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Easy tool to manage customer service inquiries
What do you like best about the product?
I like it's simple interface and also how it is able to pull up a customers information on the side bar, which allows a stronger context of who you are speaking to before responding.
What do you dislike about the product?
It can get confusing if you have two people responding in the same inbox at once.
What problems is the product solving and how is that benefiting you?
We use it as a tool for customer relationship management. It allows for a seamless integration of our NPS platform, so all inquiries can be answered in a timely manner.
Recommendations to others considering the product:
Ask for a demo so you are able to reap the benefits of all the features available.
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Helpscout: A great ticketing and collaboration tool to handle customer requests.
What do you like best about the product?
* WORFLOWS! By far, this is my favorite feature.
* Excellent, logical ticketing system.
* Generous mailbox allotment.
* The ability to set up one mailbox for customers that could be managed by multiple people.
* Well thought out collaborative tools for managing customer needs and expectations.
* Excellent, logical ticketing system.
* Generous mailbox allotment.
* The ability to set up one mailbox for customers that could be managed by multiple people.
* Well thought out collaborative tools for managing customer needs and expectations.
What do you dislike about the product?
* It can get a little on the expensive side
* Occasional outages during the period we've been using them
* Occasional outages during the period we've been using them
What problems is the product solving and how is that benefiting you?
We were looking for a system for managing customer requests and needs, and being able to collaborate effectively on requests that required interactions with more than one team member. Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary. We all love this tool and definitely feel it helps us to support our customers more effectively.
Simple but does exactly what it needs to do
What do you like best about the product?
We can send emails as though we are the recipient without any complication. When we need support from the company, they have been very responsive with fixing issues.
What do you dislike about the product?
It is so simple that it is sometimes inflexible. The interface design is dated and it does not tie in to as many other apps as alternatives.
What problems is the product solving and how is that benefiting you?
We as a team quickly respond to support requests and track how quickly we respond. It has made our organization much more responsive to customers.
Recommendations to others considering the product:
The best way to appreciate it is to try it.
The future in communicating while traveling!
What do you like best about the product?
The ability to add notes for each customer, add notes, and functionality with up to date information. Also very good integration with the calendar, as well as voicemail options
What do you dislike about the product?
there should be more bulk options, such as being able to delete more than 50 messages at a time. Auto reply also need a to be reset once a month.
What problems is the product solving and how is that benefiting you?
We travel and talk to customers daily, but are unable to convey the information inmediately. This helps for making sure everyone is on the same page throughout an entire job.
Love it!
What do you like best about the product?
I like how easy it is to assign conversation between teammates, keep track of your own conversations, organize conversations, make note to teammates about conversations etc.
What do you dislike about the product?
helpscout will have outages every once in a while - sometimes lasting 1/2 hour
What problems is the product solving and how is that benefiting you?
Email communication with customers
Recommendations to others considering the product:
BUY IT
Our Go To
What do you like best about the product?
I love being able to support our users emails with ease. This product is great for managing the incoming emails and tracking the volume that our team is receiving. The multi-folder option is great for diving up the emails between teams.
The game changers for us are the saved reply option and knowledge-base configuration. This has been huge for our team.
There support team kicks butt.
The game changers for us are the saved reply option and knowledge-base configuration. This has been huge for our team.
There support team kicks butt.
What do you dislike about the product?
The frustrating this is most certainly the amount of down time. Since using Helpscout, our team has experienced a lot of down time. Helpscout is always great at communicating issues and taking ownership of them. It's hard to support our users if the software we use to support them goes down. Hopfully we'll see less down time.
What problems is the product solving and how is that benefiting you?
This product has helped us support the many users that we have. Without it we'd be at a loss.
Recommendations to others considering the product:
Know that Helpscout is great for tackling email support. On the downside, there is occasional downtime and as your team expands you may need additional software to make sure response times and workflow stays quick and consistent.
Help Scout: A Living Tribute
What do you like best about the product?
Help Scout is hands down the easiest helpdesk software I've ever used. We looked into some other competitors and Help Scout is very personable and treats customers like people, not like numbers.
What do you dislike about the product?
Help Scout is still missing a more robust and comprehensive reports system and some key integrations for live chatting, phone calls, and twitter.
What problems is the product solving and how is that benefiting you?
Help Scout enables our support team to function. I use it 8 hours a day while I'm at work!
Help Scout is a delight to use
What do you like best about the product?
Help Scout has the best support ever. Using it is a community experience. We have about 80 users with them, and it keeps a constant stream of connection between all our users.
I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10!
I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10!
What do you dislike about the product?
It has crashed for and hour or so at a time. Very frustrating for us... We also have various bugs that are fixed now... Everytime we have encountered a bug, their team has been resonsive, quick and honest. They really are pros.
What problems is the product solving and how is that benefiting you?
Constant contact between all our customers and the team member that they tie to. We would sink with out this
Recommendations to others considering the product:
If your company is huge, you may want to only use this for support. Also metric are a little lacking as well.
Super simple helpdesk software
What do you like best about the product?
Its simple.
The emails look like they come from a real person, not a computer.
It works much more like an inbox than some other helpdesk systems.
The emails look like they come from a real person, not a computer.
It works much more like an inbox than some other helpdesk systems.
What do you dislike about the product?
Its not as feature packed as the competition meaning once you've been using it for a while and want to improve your process you can't always do so because they lack the features.
Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on customers or waiting on your team so you can report on SLAs)
Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on customers or waiting on your team so you can report on SLAs)
What problems is the product solving and how is that benefiting you?
Support our customers, easily, as a remote team while also making it super easy for the customers. Its been great. Once the mobile app is improved a little and built for iPad it will be even easier.
Love the Docs feature
What do you like best about the product?
The tool is simple and easy to use, but still meets our needs. The ability to create a help content library through their Docs feature was very simple. Love that you can add your own keywords and related articles.
What do you dislike about the product?
Nothing in particular stands out to me at this time.
What problems is the product solving and how is that benefiting you?
We needed one place to manage our customer support & help content for multiple products. There is no question who is handling what ticket, and we can see if people are searching for topics we don't have any help content on. We didn't have those capabilities before.
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