Help Scout
Help ScoutReviews from AWS customer
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Full Featured, Smart Help Desk
What do you like best about the product?
Smart automations, saved replies, fast and responsive website, handy app
What do you dislike about the product?
Pricing will be going up soon which will mean I need to weigh up if it is still providing enough value for my small business.
What problems is the product solving and how is that benefiting you?
Fast responses and effective management of customer enquiries
I love HelpScout!
What do you like best about the product?
I like how easy it is to set up workflows and teams to be the most efficient.
What do you dislike about the product?
The reports don't always accurately portray the work level of our team members.
What problems is the product solving and how is that benefiting you?
Customers have easy access to our support team, and HelpScout provides a quick & accessible history for each customer, so we can see previous issues.
Down to earth product that works
What do you like best about the product?
Helpscout was easy to setup. And to maintain the system. And as a result my customers are helped much better.
Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support.
Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support.
What do you dislike about the product?
Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities.
Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was.
Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was.
What problems is the product solving and how is that benefiting you?
Helpscout is our ticketing system to provide initial communication with new customers and ongoing support with existing customers. Both via e-mail and in-app using the widgets.
The biggest benefits are better customer conversations, faster answers, and an extensive help database.
The biggest benefits are better customer conversations, faster answers, and an extensive help database.
One of the best help center provider
What do you like best about the product?
The complete set of tools that HelpScout offers allows you to organize your customer's emails easily. One of my favorite features is the "Saved Reply" which allows me to write a faster reply with a starter template for common questions.
What do you dislike about the product?
You need to get used to the editor, and some strange behaviors it has, especially handling the output of lists or formatted code: it adds o removes lines before/after, so you need to save the reply to see how your customer will see the message because your current draft could not be the actual output. Another scenario with the editor is that it has different tools based on the contexts. E.g. in the saved replies screen, it doesn't include the "Add image" tool, other example: when you add a note, you can include code snippets, using the "Insert HTML" tool, but if you need to edit it then, this tool will not be available.
What problems is the product solving and how is that benefiting you?
We answer questions about our products and send fixes and code snippets to solve their needs. The biggest benefit is to have all the team involves in a single place and work synced together.
Recommendations to others considering the product:
Once you know how to use it, HelpScout is a great tool, but you should invest some time in learning how to use all its features.
Help Scout is a game-changer
What do you like best about the product?
Help Scout allows you to combine your email and chat inboxes within one tool. This has been an incredible asset for our team streamlining our processes and allowing us to gain a lot of data and insights from Help Scout's robust reporting tools.
What do you dislike about the product?
The Docs or Support Site function of Help Scout is limited in how it displays search results. I wish that there was more of an Advanced Search Feature or a preview of the page results or the section of the page that contains the phrase or term that you're searching for.
What problems is the product solving and how is that benefiting you?
Help Scout helps us assist our customers faster and collaborate as a team, while simultaneously educating them through the in-chat support document tools. It also gives us granular-level insight into our team metrics and measure our performance with extreme detail.
Super easy to get started
What do you like best about the product?
The ease to set up, the reporting of tickets and how efficient we have become as a team.
What do you dislike about the product?
So far, not much I can say here as I pretty much like all features
What problems is the product solving and how is that benefiting you?
Made it easy to respond to customers and support knowledge sharing
Help Scout user for 4 years
What do you like best about the product?
The simplicity is what I love about Help Scout. I've tried other platforms, but for me, this is more comfortable for my eyes and user-friendly. I also like that the folders for my specific job responsibilities are clearly visible. I've been using this for a long time now and I can say I never had a hiccup.
The first platform we tried using, desk.com, was also simple but a bit confusing in the way that sections are placed. It wasn't strategical unlike what is with HelpScout, everything looks neat and organized so that even beginners will not be confused. I also love the blue color, it was pleasing to the eyes and I get to put my best profile photo so that my clients get to see my face and they know that I am a live person helping them out. I love the ability to filter the conversations based on the time you received them so that I can prioritize well.
The first platform we tried using, desk.com, was also simple but a bit confusing in the way that sections are placed. It wasn't strategical unlike what is with HelpScout, everything looks neat and organized so that even beginners will not be confused. I also love the blue color, it was pleasing to the eyes and I get to put my best profile photo so that my clients get to see my face and they know that I am a live person helping them out. I love the ability to filter the conversations based on the time you received them so that I can prioritize well.
What do you dislike about the product?
None at the moment. I like the current design of the platform, the color, the default font style, the simplicity, and access to basic information are very easy to locate.
