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Helpscout review
What do you like best about the product?
It's easy to manage help tickets if your main source of inflow is an email address.
What do you dislike about the product?
There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address.
What problems is the product solving and how is that benefiting you?
We help people manage private equity via a SaaS platform, and we need more intuitive information from our help tickets like, "What screen were they on when the experienced the error?" or "What browser are they using?" We needed a tool that helped us to glean that information without having to ask every time.
Recommendations to others considering the product:
Help Scout was useful to us in the beginning. It allowed us the email integration and team collaboration on tickets we needed. Their tagging system is very good as well. Our needs just grew beyond only having a support email address for tickets. We needed the ability for clients to contact us in other ways. A live chat integration allows us to observe certain information about the client while they are still on the site, like what feature they were currently using when they experienced an error, or what browser might be causing trouble with our platform. We can get issues resolved faster when we have multiple avenues with which clients can contact us, and we can collaborate and provide better service when the clients are happier and more responsive. Not everyone checks their emails every 2 minutes, but if a push notification for a live chat response goes out, they respond right away.
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Efficient and streamlined
What do you like best about the product?
Tracks all current and historical conversations. The assignment feature maximizes workflow and you can tag emails to flow into folders
What do you dislike about the product?
Better searching features for closed tickets/emails that don't have tags
What problems is the product solving and how is that benefiting you?
We handle people operations, tax, accounting and finance for our clients and use helpscout for our daily flow.
Great customer service software
What do you like best about the product?
Easily locate tagged items and assigned messages.
What do you dislike about the product?
Difficult to search through archived messages without having specific info.
What problems is the product solving and how is that benefiting you?
customer supports. favorite benefit is being able to see that a customer has viewed my response.
Help Scout
What do you like best about the product?
Help Scout offers really great assistance and a good product
What do you dislike about the product?
Some bugs in the code have caused minor inefficiencies with work.
What problems is the product solving and how is that benefiting you?
This service provides good record keeping but can be messy to read.
If you haven't used this yet, you are missing out!!
What do you like best about the product?
This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for.
What do you dislike about the product?
The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better than nothing and you can constantly see improvements coming from their development teams.
What problems is the product solving and how is that benefiting you?
We need to make sure that communications come from the correct email aliases - this makes it so easy. Also, internal communication and "notes" feature helped us keep timely information out of Slack and in one place so we always had a reference.
Recommendations to others considering the product:
Great ease of use, highly customizable, support is quick and responsive and answers in less than 24 hours.
HelpScout makes life easier!
What do you like best about the product?
HelpScout is not just a useful tool for handling multiple inboxes and customer inquiries, it is also constantly growing and adapting to their customer needs. Each new release provides something to make our lives easier and more organized.
What do you dislike about the product?
The new search function isn't my favorite, but it's certainly not the worst.
What problems is the product solving and how is that benefiting you?
We manage over 15 different inboxes - this allows us to stay organized, communicate within our team, and make sure our customers are best served.
Recommendations to others considering the product:
Read their blog / newsletters!
Intuitive help desk software
What do you like best about the product?
Help Scout has a very intuitive interface that allows support people to easily move through the queue, assign cases and most importantly, to merge threads that are connected to the same case.
What do you dislike about the product?
I have no problems with Help Scout. I'm guessing the pricing wasn't as good as some other alternatives (as we have changed services).
What problems is the product solving and how is that benefiting you?
Getting answers to customers quickly. Easy to follow on conversations above my level so that I can learn from others.
Solid option for small Support Teams
What do you like best about the product?
Help Scout really makes it simple to set up and run a small support team supporting a small to medium business. Their interface is clean and easy to use, and the integrations are very appreciated, and can add a lot of power to a few agents. Their pricing is also very attractive.
Their support and company culture are also awesome.
Their support and company culture are also awesome.
What do you dislike about the product?
Not so much dislike, as we simply reached our functional limit and needed something that scaled to a larger business with more integrations and more powerful analytics.
What problems is the product solving and how is that benefiting you?
Solving the problem of organizing support and getting a unified channel for our customers.
Recommendations to others considering the product:
Consider it for smaller teams, with very basic support needs. There's options there for integrations, but the data and analytics are lacking for super meaningful product insights. It's good for day-to-day agent performance though.
Help Scout, helps out
What do you like best about the product?
The customer service and ease of use of helpscout allows our small team to efficiently make a workstyle that fits us
What do you dislike about the product?
The one thing we would like to see is the ability to send emails to specific cases
What problems is the product solving and how is that benefiting you?
Help Scout allows us to track and resolve issues in our office
Recommendations to others considering the product:
It's cheap and well made
Excellent Way to Consolidate Platforms and Offer Tutorials
What do you like best about the product?
I love the flexibility and the blog like creation of new knowledgebase docs. The ability to add articles quickly when a new problem comes up has decreased the amount of future calls for that same issue significantly. In addition, the consolidation of our email accounts has been a huge help. Having one centralized inbox has reduced our response times 10 fold. The Hapiness report and the survey in the email signature has aided us in increase our overall NPS score and has allowed us to know who our top performing reps are.
What do you dislike about the product?
I don't like the lack of customization for the article pages and knowledgebase layout. Also, the beacon functionality could be more customizable. It would be great to be able to control more aspects of how the beacon is displayed on each page and what information / articles are made available. There is also a bit of a lack in support when it comes to problems with email. We experience times when emails are attributed to the wrong customer. Lastly, improvements to the woo commerce connection would be appreciated. After several attempts we are still unable to see woo commerce account details on the conversation side bar.
What problems is the product solving and how is that benefiting you?
We are reducing the amount of simple customer service calls by drawing attention to the articles that can answer customer questions.
Recommendations to others considering the product:
Get started with transferring your existing terms and conditions into individual articles within the knowledgebase and link to the new knowledgebase from your existing help center or customer service page.
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