quickly. I wasn't a decision maker in the selection process, so I can't really speak to the value for the cost (I don't know what it is) but I know if my company ever tried to take it away from us, we'd put up a fight! It's a terrific product.
Easy to user
What do you like best about the product?
I like how you can divide into different departments. We have a billing, support, and development inbox.
What do you dislike about the product?
The political messages when you've cleared away your inbox.
What problems is the product solving and how is that benefiting you?
Helping customers with our software or billing issues.
It has changed how we do Help Desk
What do you like best about the product?
The web interface for the users is well put together and easy to use. We use it for our internal IT Help Desk even though it is really designed more for external customer help. But that doesn't matter it works great for us. Our internal customers can easily just submit a ticket via email or a form we created on our Intranet. I really love all the workflow options that can control which members of the HD team get notified and when. It is always fast and it is easy for my team to search our 5 years of history in the system to see if the problem has already been solved by a peer.
What do you dislike about the product?
I don't really dislike anything but, like any product, I wish there were a few features added. For example, you can place a ticket (conversation) into a Pending state but I wish there was a date field to have it automatically become active again on that date.
What problems is the product solving and how is that benefiting you?
Helping my IT department keep on top of user requests and not loose track of them. I have the ability to easily monitor what's going on both just poking around but also by running various built-in reports.
Recommendations to others considering the product:
It is pretty easy to use once we you get your email addresses linked. Learn how to use the Work Flow features!
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