Help Scout reviews

Customer relationship management platform

Pluspunten:

It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets...

Minpunten:

Too many functions can make it a little difficult for beginners to get to grips with the interface

Very Solid Ticketing System

Opmerkingen: Overall, we absolutely love the app. It has suited our needs perfectly.

Pluspunten:

Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect.

Minpunten:

Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful.

Good for a temporary fix.

Opmerkingen: It's a good basic system. If you are looking for a ticket system this is a great choice.

Pluspunten:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Minpunten:

Our business needed customer management and HelpScout was not a good solution for that.

Help Scout is the most effective method of providing assistance

Opmerkingen: Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace.

Pluspunten:

Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.

Minpunten:

The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.

A great help desk platform

Opmerkingen: It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand.

Pluspunten:

Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects.

Minpunten:

While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios.

Great customer focused company to work with!

Opmerkingen: Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Pluspunten:

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Minpunten:

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

It couldn't be simpler to use; I adore it!

Opmerkingen: Help Using Scout, you can easily categorize your support requests and generate customized reports for each inbox. We can track the growth of our user base, learn about the challenges our clients have, and observe how our support practices evolve thanks to the reporting tools. It also facilitates reporting on key performance indicators for our business, such as average response and resolution times.

Pluspunten:

I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.

Minpunten:

For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect.

Help Scout for Business

Opmerkingen: Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

Pluspunten:

This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

Minpunten:

There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

A reliable customer support solution

Pluspunten:

For our team, this tool has been instrumental in improving our customer service operations. We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely manner. Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication.

Minpunten:

Some users may find the reporting and analysis functions basic compared to other helpdesk tools

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Opmerkingen: to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Pluspunten:

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent. Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Minpunten:

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Very nice online customer support service

Opmerkingen: I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it.
There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them.

Pluspunten:

* You can setup online ticket support system for your clients very easy and cheaply * Your support engineers will have everything they need to support your clients effectively * No bloated unnecessary features, only those that you need

Minpunten:

* Online mobile version leaves much to be desired * No way to merge several tickets at once * You can't make a note/reply and keep the ticket open, you have to re-open it.

An excellent, lightweight, streamlined, modern helpdesk solution

Pluspunten:

First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead. For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.

Minpunten:

The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original. That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.

Great for small teams!

Opmerkingen: When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

Pluspunten:

-Extremely easy to set up, add employees to, and use on a daily basis without hassle. -Love the option to assign communications and update the status of them. -Simple, straightforward design. -Did I mention is was easy? Almost no training required.

Minpunten:

-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

Potentially good system for handling customer service

Opmerkingen: Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.

Pluspunten:

Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.

Minpunten:

Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.

Easy to use, flexible, and great support

Opmerkingen: We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization. The support team at Help Scout has been fantastic as well; they've been very receptive to feature suggestions, quick to resolve what few issues we've encountered, and every contact with them has been a great experience. That last part is important; I personally deal with the support teams of a dozen or so vendors on a regular basis and sometimes the lack of attention to detail and reading comprehension in level 1 support is astounding. Very refreshing!

Pluspunten:

Easy to use.

Minpunten:

No android app, but the web app is still quite functional on a small screen.

Easy to use, great support

Opmerkingen: We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software. The support is quick and always helpful.

Pluspunten:

Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams. The reporting is also useful for creating guides based on real search terms.

Minpunten:

A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies.

Great Central Inbox For An Agency

Opmerkingen: Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers.

Pluspunten:

This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!

Minpunten:

There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.

Easy to use and helpful features

Opmerkingen: Very helpful and friendly e-mail platform for customer service and customer service related analytics.

Pluspunten:

I like that it is very easy at the eye, we use it mainly for customer service and e-mail threads are really easy to catch up on even if conversations are several or long. Also Love the preset answers feature, very helpful for general questions.

Minpunten:

The thing I like the least is that filters are not the friendliest sometimes besides the filter you need to look further yourself for specific info.

