Help Scout
Help ScoutReviews from AWS customer
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Product Support made easy!
What do you like best about the product?
Help Scout helps to keep tickets organized and front of mind when serving customers.
What do you dislike about the product?
After adding a note to a ticket, HelpScout navigates you to a different page.
What problems is the product solving and how is that benefiting you?
Help Scout gives us a previously non-existent organization to our support desk and has revolutionized our support to our clients.
solid tool
What do you like best about the product?
simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk.
What do you dislike about the product?
slow to implement chatgbt. should be a slam dunk, hope they ship soon.
What problems is the product solving and how is that benefiting you?
handling all incoming emails
I recommend this whenever I hear a CX team is using Gmail
What do you like best about the product?
When I was in a team of two CX agents trying to share one Gmail account and effectively address customer emails, adopting Help Scout was huge for us. It led to way fewer duplicated efforts and prevented us from even looking at the same email. Previously we had wasted time drafting and even sending different replies to the same email.
What do you dislike about the product?
Nothing, I really didn't dislike anything because I was grateful to be using it.
What problems is the product solving and how is that benefiting you?
Previously we had wasted time/productivity drafting and even sending different replies to the same email.
Support and Services
What do you like best about the product?
We can easily support our clients, provide a knowledge base article library, and manage tickets.
What do you dislike about the product?
I wish there were more advanced integrations to our CRM and a way to take calls and record calls within Help Scout.
What problems is the product solving and how is that benefiting you?
We're able to support end users and clients. Reporting on this activity has helped us understand how much support each product needs as well as predict high traffic seasons.
Great tool for managing customer support
What do you like best about the product?
The beacon is very nice and easy to embed onto your website. That makes it easy to support website visitors and customers in our app. The helps docs system is also nice since it's embedded straight into the help beacon making it easy for the user to get help without going to the help docs.
What do you dislike about the product?
The customization options for the help docs are fairly limited. It would be nice to be able to add some javascript to customize things more. Also, the beacon has limited customization too. We can make do with what's available, but more flexibility in the customization would be nice.
What problems is the product solving and how is that benefiting you?
It's solving our need for a chat beacon on our website and a central location for all our help documentation. It takes the pain of having to code all the functionality away!
I have used HS for Outside and inside comm. as well as doc posting and Data tracking
What do you like best about the product?
Being able to have a view across the team
What do you dislike about the product?
I do not like the subject line merging and removing any added text
I also do not like that threads break
I also do not like that threads break
What problems is the product solving and how is that benefiting you?
Better collaboration across teams. Searchable history
helpful tool for an administrative team
What do you like best about the product?
it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others.
What do you dislike about the product?
there wasn't anything i didn't like about HelpScout
What problems is the product solving and how is that benefiting you?
it was helpful to streamline the process, instead of having the keep forwarding the email to others on the team on the team, it was great to just assign them to those responsible
Solid, straightforward and not so complicated a small biz can't manage it
What do you like best about the product?
Easy to use and can be implemented quickly.
What do you dislike about the product?
There is not really anything I dislike. I suppose it might be nice to be able to customize the welcome message a bit more with the most commonly asked questions.
What problems is the product solving and how is that benefiting you?
We had to cut over a client's online learning management system, which generated a lot of help tickets. They have a small staff for customer support that was overwhelmed using the old help system. Help Scout was a lifesaver.
HelpScout
What do you like best about the product?
Ticket management for support
Help Center
Help Center
What do you dislike about the product?
Coming from Zendesk, HelpScout seemed to be a step backwards
What problems is the product solving and how is that benefiting you?
Client support management and help center
Like the "Big Name" software you already know, but more straight forward.
What do you like best about the product?
Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.)
What do you dislike about the product?
Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep.
What problems is the product solving and how is that benefiting you?
Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing.
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