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.
Great tool
What do you like best about the product?
I think this is a great tool for support tickets.
What do you dislike about the product?
I wish the inbox and assigning messages was a bit more seamless. It can be very hard to understand everything for new users.
What problems is the product solving and how is that benefiting you?
allows for easy and quick support
Easy consolidated place to reply to campaign emails
What do you like best about the product?
A Very quick place to identify all campaign messages and efficiently reply.
What do you dislike about the product?
The notification settings can be vague and it is hard to stay on top of when they are coming live.
What problems is the product solving and how is that benefiting you?
We are able to gather actionable feedback from clients who rate our responses and product through the site.
Great knowledge center
What do you like best about the product?
Simple to set up and the design looks great out of the box
What do you dislike about the product?
It would be nice to have more categorization capabilities
What problems is the product solving and how is that benefiting you?
Stood up a knowledge base for our customers in just a few days - super easy!
Lightweight, smart and easy to use
What do you like best about the product?
- User experience is awesome. Seems like everything is easy to do.
- Support is great. Quick and helpful (most of the times)
- Usage is easy, intuitive and fast
- Reports are basic but at least that's all that we need
- Shortcuts are useful and well thought.
- Support is great. Quick and helpful (most of the times)
- Usage is easy, intuitive and fast
- Reports are basic but at least that's all that we need
- Shortcuts are useful and well thought.
What do you dislike about the product?
- Filters could be improved. They are used mainly as "folders" (which is OK)
- Docs are nice but customization of the design and page is not that easy.
- A bit expensive (IMHO) for more users
- Rigid in some ways, but if you don't want something very specific, it should work
- Mobile apps are OK but not that useful.
- No chat app
- Reports filters for dates suck
- Docs are nice but customization of the design and page is not that easy.
- A bit expensive (IMHO) for more users
- Rigid in some ways, but if you don't want something very specific, it should work
- Mobile apps are OK but not that useful.
- No chat app
- Reports filters for dates suck
What problems is the product solving and how is that benefiting you?
We are using it for ticket management, customer support.
It makes it easy to prioritize our tickets, tag them, and see reports.
The interface is well thought, quick, intuitive and easy to configure. In a week we were using it at 100% capacity. Definitely it changed our customer support.
We also use Docs for customer self service (new to us). Easy to manage.
It makes it easy to prioritize our tickets, tag them, and see reports.
The interface is well thought, quick, intuitive and easy to configure. In a week we were using it at 100% capacity. Definitely it changed our customer support.
We also use Docs for customer self service (new to us). Easy to manage.
Recommendations to others considering the product:
Use it! If you are a small company and wants to fuel your customer support and help desk, go for it.
It's very easy to use, cheap (for what you get), support is nice, you can get stats easily...they have thought about everything. Workflows are easy to configure + tags.
Self support (docs) are a good choice to go with.
It's very easy to use, cheap (for what you get), support is nice, you can get stats easily...they have thought about everything. Workflows are easy to configure + tags.
Self support (docs) are a good choice to go with.
Help Scout Review
What do you like best about the product?
Easy to find content based on tags, and sorts results based on people or conversations. Easy to share client information between multiple agents.
What do you dislike about the product?
Having a conversation assigned to one agent can make it difficult to find for other agents.
What problems is the product solving and how is that benefiting you?
Clean layout for client replies. Less buggy.
Recommendations to others considering the product:
N/a
Consistent updates, useful new features.
What do you like best about the product?
Helpscout has consistently released useful improvements and new features. The support team at Helpscout is quick to respond and very helpful.
What do you dislike about the product?
Can occasionally be buggy. The biggest issue would be reporting, however. The numbers just don't add up sometimes and there isn't a clear description of what each number represents or how it is calculated.
What problems is the product solving and how is that benefiting you?
We use Helpscout for email support, a support doc center and for logging support calls and chats.
Recommendations to others considering the product:
Talk with Helscout representatives to explain your needs and they'll work with you!
Very solid platform!
What do you like best about the product?
Great for small-ish teams needing shared inboxes. Tagging, notes, customizable notifications, the feature set is rich and practical. One small feature that really helped was the ability to response to incoming tickets from an email inbox. It allowed us to respond to requests without logging in (which was convenient when out of the office).
What do you dislike about the product?
Would love to be able to automatically push reminders to teammates with old unanswered tickets. Perhaps this functionality exists and our admin wasn't using it, but it would have been appreciated.
What problems is the product solving and how is that benefiting you?
Customer service/success across a wide variety of users and situations. Kept us organized and accountable as a team.
Intuitive helpdesk tool that helps us help users faster
What do you like best about the product?
The organization. From top-level organization like multiple mailboxes and folders, to tags and labels, to merging conversations and intuitive assigning tools, Help Scout makes it easy to navigate our support queue and get work done efficiently. Help Scout also allows us to create and integrate custom tools and workflows, such as our internal knowledge base and company-specific functions.
What do you dislike about the product?
I'd personally like to see better analytics available in reporting, or more customizable reports, so we could dig deeper into our data to analyze our performance.
What problems is the product solving and how is that benefiting you?
Help Scout is our HQ for all customer interactions and issue tracking, which helps us to manage, organize, and respond to tickets across the company. Help Scout's particular layout and team-oriented features help us to collaborate more effectively on giving our customers great customer service.
Recommendations to others considering the product:
If you want the process of helping your customers to be almost as easy as answering emails in your own inbox, you should definitely give Help Scout a try.
Simple tool for small to medium sized companies
What do you like best about the product?
The simplicity of HelpScout keeps the learning curve low, which means that most team members can get to work quickly after onboarding.
What do you dislike about the product?
There's not a great range of features or integrations, so we often have to use multiples tools when it would be nicer to have a single support platform.
What problems is the product solving and how is that benefiting you?
Great at resolving high volumes of email and chat requests. We also use their Docs tool which works as a nice, low-level knowledge base.
Recommendations to others considering the product:
It's not an all-inclusive tool (not a ton of useful integrations and no ability to create tickets), so HelpScout seems best for small to medium size teams with mild to moderate customer support volume.
Really Really Bad Product and Support
What do you like best about the product?
That it has a free trial. Otherwise, it's awful.
What do you dislike about the product?
- Hundreds of bugs never get fixed. Bad support
What problems is the product solving and how is that benefiting you?
I realized the benefits of zendesk.
showing 341 - 350