Help Scout
Help ScoutReviews from AWS customer
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Avoid
What do you like best about the product?
The way emails were stored as conversations, the searching of mails was fairly easy.
What do you dislike about the product?
Purchased a lifeteime deal from app sumo $75 per quarter, this was changed recently to $60 per month. So price was $300 a year now is $720 a year. Do not sell that which you are not prepared to honor.
What problems is the product solving and how is that benefiting you?
None closed down and moved to "lifetime free" account with another provider and also get more features
Recommendations to others considering the product:
Avoid unless you want to get comfortable, to only see the price shoot up.
Help Scout Review
What do you like best about the product?
I love that you can make internal notes on an email and make an actual ticket instead of an email. That is helpful when we work in Team boxes. Getting to communicate internally through notes and "mentions" makes it easier and more efficient to eliminate sending a separate email from another Dept. I also love their little pictures and messages of encouragement after you've "emptied" a box!
What do you dislike about the product?
I don't like that the statuses automatically default to CLOSED. Because if you're not paying attention, you may forget to change the status. I also didn't like that you couldn't email a HelpScout box from a HelpScout box, but they have recently remedied that issue.
What problems is the product solving and how is that benefiting you?
We use HelpScout as a ticketing system for providing customer service in many facets. It saves time when able to add notes and share things from Dept to Dept without having to create a whole new email thread/chain. Everything is all linked in one chain too. Also the ability to "merge" email threads together if they're about the same topic is very beneficial as well. Being able to change/edit "customers" is nice feature too.
Recommendations to others considering the product:
It is a little different from a standard email platform (i.e. gmail) but it is very easy to learn and once you know it's features, you can really do a lot with ease. I don't run them a lot, but I do like the features of the data and analysis parts too. I use it in a team/group setting with multiple depts having their own Helpscout boxes, and it's very interesting to see how many emails/tickets are sent/generated, received, average response time, etc. It's just nice to be able to have that data to also decide if more people are needed for a specific task or less people needed to focus efforts in other places.
Helpful
What do you like best about the product?
I like the email organization features
What do you dislike about the product?
Search feature in emails, sometimes the keyword doesn’t really show up, kind of have to manually look for an email
What problems is the product solving and how is that benefiting you?
Email management
Great experience, simple to use, constantly improving
What do you like best about the product?
How frequently new features are added. Just in the last 12 months there have been 2 or 3 features added that were major wish list items for us.
What do you dislike about the product?
If I had to pick something, I'd say more depth and sortability to the metrics.
What problems is the product solving and how is that benefiting you?
We used the multiple mailboxes to sort our clients from their customers, which has really helped us prioritize. Also getting instant feedback on our support quality.
Recommendations to others considering the product:
Great product, recommend it highly.
Help Scout is Trustworthy, Helpful, Friendly...
What do you like best about the product?
I love being able to separate inboxes as well as assign emails to different employees. It really helps clean up the inbox and helps keep emails from stacking up. The auto responses are incredibly helpful and make responding to emails so much simpler and go by much faster. Being able to connect emails to Shopify and MailChimp is another super important and extremely helpful feature that I'm so, so happy with!
What do you dislike about the product?
I can't think of really anything that I dislike. I think it doesn't always catch spam emails but that really hasn't been an issue and there haven't been too many.
What problems is the product solving and how is that benefiting you?
Being able to sync with our other systems (Shopify and MailChimp) has made it so much easier to pull up customers info and to reply to emails much faster. Seeing how many emails need to be assigned to specific employees helps us see who's covering how many emails, which employees typically cover what kinds of questions, and other patterns like that. I need to look more into the reports tab, I'm sure there's even more I can do, but I'm already really impressed with everything I have been using.
Recommendations to others considering the product:
It takes a little bit of getting used to as far as opening emails and having them not be marked as read- it's super helpful, just something to get used to. It really is very easy to use, it's easy to train people on, and it's great for connecting to other software/websites for your business.
Useful in dealing with a constant flow of support tickets
What do you like best about the product?
We enjoy having a mailbox for each of our account managers and the ability to move messages from mailbox to mailbox in just 2 clicks. Plus, it is a simple and intuitive tool to use and all the built-in features appear pertinent for any average user.
What do you dislike about the product?
The built-in search engine is sometimes tricky to use if you want to make sure to get all the concerned results. Moreover, I'd like to have a little bit more flexibility from the analytics even though it is pretty decent as it is right now.
What problems is the product solving and how is that benefiting you?
We are using it as our support ticket tool and feel that we are getting great value because it allows our support team to work more effectively and reply to our customer quicker.
Recommendations to others considering the product:
Give it a try, your team will benefit from easy collaboration and improved productivity with regard to support.
Great answering service, and easy to use!
What do you like best about the product?
They have a lot of shortcuts, and mechanisms that allow you and your team to answer emails fast and efficiently. It''s also HIPAA compliant (why we switche to HelpScout!) The super funny Easter eggs that pop-up when you clear an inbox are genius! They're very creative!
What do you dislike about the product?
When it goes down, it really affects our day- it's gone down about 5 times now within the past year, the longest was maybe 15 minutes, but we get over 1,000 emails a day, so time is of the essence.
On a random note, I made the gingerbread cookie recipe that HelpScout provided during the holiday season, and the recipe was not good at all! I'm guessing they weren't able to make the cookies themselves..random, sorry.
On a random note, I made the gingerbread cookie recipe that HelpScout provided during the holiday season, and the recipe was not good at all! I'm guessing they weren't able to make the cookies themselves..random, sorry.
What problems is the product solving and how is that benefiting you?
Helping our members and providers with general troubleshooting and billing issues.
We're able to communicate easily as a team, and work effectively to answer all emails sent to us.
We're able to communicate easily as a team, and work effectively to answer all emails sent to us.
Recommendations to others considering the product:
Get to know all of the features and shortcuts! It's super fun once you know what keys do what! It's magical!
Very responsive, strong branding, easy to understand platform
What do you like best about the product?
They have incredible help docs, really fun interactive branding, their search function is great, their blog is also pretty fun
What do you dislike about the product?
Not much honestly, sometimes when you are managing lots of different e-mail addresses in the platform it can be confusing, but that's partially the user's fault.
What problems is the product solving and how is that benefiting you?
Great way to manage customer e-mails and track key metrics
Recommendations to others considering the product:
I'm my experience this is a perfect software for managing customer e-mails for start-ups
Really helpful tool!
What do you like best about the product?
There is a lot of functionality here--you can triage really easily, track all notes, all history on the emails and see all history with that same client at a glance. You can also see how each staff member is faring each day or month to track progress during the day.
What do you dislike about the product?
It's very easy to lose drafts if you type too quickly and the auto-save doesn't always jump in in time.
What problems is the product solving and how is that benefiting you?
We use Helpscout to triage all incoming CS emails and communicate with all of our clients.
Best CS email ever!
What do you like best about the product?
I love the saved replies feature. It saves so much time and makes it easy to train other people to use it. I love when you empty the inbox and a cute graphic shows on the screen. I like how you can track everything.
What do you dislike about the product?
I honestly cannot think of anything I don't like about this software.
What problems is the product solving and how is that benefiting you?
We answer hundreds of our customers questions quickly and easily because of Helpscout. The benefits are communicating with our customers in an efficient way.
Recommendations to others considering the product:
Use it. It will help you and your business in so many ways.
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