Help Scout Avis et détails du produit

Ease of use and reporting as well as options for customer self service

There is nothing about Help Scout that I dislike

Customers are being helped in a timely manner due to the ease of use and reporting available. HS is great from a workforce management perspective.

Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us.

Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it.

Im solving the problem of using Outlook to manage 5 mailboxes recieving hundreds of emails per day, MS Outlook is just NOT created for shared mailboxes at all the experience is frustrating for us and our customer. The big benifit of moving to helpscout is the save of timing and headcounts in handling daily emails.

Help Scout has allowed us to scale nearly 30+ saas businesses within one master account and allows user scalability with ease. Also, our Account Manager, Sewar, is super hands-on and is a valuable outside contributor to our company. We're in constant communication and always providing ideas for better workflows.

There are a few features that the team is currently getting in front which will enhance our usage. Other than that nothing to dislike.

Scalability and foundational consistency across all our products. It's allowed us to have consistent measuring of desk health and agent performance.

HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit.

We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform.

We primarily use the platform to respond to customer tickets and inquiries. We've seen a major boost in efficiency and collaboration between departments.

it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD.

Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team.

We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings.

Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional. Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!

I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions.

Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we can track all the required things on our end through the platform. Ticket numbers exist, but there's no reason a user needs to see them!.it Help me to send mail easily

Help Scout has helped us step up our customer service. Before, we used shared email inboxes and had many problems with duplicated effort, accidental deletion of emails, and inability to track customer service issues. Help Scout changed all of that. One of my favorite features is the "traffic cop," which allows users to see in real-time who among their co-workers is currently reading and/or responding to a specific email from a customer. I also like the ability to add notes to an email conversation that are only seen internally and the ability to "mention" a co-worker on a particular conversation so that he/she is brought into the loop to help solve the customer's issue when needed.

I'd like to see a few more admin-level settings, like the ability to control which users can create new tags. But honestly, I would categorize these things as my pie-in-the-sky wishlist items. I wouldn't say these are "dislikes." The Help Scout team seems to be continually developing the platform and adding new features, and they welcome regular feedback from their clients on how to improve it.

Mostly it has just taken our customer service to a new level, which is a big win.

Their support team is super responsive and goes above and beyond to help whenever we need anything! We don't need a major solution like Zendesk, and Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!

I truly don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication about them is transparent with quick resolutions.

Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we are able to track all the required things on our end through the platform. Ticket numbers exist but there's no reason a user needs to see them! When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs.

The support review queue is very well made and easy to navigate. The saved replies functionality is powerful and helps increase my productivity as I'm going through my queue.

I would like to be able to decide whether to include the satisfaction rating prompt into a reply or not - sometimes it's just not suitable to add.

Dealing with my email customer support queue. The benefit is that I am now much less stressed about it compared to when I was dealing with it via just my email.

I really appreciate the thought Help Scout has put into their CRM. It's easy to use and get started with. Everything is straightforward and they've minimized the learning curve. They offer everything you need for your company to stay connected with your customers. The couple times I've spoken with a customer service representative they have always been pleasant and their answers were easy to understand.

So far I haven't really found anything I don't like. Everything has worked properly.

Help Scout let's us display our help articles on our own site via a beacon when a user is logged into their account or dashboard. It offers convenience to our customers and helps us look like we're on top of it!

- Clean user experience and interface - Simple to use, not buggy (I encountered a huge amount of bugs with Front) - LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits

- Probably doesn't have as many advanced integrations and automations as other platforms (it's more simplified in its approach)

HelpScout powers our operations infrastructure from a shared inbox.

I like the ease of seeing the chain of correspondence with clients and various team members.

Honestly, there isn't really anything I specifically dislike about it.

Coordinating various projects with managers and team members. It helps me to keep the workflow a lot smoother.

The functionality in HelpScout is straightforward and intuitive to use. It's easy to assign and reassign tickets to the correct people and ensure they're all followed up on.

Some of the navigation can be a bit confusing when first being introduced to the tool but once you get up and running, it does not cause any issues.

