Help Scout
Help ScoutReviews from AWS customer
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Help desk made simple
What do you like best about the product?
The thing I love most about Help Scout is the ability to keep everything organized and in one central location. It works like an email and allows me to collaborate with my team. Super simple and super effective.
What do you dislike about the product?
Whenever you complete a task, if you didn't copy the email address down, when you hit complete it will go away. So then you will have to go to your sent folder.
What problems is the product solving and how is that benefiting you?
Replying to emails from customers
Recommendations to others considering the product:
If you need a simple help desk platform, use Help Scout
Easy and versatile.
What do you like best about the product?
The simplicity of the inbox is straight forward and maximizes support volume.
What do you dislike about the product?
Sometimes can lag behind but nothing that stops the workflow
What problems is the product solving and how is that benefiting you?
We handle all of our Customer emails through Help Scout and it allows us to be as fast as possible
Great Help Portal for Small Business
What do you like best about the product?
The email is very fast, my clients information gets in so I always know who is contacting me and sometimes even a picture appears so it feels more personal when I'm replying to an ticket. Being able to reply quickly and report spam as needed. I'm able to paste in articles from my Docs very easily to my tickets so I don't need to repeat myself to my clients.
What do you dislike about the product?
The Docs section is very limited on the free version and I wish it could be opened up more. I understand having only 30 articles allowed, but multiple categories should be something allowed. Also wish better spam targeting was on the ticket system. I find myself having to manually report items as spam and this gets very time consuming.
What problems is the product solving and how is that benefiting you?
I was looking for a better service to allow clients to ask us questions and get ahold of us with information for our business. Help Scout solved that the best and now we are able to reply fast to our email requests and answer questions quickly with Docs. Now the information that we receive can get to our staff faster.
Recommendations to others considering the product:
I recommend Help Scout to everyone, it is easy to use and not expensive. The features are amazing. The Docs site creates a FAQ page for your business and the ticketing system has everything you need to answer your customers questions.
cool
What do you like best about the product?
the different features it offers each person to use
What do you dislike about the product?
I don't like how you're not able to share information with others
What problems is the product solving and how is that benefiting you?
technical problems
Simple and timely
What do you like best about the product?
The ability to see how many customers have been helped, and the "happiness" factor is pretty cool too.
What do you dislike about the product?
There are some limitations to the mobile app, which restrict our ability to process certain customer service needs without being on a computer. A separate dislike is not being able to upload PDF's into our Knowledge Base; only text entered in HelpScout can be saved in the KB.
What problems is the product solving and how is that benefiting you?
Increasing customer satisfaction due to quick turn around on emails.
Great UX reduces agent frustration and increases productivity
What do you like best about the product?
The agent UI / UX - Easy for agents to see what they have open, which encourages them to deal with the tickets faster. The Unassigned page is perfectly designed for triaging as it updates live and quickly. The interface is very snappy and we rarely encounter bugs.
I also love the Zapier endpoints, Webhooks, and the versatility of the API so I can create many useful integrations and business processes.
Customers rave about the Docs site and find the Beacon very user-friendly and convenient.
I also love the Zapier endpoints, Webhooks, and the versatility of the API so I can create many useful integrations and business processes.
Customers rave about the Docs site and find the Beacon very user-friendly and convenient.
What do you dislike about the product?
- You can only make one webhook
- Can't upsert tags via the API
- While HS is always raving about how friendly and great their support team is, they rarely dig deep into issues, and leave you on your own to figure out any issues that begin to become complex. They don't "go the extra mile".
- Can't upsert tags via the API
- While HS is always raving about how friendly and great their support team is, they rarely dig deep into issues, and leave you on your own to figure out any issues that begin to become complex. They don't "go the extra mile".
What problems is the product solving and how is that benefiting you?
1. Improve the self help experience for customers
2. Improve the efficiency / happiness of agents
2. Improve the efficiency / happiness of agents
Easy meets robust!
What do you like best about the product?
Help Scout's user interface is super intuitive.
What do you dislike about the product?
Lack of tagging automation & robust reporting
What problems is the product solving and how is that benefiting you?
We use Help Scout to answer all of our client emails; its easy-to-use interface keeps our team's productivity up!
Recommendations to others considering the product:
Help Scout is super customizable!
Easy to use, full-featured independent help desk software
What do you like best about the product?
Help Scout is great for medium-small teams. The interface is really straightforward and user-friendly, and there are no distractions from the process of assigning and resolving customer queries.
What do you dislike about the product?
Help Scout is a little light on some of the fancier Helpdesk features like API integrations and advanced user management.
What problems is the product solving and how is that benefiting you?
We manage all our circulation and product fulfillment through Help Scout—it makes it easy for multiple part-time employees to stay on the same page.
Recommendations to others considering the product:
Talk their team! The folks at Help Scout are very... helpful!
Like to use Help Scout .
What do you like best about the product?
Definitely I will say that i like that software a lot! It's great enough. so easy to understand and pick up for every one. Everything is clear and easy. Perfect support service.
What do you dislike about the product?
Actually i have just positive thoughts about that product. Will be not so nice to start talk about it bad as i know that work with it can do much better.
What problems is the product solving and how is that benefiting you?
As for my office It helped us being so much better at assistance our customers .We can realize where we should to develop our app. So great to work with that one with no stress.
Recommendations to others considering the product:
If till now you don't have this solution than it's better to get it. For sure no doubt If somebody will ask me which one is better i will tell just go with Help Scout. Just use it.
Great for Organization
What do you like best about the product?
I like that Help Scout kept our team organized and acted as a universal email inbox that offered a comprehensive layout.
What do you dislike about the product?
I wish the chat feature was more reliable, and the mobile app could have been more stable. Sometimes I would try to log in from my phone but had issues loading pages, which was annoying and frustrating.
What problems is the product solving and how is that benefiting you?
Help Scout kept us organized and was convenient if someone was out of work for the day.
Recommendations to others considering the product:
I would definitely recommend Help Scout to others! It is user-friendly and is good if you are working on a team because everyone can work collaboratively. The customer service administrators are knowledgeable and helpful and get you back on track if you run into any issues which is always important! Definitely a 10/10.
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