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Great email management tool for your company
What do you like best about the product?
Smooth UI/UX, ability to set up automatic and manual workflows
What do you dislike about the product?
Can get buggy at times, reports may have caching issues
What problems is the product solving and how is that benefiting you?
Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively.
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Best way to provide support
What do you like best about the product?
Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far.
What do you dislike about the product?
There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience.
What problems is the product solving and how is that benefiting you?
We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions.
Easy to to escalate and collaborate
What do you like best about the product?
I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket.
What do you dislike about the product?
I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS
What problems is the product solving and how is that benefiting you?
when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket.
My favorite inbox management system!
What do you like best about the product?
I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other.
What do you dislike about the product?
I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd.
What problems is the product solving and how is that benefiting you?
Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams.
Help Scout Review from a Customer Support Team Lead
What do you like best about the product?
The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams.
What do you dislike about the product?
The keyboard shortcuts sometimes block certain actions - I often find when trying to tag that the system thinks I'm using a shortcut & then follows a ticket, not tag.
What problems is the product solving and how is that benefiting you?
Organizing types of customer tickets by team/topic or even individual.
Great
What do you like best about the product?
I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized.
What do you dislike about the product?
It sometimes can get a little glitchy when adding images to replies.
What problems is the product solving and how is that benefiting you?
The ability to handle a high volume of tickets and ensure their proper routing to the appropriate teams is a crucial aspect of using Help Scout. Managing this process efficiently guarantees that each ticket receives the attention it deserves, leading to prompt and accurate resolutions.
Customer support is the key
What do you like best about the product?
The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests.
What do you dislike about the product?
The interface is still seems to be old to me, it can be improved with easy navigation like other tools.
What problems is the product solving and how is that benefiting you?
We can able to chat with our users in a real time to resolve their issues, answer sales questions, and guiding users with the knowledgebase.
Helpscout is very CX user friendly for handling emails
What do you like best about the product?
I feel helpscout is a best tool compared to all other competitors who are still in the learning stage of email management. The number of workspaces, modifications, feature rich tool helps in effective management of all inbound customer emails.
What do you dislike about the product?
The thin line between switching between auto and manual workflow, which can trigger 1000's of responses to closed emails is a problem, there needs to be a dialog box warning users the result of action while setting up a workflow. Ive triggered 2000 email responses for already closed email just because of 1 toggle switch, which I did not notice until some other person reported.
What problems is the product solving and how is that benefiting you?
Helpscout is solving all email support issues at our organization. We have 6 email workspaces on helpscout all for various entry points of email queries. HS is helping us effectively manage all the emails on our platform.
So easy to use, absolutely love it
What do you like best about the product?
the team at helpscout obviously spoke to customer service agents to understand how they work and what they need to make work easier. the layout is intuitive (much better compared to traditional enterprise solutions) and allows all the most important app integrations
What do you dislike about the product?
honestly nothing. i love being in the app using it. it has made tickets so much more enjoyable. plus the team at help scout are just lovely and provide such quick and great assistance with any issue i have
What problems is the product solving and how is that benefiting you?
helpscout is for us a central solution for all agents, all tickets, and all knowledge. it makes it easy for me as an administrator to keep track of how my team is doing and where they are stuck. reports are very useful too and it's just wonderful that the knowledge base is there too.
Help scout has helped us to manage our Support Team in a proper way with multiple feature access.
What do you like best about the product?
The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go.
What do you dislike about the product?
When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy.
What problems is the product solving and how is that benefiting you?
Help Scout is helping our system to know about the customer tickets and helps us manage the keys and customer chats. This has improved customer satisfaction. Due to which our Business performance has increased and we are more happy to serve in large numbers
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