In my use case, customer support tickets that need to have a sales rep follow up on are assigned to me. From there, I assign them to the correct rep. It's nice because if the rep does not follow up or if the customer repsonds, we get notifications so we can make sure that someone gets in contact with the customer ASAP.

Our customer service team works with 3 different companies. HelpScout allows us to sort automated emails into folders automatically and makes it easy to assign tasks to each team member across all our brands. The saved responses might be my favorite feature because we can save all the answers to our frequently asked questions and select them from a drop-down. It keeps our messaging consistent and saves a ton of time.

The only thing I dislike is that I often get notes sent to my email, and in the past, I've accidentally responded to the customer instead of my colleague who left the note.

We now have a central location for all our customer service across all our brands and can assign tasks in a way where the whole team can see what's going on. This helps keep us all on the same page and makes us more efficient.

Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features.

We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great.

The ability to connect quickly with clients over more than just email. Many of our client users do not have work emails or easy access to them so the in-app chat breaks down the client and support communication barrier. We also love the ability to send targeted messages to users to let them know about app issues or updates.

It lets me tag other people in a task to eliminate me having to send an email! Efficient and easy

Honestly, I don't think there is anything I don't like! I have not run into any problems using it or malfunctions with the software.

We use all of our incoming office calls to be filtered out through Helpscout. It saves our receptionist lots of time and cuts down on direct phone traffic

Before Help Scout, I was managing all of our requests inside my inbox. I would forward emails to co-workers for them to help. Now co-workers can log in and grab tickets as they come in, or I can quickly assign them right inside the system. The option to see only tickets assigned to me also removes the overwhelming feeling of a full inbox. We recently started using tags as well, and that has been a game-changer as well. Also, seeing the notes pass right into our Slack channel helps speed up the process and keeps everyone on the same page. I am looking forward to learning about the other features and implementing them as well. Thank you for making me and my team more productive.

I have no grips about Help Scout. I think it would be awesome to have training webinars. Disclaimer there may be webinars; I may not have found them yet.

Staying organized and productive becomes more difficult as a company begins to grow. You realize you now need an entire support team vs one support person. Then you realize you need a product to help organize support tickets and keep track of the tickets. This is where Help Scout came into play for us.

When I log in to Help Scout, I can immediately begin my workday in an organized and stress-free fashion. Its user-friendly interface allows me to get all of my work done in a timely manner. Customer care is of utmost importance to us, and thanks to Help Scout's reliable service, I am able to support all of my customer's needs, whether it be through email, phone calls, or chat. The "Saved Reply" feature is my absolute favorite and has saved me so much time in replying to my customers.

I used to be able to attach photos to my Saved Replies, and now I'm unable to attach any images. Once in a while, It can be a bit slow when searching through past conversations or using keywords.

Help Scout helps me stay organized and allows me to give my customers the best care possible. With Help Scout, I can better manage my time on tasks, prioritize issues, and reach out for support from my superiors. I no longer look at a full inbox and feel intimidated. I start from the bottom, tag each email with our custom tags, and start responding to customers based on priority level. I feel a bit spoiled, having used this platform for three years now. It's so user-friendly, and the help I received from the support team is fantastic.

Ticket thread management; multi-user; documentation library; beacon

notifications could be more independent from the operating system - too easy to miss.

Ability to manage support tickets better; support documentation library

It gives you 3 options for messages so that you can control when an email is no longer 'active' so you won't accidently forget an email. It also allows you to add a note to emails which means you can discuss with colleagues how to respond to the email without accidentally emailing the customer. I also love that you can assign emails between team members.

The only issue i have is when an email has been assigned it moves into the folder of the person you've assigned it to (which is good) BUT when the customer replies, the reply goes to the person (and not the group inbox) so it is easy to miss, especially if the person isn't working that day. We try to reply to all emails within 24 hours, and this issue can add a delay to our replies (as we don't always notice).

You can discuss how to respond to the email by adding a 'note' to the email, and it's easy to manage action required emails, and quickly ignore any advertising emails.