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Simple tool for small to medium sized companies
What do you like best about the product?
The simplicity of HelpScout keeps the learning curve low, which means that most team members can get to work quickly after onboarding.
What do you dislike about the product?
There's not a great range of features or integrations, so we often have to use multiples tools when it would be nicer to have a single support platform.
What problems is the product solving and how is that benefiting you?
Great at resolving high volumes of email and chat requests. We also use their Docs tool which works as a nice, low-level knowledge base.
Recommendations to others considering the product:
It's not an all-inclusive tool (not a ton of useful integrations and no ability to create tickets), so HelpScout seems best for small to medium size teams with mild to moderate customer support volume.
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Really Really Bad Product and Support
What do you like best about the product?
That it has a free trial. Otherwise, it's awful.
What do you dislike about the product?
- Hundreds of bugs never get fixed. Bad support
What problems is the product solving and how is that benefiting you?
I realized the benefits of zendesk.
Help Desk Meets Shared Inbox & Email Decluttering Tool
What do you like best about the product?
The UI/UX of Help Scout is beautiful. You can tell that they put a lot of thought into the design of the tool. The functionality is incredible as well. With "Workflows" to identify inbound emails and direct them/assign them where you need them to go based on many different triggers, very powerful.
I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I am subscribed to go to Help Scout instead of directly to my inbox. Now when I go to my G Suite inbox, I know that the emails showing there are time sensitive and important.
It is also a gem for the help desk side of things. Managing inbound support inquiries from clients is a joy within Help Scout. So much in-fact that we have been pushing Help Scout to our own clients because it has worked so well for us!
I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I am subscribed to go to Help Scout instead of directly to my inbox. Now when I go to my G Suite inbox, I know that the emails showing there are time sensitive and important.
It is also a gem for the help desk side of things. Managing inbound support inquiries from clients is a joy within Help Scout. So much in-fact that we have been pushing Help Scout to our own clients because it has worked so well for us!
What do you dislike about the product?
I really wish there was some type of timer that could begin when you start working on a support ticket. It does not even natively integrate with Harvest which would be great. We really need to be able to know how much time we spend solving individual support tickets (sometimes to bill clients based on the time spent).
It would be great if there was some type of "live chat" functionality baked into the Beacon which you can host on your site. Having competitors similar to Intercom, it would be great to kill two birds with one stone versus getting our clients set up on a help desk + live chat service. Would be awesome if they could integrate this.
It would be great if there was some type of "live chat" functionality baked into the Beacon which you can host on your site. Having competitors similar to Intercom, it would be great to kill two birds with one stone versus getting our clients set up on a help desk + live chat service. Would be awesome if they could integrate this.
What problems is the product solving and how is that benefiting you?
Customer support, info requests, sales requests, email decluttering, alert system (for the IT side of our business, alerts get pushed into Help Scout and we can monitor them nicely from there depending on whether or not we have to take action).
Recommendations to others considering the product:
If you do not currently have a Help Desk, are sharing an inbox between employees, or have an out of control inbox, a Help Desk is a must-have. Especially one like Help Scout which is built very well for these use-cases and is very easy to use. Yet powerful.
Great for general support
What do you like best about the product?
It has a nice API, which allows integrating data from other systems inside, in the sidebar
What do you dislike about the product?
The API is nice but lacks customizations in the interface. Maybe for security matter, or standardizing, but it would be great to have more freedom on the output of each app.
What problems is the product solving and how is that benefiting you?
Communication with our clients by email (the most common, for now). Good for many team members have access to one email inbox
Recommendations to others considering the product:
You can try it free with one inbox. Worths a try. And give the API a try. The option to display data from your ecommerce or account system with customer's data right in the ticket is great to improve the context.
Easy to Use
What do you like best about the product?
It's easy to use, doesn't require extensive training for someone new to the team, it's a simple interface but very intuitive to use. The Happiness Scores and Workflows are some of the best features.
What do you dislike about the product?
There is no Android App, livechat features and not many integrations.
What problems is the product solving and how is that benefiting you?
We use it for our Helpdesk and it was great to build our FAQs and knowledge base. We have been able to automate a lot of the processes that used to be done manually, saving up al lot of much time.
Recommendations to others considering the product:
Make the switch! I think it offers the best value out of all the helpdesk tools.
Love Helpscout
What do you like best about the product?
It's just smart and we love the features
What do you dislike about the product?
nothing at all- I like all features Helpscout has been great. The downside? They send annoying emails on how to improve life. My boss and I dislike this.
What problems is the product solving and how is that benefiting you?
quick or saved replies and great reporting
Recommendations to others considering the product:
do it.
Great Tool!
What do you like best about the product?
I like the newly added ability to tag people into your convo threads! It makes things easier when you're looking to get the feedback from multiple users instead of assigning to individual parties.
What do you dislike about the product?
I miss that search would auto-populate suggested items, now you have to type the full name/item in search and scroll through your options. A small step but it takes away from productivity times in the long run if you're doing multiple searches in a day.
What problems is the product solving and how is that benefiting you?
Connecting with members to find solutions asap for various questions, and being able to get the info needed from different teams (billing, leadership, events, etc) to follow up. Also being able to tag emails with various key words to make sorting easier and efficient.
Recommendations to others considering the product:
Bringing back the "smart-generation" for the search menu, I preferred when search didn't send you to a new page prior to the update that occurred with it earlier this year.
Help Scout Agent
What do you like best about the product?
I really liked that Help Scout required the use of the physical telephone rather than getting calls on the computer as well as having the canned messages for emails. That was helpful
What do you dislike about the product?
There was a high volume of calls that our company never received
What problems is the product solving and how is that benefiting you?
We solved customer inquiries and requests in our CS department
Recommendations to others considering the product:
I would recommend to test out the system to ensure you are receiving all of the calls the customers are making
Helpscout is a decent email management software
What do you like best about the product?
I like that you can have multiple people inside the same email inbox.
What do you dislike about the product?
The reporting is not that helpful and it's a bit confusing how they force a specific workflow.
What problems is the product solving and how is that benefiting you?
It allows you and multiple members of your team to easily access the same inbox and multiple inboxes inside 1 login.
Efficient platform for seamless customer service management
What do you like best about the product?
Before using Help Scout, our company utilized a shared Outlook folder to manage customer service emails. This was naturally a little unorganized and led to duplicate responses and forgotten messages. Help Scout allows our team to easily assign tasks to coworkers, track whether or not replies have been sent, and add notes. We have never been more organized with customer service!
What do you dislike about the product?
There is not much that I dislike about Help Scout. If I had to choose something, it would be that it is possible to accidentally send a response to a customer if you reply to an email. To be fair, they do warn about this, but some coworkers who use the service less often than others have still done this accidentally in less than ideal situations. I wish there was a way to turn off this functionality altogether (unless I am unaware of how to do so)!
What problems is the product solving and how is that benefiting you?
We are solving lost time because we can save common replies and assign tasks to the correct individual. We are making our customer service more efficient and timely because we can check tasks and close tasks in a timely and organized fashion.
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