Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Great tool for managing customer support
What do you like best about the product?
The beacon is very nice and easy to embed onto your website. That makes it easy to support website visitors and customers in our app. The helps docs system is also nice since it's embedded straight into the help beacon making it easy for the user to get help without going to the help docs.
What do you dislike about the product?
The customization options for the help docs are fairly limited. It would be nice to be able to add some javascript to customize things more. Also, the beacon has limited customization too. We can make do with what's available, but more flexibility in the customization would be nice.
What problems is the product solving and how is that benefiting you?
It's solving our need for a chat beacon on our website and a central location for all our help documentation. It takes the pain of having to code all the functionality away!
- Leave a Comment |
- Mark review as helpful
I have used HS for Outside and inside comm. as well as doc posting and Data tracking
What do you like best about the product?
Being able to have a view across the team
What do you dislike about the product?
I do not like the subject line merging and removing any added text
I also do not like that threads break
I also do not like that threads break
What problems is the product solving and how is that benefiting you?
Better collaboration across teams. Searchable history
helpful tool for an administrative team
What do you like best about the product?
it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others.
What do you dislike about the product?
there wasn't anything i didn't like about HelpScout
What problems is the product solving and how is that benefiting you?
it was helpful to streamline the process, instead of having the keep forwarding the email to others on the team on the team, it was great to just assign them to those responsible
Solid, straightforward and not so complicated a small biz can't manage it
What do you like best about the product?
Easy to use and can be implemented quickly.
What do you dislike about the product?
There is not really anything I dislike. I suppose it might be nice to be able to customize the welcome message a bit more with the most commonly asked questions.
What problems is the product solving and how is that benefiting you?
We had to cut over a client's online learning management system, which generated a lot of help tickets. They have a small staff for customer support that was overwhelmed using the old help system. Help Scout was a lifesaver.
HelpScout
What do you like best about the product?
Ticket management for support
Help Center
Help Center
What do you dislike about the product?
Coming from Zendesk, HelpScout seemed to be a step backwards
What problems is the product solving and how is that benefiting you?
Client support management and help center
Like the "Big Name" software you already know, but more straight forward.
What do you like best about the product?
Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.)
What do you dislike about the product?
Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep.
What problems is the product solving and how is that benefiting you?
Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing.
Helpful tool for helping others
What do you like best about the product?
Clean interface
Easy to manage tickets
Great support team
Easy to manage tickets
Great support team
What do you dislike about the product?
Mobile app could be better
Docs could use an overhaul
Multiple people assigned to a ticket would be nice
Docs could use an overhaul
Multiple people assigned to a ticket would be nice
What problems is the product solving and how is that benefiting you?
Help Scout makes answering emails and helping customers incredibly easy. Easy collaboration with other team members, comprehensive notifications, and built in live chat/docs features makes a customer support agent's life much easier!
Straightforward and powerful
What do you like best about the product?
Help Scout's overall user interface and navigation is extremely straightforward — it's clear what needs to be taken care of. Compared to other products, the end-user customer experience is also pleasant.
What do you dislike about the product?
No complaints — Help Scout works well for us! Would love to see some further integrations with Customer Success platforms, but the API has allowed us to build what we need.
What problems is the product solving and how is that benefiting you?
I've used Help Scout for many years and at different companies and the experience has always been consistent and predictable. Help Scout allows us to quickly surface and resolves customer issues.
Don’t think it’s fair
What do you like best about the product?
I think that all Helpscout integration, Design and the UI are very user friendly
What do you dislike about the product?
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers.
As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction.
While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money
As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction.
While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money
What problems is the product solving and how is that benefiting you?
Support ticketing and costumer's services
Found the help we needed with HelpScout
What do you like best about the product?
It is straightforward to get up and running. As part of a small business, we needed something that could be implemented quickly, our support team learn easily, and most of all reach our customers seamlessly. HelpScout accomplished all three.
What do you dislike about the product?
Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon!
What problems is the product solving and how is that benefiting you?
Organization. Prior to Help Scout, we had multiple emails that caused confusion internally and for our customers. So, having a shared inbox and being able to assign, add notes, and tag internally has been a huge help. Now, customers can communicate with us efficiently and we can get them the right help they need internally.
showing 31 - 40