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One of the best support portal I ever used
What do you like best about the product?
mail delivery was the faster like google mail. their documentation and blogs are super friendly.
What do you dislike about the product?
not open source and can't modify features from subscribers end. can't add large size of attachment file.
What problems is the product solving and how is that benefiting you?
can manage thousands customer in one dashboard.
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Using Helpscout since 2015
What do you like best about the product?
Helpscout has been the cornerstone of our support team for nearly 9 years. We've enjoyed the smooth experience, custom workflows and constant deploymetn of new and useful features. The team is always responsive to our feature requests and more often than not we end up seeing these features added to the experience.
What do you dislike about the product?
It's a little on the expensive side for us but the value is there - we just carefully watch the number of seats we need month to month.
What problems is the product solving and how is that benefiting you?
Helpscout keeps our support operations streamline - we manage 200-300 support tickets a week across 5 support team members.
Clear and intuitive platform for managing multiple inboxes within the team
What do you like best about the product?
I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently.
They also offer a weekly newsletter on customer support, which is always an enjoyable read!
They also offer a weekly newsletter on customer support, which is always an enjoyable read!
What do you dislike about the product?
The spam folder sometimes indicates active messages, but when opened, it appears empty. This makes me worry that important emails might be missed.
What problems is the product solving and how is that benefiting you?
I use this tool on a daily basis to keep track of incoming messages and it is great to make sure I don’t miss any client inquiries. It’s also great for teamwork as it enables multiple people handle communications at the same time, so there’s no risk of sending duplicate emails. Overall, it really helps me stay organized and on top of things in my role as a support representative.
Clear interface, multi-featured, good API, and unparalleled amazing support
What do you like best about the product?
The customer support is over-the-top, amazing, above-and-beyond helpful. These are not clichés, they should be taken literally. Turing's Craft has used HelpScout for years, but now we are transitioning from a for-profit company with a fee-based service to a non-profit that will be funded by grants. Until we get the grants, we had to drop the HelpScout service-- and even though we were dropping them, they gave us tremendous help in ways that they were totally not obliged to do. So that is a real measure, don't you think? Going out of your way to help a customer that is leaving. And this has been consistent with their approach through the many years we've used them. OK that's the customer support-- the rest is all good but you can see that through their demos and trials.
What do you dislike about the product?
Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't.
What problems is the product solving and how is that benefiting you?
Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them.
Very simple & user friendly communication tool
What do you like best about the product?
I like that it's very simple to use. Nothing too complicated. Like what you need is what you'll get. Some customer support communication tools/software have a lot of features that we rarely use in our day to day job. And most of them, are just all over the interface which can be too overwhelming for new users. But Help Scout is not one of these tools. It's just very easy to the eyes and not too overwhelming. You just see your inbox - and the different email categories (unassigned, mine, drafts, etc.). The design is so simple and clean.
What do you dislike about the product?
Nothing. I just love how very straightforward it is and just serve its very purpose.
What problems is the product solving and how is that benefiting you?
The ease of use. I believe that in my profession as a support specialist, it's a big help that the tools we use to communicate with our customers are very easy to understand and use. It shouldn't be too complicated and should be true to its purpose. Since Help Scout is very easy to use and the design is very clean, straightforward and very functional, it really helped me to do my day to day tasks with ease.
Easy tracking of multiple tickets
What do you like best about the product?
Live chat option reduces the client query TAT
What do you dislike about the product?
Cannot download CSV file after filtering the emails with tags
What problems is the product solving and how is that benefiting you?
Helps in managing all tickets in a streamlined manner.
Can view the analytics of monthly chats/emails/calls done.
Smooth coordination between team.
Can view the analytics of monthly chats/emails/calls done.
Smooth coordination between team.
EASY MANAGEMENT
What do you like best about the product?
It is great for content management and allows you check performance of your content with audience
What do you dislike about the product?
It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom
What problems is the product solving and how is that benefiting you?
Helpscout helps us to have a content management system for the users as well as effectively manage our customer representatives.
Help Scout is useful to everyone for easy access of work
What do you like best about the product?
Friendly user and everyone easily uderstand about the app
What do you dislike about the product?
Nothing and there is only minor thing and those are not important
What problems is the product solving and how is that benefiting you?
All the mails are visible in helpscout and there is sub folders in mailbox
My team and I LOVE Help Scout
What do you like best about the product?
We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature.
What do you dislike about the product?
Actually, no downsides - Help Scout is fantastic for our CS team.
What problems is the product solving and how is that benefiting you?
Help desk management:
tracking emails & replies.
Tagging system.
Love the workflows to automate everything.
tracking emails & replies.
Tagging system.
Love the workflows to automate everything.
Saved replies crippled
What do you like best about the product?
I liked and appreciated the ease of use of saved replies in my daily workflow easily including saved images, for over 5 years
What do you dislike about the product?
The crippling of saved replies, now when you save a reply, all images are stripped from the reply, now you must create a new process for creating a saved reply adding more work to what was a simple process.
What problems is the product solving and how is that benefiting you?
Crippling the saved replies section of the application has ruined a very useful prooduct.
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