Love Help Scout

Pluspunten:

I love all of the features that Help Scout offers. We're a growing CS department and it's scaled with us quite nicely. Our Developers are able to customize is for us and it's quite easy to use.

Minpunten:

There are only a few things I don't like about HS. The main thing is that it would be nice to make article formatting easier to use with out HTML. And, it would awesome if they implemented a live chat feature, so we didn't have to use Intercom in addition to HS.

Powerful and Easy to Use!

Opmerkingen: Ease of use, overview of mailboxes and emails, time-saving shortcuts

Pluspunten:

Love seeing all message threads with the contact to the right when an email is open Like being able to star certain boxes so they show up first Love being able to have stored replies Like being able to keep notes that you can see at a glance upon opening an email

Minpunten:

Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time. Don't like that you can't order or resize the starred mailboxes Don't like that multiple addresses for the same person aren't flagged somehow

Help Scout review

Opmerkingen: Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis.

Pluspunten:

I was impressed by the overall features and functionality of this product. In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account. Each mailbox can be configured with an associated beacon, i.e. chat and customer support monitoring with customizable behavior depending on what end user experience you wish to offer to your customer support. Last but not least Help Scout features documentation pages which act as a knowledge base for supporting your users and thus eliminating support calls.

Minpunten:

I would like to see more granular configurations made available in the aesthetic side of a knowledge base. I would also like to see the basic plan to support up to three knowledge bases out of the box without an extra charge beyond the first one.

Makes life SO much easier

Opmerkingen: HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.

Pluspunten:

- Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix problems in a pinch - about 20 other things :-)

Minpunten:

Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good)

Great product

Opmerkingen: I’m so glad I started using helpscout, it’s easy to integrate with other apps we’re already using and our whole team loves it.

Pluspunten:

I use helpscout as a simple task management platform for a small team. I know there are other task managers out there but helpscout is so easy to use and simple in tracking tickets, assigning and closing, it’s all I needed to stay organized with projects and small tasks for my team.

Minpunten:

I wish I could get more details in the reporting. Maybe I have fully used it to the full potential but I would love to have full reports on each team member and how long each task took them, and be able to see this at a glance.

Great way to organize customer interactions

Pluspunten:

This was the first customer service software we used as a team and it is really solid for being able to connect with customers through multiple points of contacts.

Minpunten:

I really wish we could connect the entire customer journey within helpscout, it would allow our team to be more informed when dealing with customers.

Simplifying Helpdesk Operations: The Power of Help Scout

Opmerkingen: I was given the chance to use Help Scout for monitoring consumer enquiries and support requests during my internship at the university's Department of Pharmaceutical Development and Research. The program succeeded in resolving client issues effectively and assuring prompt responses. We were able to deliver cogent and consistent client service because to its collaborative inbox function, which enabled easy communication among the support team. We were able to measure customer satisfaction numbers and pinpoint areas for improvement thanks to Help Scout's reporting and analytics features. Overall, Help Scout's user-friendly interface and extensive capabilities significantly improved the customer assistance experience inside our department.

Pluspunten:

A robust feature set provided by Help Scout is revolutionizing customer support administration. Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact. Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer satisfaction. Help Scout's automation features automate monotonous operations to give support workers more time. Additionally, it offers meaningful insights into customer service effectiveness through its extensive reporting and analytics. Businesses may quickly link their preferred products to Help Scout's vast integration possibilities and design a unique support environment. Overall, Help Scout improves efficiency, streamlines customer support processes, and improves the client experience.

Minpunten:

There are some restrictions to take into account, despite the fact that Help Scout has several advantages. The absence of native phone and chat support tools, which may be essential for enterprises needing real-time client communication, is one downside. Furthermore, learning the sophisticated functions of Help Scout might have a steep learning curve for new users, demanding rigorous onboarding and training. Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity. Last but not least, the pricing structure can be a problem for startups or small firms with tight funds. Help Scout is a top option for customer support management in spite of these shortcomings thanks to its total value and robust feature set.