Help Scout
Help ScoutReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
388 reviews
from
External reviews are not included in the AWS star rating for the product.
A lightweight tool to support customers
What do you like best about the product?
I've used help scout to completely overhaul a customer support traffic. It increased our educational video usage and decreased support tickets. The interface is easy to navigate and is intuitive. As someone customer-facing, having all of my customer details in front of me is very important, and I value how well Help Scout does with pulling in contact info, pictures, and info about the person I'm helping.
What do you dislike about the product?
We were not utilizing everything Help Scout has to offer, so I'm sure my qualms are addressed, but I wish there were more flexibility with dashboard configurability. I like the reports, but I'd like more dashboard to easily glance at. One thing that is a bit frustrating sometimes is when you're writing a reply to someone and they send you another email, it isn't clear. It would be helpful to get a notification that says a customer responded in again.
What problems is the product solving and how is that benefiting you?
As stated above, Help Scout was incredibly helpful to a growing support team. Training new employees on Help Scout took less than a couple hours and we continued to decrease our customer support ticker volume.
Recommendations to others considering the product:
Really spend time on setting it up. I feel we rushed to get it up and running and may have missed vital settings and configuration options. We got everything integrated and set up for our customers (support site, chat, email aliases) eventually but I wish we payed more attention in the beginning.
Great, thoughtful features
What do you like best about the product?
Ability to divide my department up by duty, and have tasks automatically assigned based on the inbox they come into while giving all employees access to multiple inboxes.
What do you dislike about the product?
I wish you could change the recipient of a conversation response, such as when another department has forwarded an email that was sent to the wrong inbox.
What problems is the product solving and how is that benefiting you?
We don't lose track of customer/partner issues anymore. Easier reporting of ticket resolutions.
Recommendations to others considering the product:
Consider how necessary live chat really is.
HelpScout helps out!
What do you like best about the product?
Shared inbox for client support that allows for both individual assignment and group approaches.Cute messages for a clean inbox and helpful tools for annotation and marking issue status.
What do you dislike about the product?
System doesn't retrieve forwarded content. Have to go into outlook for this information. Also, there is no personal stat readout.
What problems is the product solving and how is that benefiting you?
Client support and general inbox. Its streamlined our communuications and automated responses have spend up our reply time.
Recommendations to others considering the product:
Keep a personal outlook account and move your team to helpscout.
So easy
What do you like best about the product?
User friendly, accessible on mobile, app is easy to use
What do you dislike about the product?
Can’t forward emails through the mobile app
What problems is the product solving and how is that benefiting you?
Customer service email queue
HelpScout for Knowledge Base
What do you like best about the product?
One of the best things about HelpScout is how easily it makes it to create content and manage content. It also provides users with ample integration options. We were able to use a third party to embed our HelpScout knowledge base (articles) directly within our application for ease of access.
What do you dislike about the product?
HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.
What problems is the product solving and how is that benefiting you?
We use HelpScout for 2 things: Case Management and Help Articles. HelpScout is very useful on the Articles front, but we haven't utilized the Case Management tools to the best of our abilities.
Clean and clear
What do you like best about the product?
Helpscout keeps everything fresh, simple and clear. Easy to use and track customer service issues.
What do you dislike about the product?
I do not dislike anything at this time.
What problems is the product solving and how is that benefiting you?
Customer Service issues.
G2 crowd
What do you like best about the product?
and maintain all aspects of hospital operation both on-premise and remotely.
What do you dislike about the product?
Its too expensove and roght now i think need more competition to reduce thr price
What problems is the product solving and how is that benefiting you?
reduce the frequency of dangerous errors that are made due to miscommunication and ensure patients are on the right track
Innovative app
What do you like best about the product?
Colleagues are some of the best around, innovation level runs high and the desire to truly do right by our customers and help them do right by theirs is palpable in everything we do.
What do you dislike about the product?
None. I can honestly say that I am unable to think of something legitimate to complain about! And that is twenty-three words.
What problems is the product solving and how is that benefiting you?
Keep listening, keep responding. As we do continue to grow, as all companies do, hold on to this transparency, openness; the willingness to take risks, fail, learn, and never compromise this amazing culture you've built!
Loved it
What do you like best about the product?
Help Scout is a very user friendly and organized tool.
What do you dislike about the product?
Not the most efficient for tracking metrics
What problems is the product solving and how is that benefiting you?
We have stopped using but we're previously using for internal task and customer communication through email
Recommendations to others considering the product:
Great tool, easy to use.
Help Scout
What do you like best about the product?
I like that HelpScout organized and filtered messages from the variety of clients we had. It helped to keep track of who was communicating with who.
What do you dislike about the product?
I disliked the flow of the email threads. At times it was confusing trying to tell where the conservation started.
What problems is the product solving and how is that benefiting you?
We were communicating with clients that needed attention right away.
showing 301 - 310