I don't really have any complaints but all positive thoughts about this platform since I've used it for more than four years now. As a freelancer, it gets our job done effectively and efficiently with the help of HelpScout. My manager is really proud of our attaining our goals as an individual and as a team since we used HelpScout.
I hope to be able to share this great experience with new users and existing users out there looking for a good platform to use.
I don't really have any complaints but all positive thoughts about this platform since I've used it for more than four years now. As a freelancer, it gets our job done effectively and efficiently with the help of HelpScout. My manager is really proud of our attaining our goals as an individual and as a team since we used HelpScout.
I hope to be able to share this great experience with new users and existing users out there looking for a good platform to use.
What problems is the product solving and how is that benefiting you?
I am mainly handling customer support for an international auction group, our role is the front liners of the business, making sure that the customers' issues and inquiries are addressed in a timely manner and I believe HelpScout is helping me a lot in terms of how I can use the platform efficiently.
Another benefit of being able to use HelpScout is its reliability. As I've mentioned, I've used this platform for more than four years now and since then, I rarely experience having technical issues or any of that sort.
I also realized that because I can access the app on my phone, it's giving me the ease to use it especially when I'm out and about.
Another benefit of being able to use HelpScout is its reliability. As I've mentioned, I've used this platform for more than four years now and since then, I rarely experience having technical issues or any of that sort.
I also realized that because I can access the app on my phone, it's giving me the ease to use it especially when I'm out and about.
Recommendations to others considering the product:
You may check reviews and demos offered. So far so good.
It's good for starters
What do you like best about the product?
The ability to add internal notes without having to send multiple emails to your co-workers
What do you dislike about the product?
The way tickets lose all tags when a case is closed. Finding an old closed ticket is a challenge.
What problems is the product solving and how is that benefiting you?
Customer Support / Customer Success. It's easy to tag and sort tickets, it's easy for team collaboration as well, especially thanks to the internal notes feature. It's easy to ping co-workers from outside the support area and bring them to the internal conversation
Recommendations to others considering the product:
All in all, is a good tool for support. I would only recommend an improvement in the search for closed tickets, that's something I use frequently in my role.
Helpscout has made my team and I's day to day operations flow more efficiently.
What do you like best about the product?
I like having the opportunity to assign conversations to individuals. It creates a more personable customer service experience for the client and allows increased organization internally.
What do you dislike about the product?
One thing I do dislike is the "Traffic Cop" aspect of Helpscout. There are times when it doesn't work as intended if you are responding from your personal email that is linked to helpscout vs in the helpscout dashboard.
What problems is the product solving and how is that benefiting you?
My specific company worked out of a general "Inbox" that had emails from all areas of our services. Helpscout allowed us to respond individually without having to login to multiple inboxes in one day. The benefit has been extremely time saving.
Recommendations to others considering the product:
DO IT! I cannot stress enough how helpful it is. I was hesitant (Do not like change lol) but happy.
Carefully crafted, reliable team inbox
What do you like best about the product?
Help Scout is packed with helpful features, but what makes it so good is really more than the sum of its parts. The product is clearly used by those who build it. Bugs are rare; reliability is regular. The add on features like Docs flow seamlessly together with the core experience.
Docs are fantastic—I can write a support article in one place and then surface that as a pop-up message on a web page, link to it on the product page, or insert it easily into an outgoing message.
Traffic Cop is one of the best quality of life features, which automatically stops an outgoing message from sending if a new message has been detected from the customer or another user.
Docs are fantastic—I can write a support article in one place and then surface that as a pop-up message on a web page, link to it on the product page, or insert it easily into an outgoing message.
Traffic Cop is one of the best quality of life features, which automatically stops an outgoing message from sending if a new message has been detected from the customer or another user.
What do you dislike about the product?
My biggest complaint is in the Docs editor, which is outdated and lacks features like undo/redo. If you try to use the browser keyboard shortcut for undo, it can cause unforeseen issues. However, this aspect of the service is known to be due for an update, and it should be uprgaded soon. The organizational structure in Docs is also a little lacking.
Also, as our company has added users to Help Scout for different departments, some users only interact with the service using the notification emails. While this is a very convenient, it makes things awkward in Help Scout because their reply is added as a note.
Also, as our company has added users to Help Scout for different departments, some users only interact with the service using the notification emails. While this is a very convenient, it makes things awkward in Help Scout because their reply is added as a note.
What problems is the product solving and how is that benefiting you?
Help Scout has helped our team stay on the same page. We know who is responsible for each request, and we can also coordinate with each other using internal notes.
The robust reporting has also been beneficial for tracking volume over time, both for the team and for individual users.
The robust reporting has also been beneficial for tracking volume over time, both for the team and for individual users.
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