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Great email management tool
What do you like best about the product?
Helpscout has a pleasing UI that most email management tools lack. It comes with really cool features such as setting up manual/auto workflows that can really impact your work.
What do you dislike about the product?
Sometimes there are indexing issues with the emails in the list which can cause erroneous data in reports but it's rare. Some new features could also be added such as AI/AGI-aided responses.
What problems is the product solving and how is that benefiting you?
Tracking emails in a single place, ability to combine threads and maintain historical records of a particular user, ability to add notes & collaborate with your team members.
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Awesome tool that takes customer service to the next level
What do you like best about the product?
HelpScout is a game-changer for customer support! Their user-friendly interface and robust features make managing customer inquiries a breeze. The automation and collaboration tools streamline workflows, improving response times and customer satisfaction. With HelpScout, you'll experience top-notch support and efficient communication that takes your customer service to the next level.
What do you dislike about the product?
The reporting and analytics features could be more robust, lacking advanced customization options.
What problems is the product solving and how is that benefiting you?
improved response times and customer satisfaction
Entry-level customer care platform
What do you like best about the product?
It has a friendly interface and requires no inputs of crazy data to work well. The multiple boxes feature are great to keep an up-level, strategic view on your channels easily
What do you dislike about the product?
Integration with some channels not available (like Whatsapp) as well as round robins and more complex adjustments not available on this platform. So not sufficient for larger, more complex operations
What problems is the product solving and how is that benefiting you?
Concentrates most user channels in a very simple manner, while also keeping members data well organized and easy to find. Streamlines converstions and touchpoints with members.
Made my life easier!
What do you like best about the product?
The fact that you ONLY NEED LIKE 5 LINES OF CODE to set it up!!
Using helpscout was a breeze and I'd recommend this to everyone
Using helpscout was a breeze and I'd recommend this to everyone
What do you dislike about the product?
Nothing. It was super easy and worked like a charm everytime!
What problems is the product solving and how is that benefiting you?
Communicating with the customer, FAQ's and a live chat all built into this made our lives a lot easier
Helpscout has improved quite a bit in the last six months
What do you like best about the product?
I like that I can assign incoming tickets to other folks. I also like that they've added new functionalities for helpscout docs e.g. callouts, embedding videos, and inserting an image. It feels like they've copied a lot of the same functionalities as Notion.
What do you dislike about the product?
Making docs look really polished feels like a challenge. There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in helpscout docs. I wish it was easier to space things and still keep the numbering/bulleting system. I wish it was easier to align things right or left (especially photos).
What problems is the product solving and how is that benefiting you?
It makes it easier to have a shared account for customer emails. We now know who is answering what. Gone are the days of duplicating work or letting a customer email fall through the cracks.
A great way to manage customer support email inboxes
What do you like best about the product?
When I first started as a support engineer, we used Help Scout for all our email support and Intercom for all our chat support. I found Help Scout to be a great environment to manage emails from, with great macro templates, tagging, and lots of other handy automation.
What do you dislike about the product?
While I enjoyed Help Scout, it became cumbersome to use both Help Scout and Intercom and most of our support came through via chat, so it made sense to entirely switch.
What problems is the product solving and how is that benefiting you?
It resolved the issue of trying to manage multiple support threads from a poorly formatted inbox.
Product Support made easy!
What do you like best about the product?
Help Scout helps to keep tickets organized and front of mind when serving customers.
What do you dislike about the product?
After adding a note to a ticket, HelpScout navigates you to a different page.
What problems is the product solving and how is that benefiting you?
Help Scout gives us a previously non-existent organization to our support desk and has revolutionized our support to our clients.
solid tool
What do you like best about the product?
simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk.
What do you dislike about the product?
slow to implement chatgbt. should be a slam dunk, hope they ship soon.
What problems is the product solving and how is that benefiting you?
handling all incoming emails
I recommend this whenever I hear a CX team is using Gmail
What do you like best about the product?
When I was in a team of two CX agents trying to share one Gmail account and effectively address customer emails, adopting Help Scout was huge for us. It led to way fewer duplicated efforts and prevented us from even looking at the same email. Previously we had wasted time drafting and even sending different replies to the same email.
What do you dislike about the product?
Nothing, I really didn't dislike anything because I was grateful to be using it.
What problems is the product solving and how is that benefiting you?
Previously we had wasted time/productivity drafting and even sending different replies to the same email.
Support and Services
What do you like best about the product?
We can easily support our clients, provide a knowledge base article library, and manage tickets.
What do you dislike about the product?
I wish there were more advanced integrations to our CRM and a way to take calls and record calls within Help Scout.
What problems is the product solving and how is that benefiting you?
We're able to support end users and clients. Reporting on this activity has helped us understand how much support each product needs as well as predict high traffic seasons.
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