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 customer service software
What do you like best about the product?
Easily locate tagged items and assigned messages.
What do you dislike about the product?
Difficult to search through archived messages without having specific info.
What problems is the product solving and how is that benefiting you?
customer supports. favorite benefit is being able to see that a customer has viewed my response.
Help Scout
What do you like best about the product?
Help Scout offers really great assistance and a good product
What do you dislike about the product?
Some bugs in the code have caused minor inefficiencies with work.
What problems is the product solving and how is that benefiting you?
This service provides good record keeping but can be messy to read.
If you haven't used this yet, you are missing out!!
What do you like best about the product?
This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for.
What do you dislike about the product?
The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better than nothing and you can constantly see improvements coming from their development teams.
What problems is the product solving and how is that benefiting you?
We need to make sure that communications come from the correct email aliases - this makes it so easy. Also, internal communication and "notes" feature helped us keep timely information out of Slack and in one place so we always had a reference.
Recommendations to others considering the product:
Great ease of use, highly customizable, support is quick and responsive and answers in less than 24 hours.
HelpScout makes life easier!
What do you like best about the product?
HelpScout is not just a useful tool for handling multiple inboxes and customer inquiries, it is also constantly growing and adapting to their customer needs. Each new release provides something to make our lives easier and more organized.
What do you dislike about the product?
The new search function isn't my favorite, but it's certainly not the worst.
What problems is the product solving and how is that benefiting you?
We manage over 15 different inboxes - this allows us to stay organized, communicate within our team, and make sure our customers are best served.
Recommendations to others considering the product:
Read their blog / newsletters!
Intuitive help desk software
What do you like best about the product?
Help Scout has a very intuitive interface that allows support people to easily move through the queue, assign cases and most importantly, to merge threads that are connected to the same case.
What do you dislike about the product?
I have no problems with Help Scout. I'm guessing the pricing wasn't as good as some other alternatives (as we have changed services).
What problems is the product solving and how is that benefiting you?
Getting answers to customers quickly. Easy to follow on conversations above my level so that I can learn from others.
Solid option for small Support Teams
What do you like best about the product?
Help Scout really makes it simple to set up and run a small support team supporting a small to medium business. Their interface is clean and easy to use, and the integrations are very appreciated, and can add a lot of power to a few agents. Their pricing is also very attractive.
Their support and company culture are also awesome.
Their support and company culture are also awesome.
What do you dislike about the product?
Not so much dislike, as we simply reached our functional limit and needed something that scaled to a larger business with more integrations and more powerful analytics.
What problems is the product solving and how is that benefiting you?
Solving the problem of organizing support and getting a unified channel for our customers.
Recommendations to others considering the product:
Consider it for smaller teams, with very basic support needs. There's options there for integrations, but the data and analytics are lacking for super meaningful product insights. It's good for day-to-day agent performance though.
Help Scout, helps out
What do you like best about the product?
The customer service and ease of use of helpscout allows our small team to efficiently make a workstyle that fits us
What do you dislike about the product?
The one thing we would like to see is the ability to send emails to specific cases
What problems is the product solving and how is that benefiting you?
Help Scout allows us to track and resolve issues in our office
Recommendations to others considering the product:
It's cheap and well made
Excellent Way to Consolidate Platforms and Offer Tutorials
What do you like best about the product?
I love the flexibility and the blog like creation of new knowledgebase docs. The ability to add articles quickly when a new problem comes up has decreased the amount of future calls for that same issue significantly. In addition, the consolidation of our email accounts has been a huge help. Having one centralized inbox has reduced our response times 10 fold. The Hapiness report and the survey in the email signature has aided us in increase our overall NPS score and has allowed us to know who our top performing reps are.
What do you dislike about the product?
I don't like the lack of customization for the article pages and knowledgebase layout. Also, the beacon functionality could be more customizable. It would be great to be able to control more aspects of how the beacon is displayed on each page and what information / articles are made available. There is also a bit of a lack in support when it comes to problems with email. We experience times when emails are attributed to the wrong customer. Lastly, improvements to the woo commerce connection would be appreciated. After several attempts we are still unable to see woo commerce account details on the conversation side bar.
What problems is the product solving and how is that benefiting you?
We are reducing the amount of simple customer service calls by drawing attention to the articles that can answer customer questions.
Recommendations to others considering the product:
Get started with transferring your existing terms and conditions into individual articles within the knowledgebase and link to the new knowledgebase from your existing help center or customer service page.
Easy tool to manage customer service inquiries
What do you like best about the product?
I like it's simple interface and also how it is able to pull up a customers information on the side bar, which allows a stronger context of who you are speaking to before responding.
What do you dislike about the product?
It can get confusing if you have two people responding in the same inbox at once.
What problems is the product solving and how is that benefiting you?
We use it as a tool for customer relationship management. It allows for a seamless integration of our NPS platform, so all inquiries can be answered in a timely manner.
Recommendations to others considering the product:
Ask for a demo so you are able to reap the benefits of all the features available.
Helpscout: A great ticketing and collaboration tool to handle customer requests.
What do you like best about the product?
* WORFLOWS! By far, this is my favorite feature.
* Excellent, logical ticketing system.
* Generous mailbox allotment.
* The ability to set up one mailbox for customers that could be managed by multiple people.
* Well thought out collaborative tools for managing customer needs and expectations.
* Excellent, logical ticketing system.
* Generous mailbox allotment.
* The ability to set up one mailbox for customers that could be managed by multiple people.
* Well thought out collaborative tools for managing customer needs and expectations.
What do you dislike about the product?
* It can get a little on the expensive side
* Occasional outages during the period we've been using them
* Occasional outages during the period we've been using them
What problems is the product solving and how is that benefiting you?
We were looking for a system for managing customer requests and needs, and being able to collaborate effectively on requests that required interactions with more than one team member. Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary. We all love this tool and definitely feel it helps us to support our customers more effectively.
showing 371 - 380