Help Scout

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

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.

Email-Centric Ticket Management

Pluspunten:

HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.

Minpunten:

HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media.

Help Scout: A Great and Friendly Helpdesk Solution

Pluspunten:

This helpdesk solution is amazing because it has been meeting our expectations. I am impressed by the reliability of Help Scout.

Minpunten:

Help Scout is easy to use. No cons related with Help Scout.

Help Scout Makes Communication with Customers Easier

Pluspunten:

Help Scout is a great tool for customer communications. I like the efficient features of Help Scout. Help Scout is so impressive.

Minpunten:

No dislikes about Help Scout. Help Scout has been so amazing.

Help Scout: A Comprehensive and Reliable Customer Service Solution

Pluspunten:

Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.

Minpunten:

I like the efficiency of Help Scout's features. No complains at all.

Help Scout: This is an Easy to Implement and Reliable Solution

Pluspunten:

The capabilities of Help Scout have been so excellent. Help Scout is easy to use and reliable help desk solution.

Minpunten:

Help Scout is so effective. No dislikes for Help Scout.

Help Scout Helps Us Communicate with Our Customers Smoothly

Pluspunten:

I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution.

Minpunten:

No dislikes about Help Scout. Help Scout is phenomenal.

Excellent Service

Opmerkingen: Overall I really like the service and team I interact with. I have good feelings about HelpScout and like that they feel like a smaller more personal service for our size company.

Pluspunten:

They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

Minpunten:

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

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.

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

My personal view of Help Scout

Pluspunten:

I liked how simple it was to use Help Scout. It had a simple, clean design that was easy to navigate, and the customer service representatives were extremely helpful and knowledgeable. It was also convenient that the help desk was open 24 hours a day, 7 days a week, so I could get assistance whenever I needed it.

Minpunten:

The lack of customization options was the least appealing aspect of Help Scout to me. The platform is quite limited in terms of customizing the look and feel of the customer service experience. Furthermore, the customer service representatives appeared to be unfamiliar with product and its features.

It's an incredible help desk tool and is ideal for ticket sales that allow extra staff.

Opmerkingen: Great product for email support teams, but it doesn't work well for others. I like Help Scout's focus, but they need to adapt to the market before they give up.

Pluspunten:

It is your best solution on the market if you are looking to interact with your customers via email only. Really easy to do and CS is also very useful.

Minpunten:

It's hard to spice up the customers. Limits are set pretty quickly when trying to personalize reports or be proactive with clients.

Great way to manage support tickets

Opmerkingen: It was great - I used it only for 6 months.

Pluspunten:

It was easy to use and the onboarding is minimal.

Minpunten:

The searching function can be better with some more granular options

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

Works well but lack of innovations caused us to move away

Opmerkingen: We used Helpscout to manage customer support. The system was competent but uninspiring. Rising expenses and other issues mentioned above caused us to break up with it.

Pluspunten:

Tracked tickets extremely well. Also the canned responses worked well.

Minpunten:

The beacon on our website didn't work that well. There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on. After marketing en email as a spammer, we would continue to get emails in the future from that same email address.

Couldn't run my business without it

Opmerkingen: For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.

Pluspunten:

After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.

Minpunten:

It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.

Live Chat + KB --- Count Me In!

Opmerkingen: Whether it's pre-sales questions or general customer service, Help Scout was there from day 1. I was able to have them answer all of my pre-sales questions within a day or two, it mainly took so long because I wasn't sure of what all I needed but they kept responding question after question. Even after the fact when I signed up for their trial they started sending me helpful auto generated emails for tips and tricks on how to use their platform. Since it was a new platform of course I was bound to get stuck at times, but I was able to reach out at all times and get a reply back promptly. They were even nice enough to extend my trial because I hadn't gone through all of the features in depth yet.

Pluspunten:

They refer to support tickets as conversations, which might not seem like much at first but if you really think about how much you value your customers you will appreciate this verbiage. They have offline/live chat support pop ups that they call "beacons" and you can have different ones depending on where a customer is at on the page. This was extremely helpful for me as I am selling software so having a beacon on the general website for pre-sales was a must but I also wanted a secondary beacon behind a paywall for premium support and their platform allows for this type of setup. Lastly, most live chat companies only cater towards just that --- live chat. However, I wanted an all in one solution of live chat + a knowledge base. Help Scout has both available within their platform and it's super simple to setup.

Minpunten:

The only thing I feel they could improve on is more features as far as layout and styling for the knowledge base. It was lacking in that sense but other than that I didn't see anything that I personally needed to be different.

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.

Excellent customer service software

Opmerkingen: I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.

Pluspunten:

Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already. Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not. Automated workflows based on custom parameters are incredibly useful, too!

Minpunten:

Could have a more robust Zapier integration.

Terrific product. Great UI. Does lack on the integrations

Opmerkingen: We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Pluspunten:

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use. VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Minpunten:

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets. Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Keeps our customer support organized and on task

Pluspunten:

A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours. There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful). Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.

Minpunten:

IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

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)

Useful tool for managing customer communication

Pluspunten:

I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

Minpunten:

Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).

Help Scout for Customer Support

Opmerkingen: Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data.

Pluspunten:

Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity.

Minpunten:

Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account.