Help Scout
Help ScoutReviews from AWS customer
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Help Scout: A Living Tribute
What do you like best about the product?
Help Scout is hands down the easiest helpdesk software I've ever used. We looked into some other competitors and Help Scout is very personable and treats customers like people, not like numbers.
What do you dislike about the product?
Help Scout is still missing a more robust and comprehensive reports system and some key integrations for live chatting, phone calls, and twitter.
What problems is the product solving and how is that benefiting you?
Help Scout enables our support team to function. I use it 8 hours a day while I'm at work!
Help Scout is a delight to use
What do you like best about the product?
Help Scout has the best support ever. Using it is a community experience. We have about 80 users with them, and it keeps a constant stream of connection between all our users.
I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10!
I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10!
What do you dislike about the product?
It has crashed for and hour or so at a time. Very frustrating for us... We also have various bugs that are fixed now... Everytime we have encountered a bug, their team has been resonsive, quick and honest. They really are pros.
What problems is the product solving and how is that benefiting you?
Constant contact between all our customers and the team member that they tie to. We would sink with out this
Recommendations to others considering the product:
If your company is huge, you may want to only use this for support. Also metric are a little lacking as well.
Super simple helpdesk software
What do you like best about the product?
Its simple.
The emails look like they come from a real person, not a computer.
It works much more like an inbox than some other helpdesk systems.
The emails look like they come from a real person, not a computer.
It works much more like an inbox than some other helpdesk systems.
What do you dislike about the product?
Its not as feature packed as the competition meaning once you've been using it for a while and want to improve your process you can't always do so because they lack the features.
Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on customers or waiting on your team so you can report on SLAs)
Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on customers or waiting on your team so you can report on SLAs)
What problems is the product solving and how is that benefiting you?
Support our customers, easily, as a remote team while also making it super easy for the customers. Its been great. Once the mobile app is improved a little and built for iPad it will be even easier.
Love the Docs feature
What do you like best about the product?
The tool is simple and easy to use, but still meets our needs. The ability to create a help content library through their Docs feature was very simple. Love that you can add your own keywords and related articles.
What do you dislike about the product?
Nothing in particular stands out to me at this time.
What problems is the product solving and how is that benefiting you?
We needed one place to manage our customer support & help content for multiple products. There is no question who is handling what ticket, and we can see if people are searching for topics we don't have any help content on. We didn't have those capabilities before.
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