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HelpScout is a great tool for a small business needing a HelpDesk ticketing service.
What do you like best about the product?
HelpScout is great for ticketing that allows additional collaborators, making draft emails to customers, and getting quick and easy service to those customers who inquire. The note option is incredibly useful for small teams that need to collaborate or follow up with a customer when the agents may need additional information or assistance. There is a lot of intuitive UI structure in HelpScout and it's easy to get a grasp on using as a new employee.
What do you dislike about the product?
The reporting is limited for what our needs as a growing company are. Trying to get the reports emailed and importing information to other services can me a challenge. We have had to use several means of documenting and collecting data for our customers based on what they want to hear about and see the data for. As we have continued to grow, our company has had to consider other alternatives because of this issue. There is room for improvement, and it could really make HelpScout a great HelpDesk ticketing application.
What problems is the product solving and how is that benefiting you?
We needed a ticketing software that would easily allow our agents to provide technical support and HelpScout had it all when we had started out. It takes care of documentation, merging of older conversations for the same customer and managing their information.
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Kyle Long
What do you like best about the product?
At first I was lost and not used to asking for help. But after talking to kyle and realizing how helpful and knowledgeable he is, I felt much more comfy. I am a stickler for plus 1 customer service and boy did he deliver. I thought HelpScout may not be the right fit for what I need but Kyle quickly showed me how to organize my tickets, answered all my questions, and showed me some awesome features Help scout has to offer. Whatever you're paying the kid, double it because you just don't find good people like that anymore.
What do you dislike about the product?
I am still learning and getting to used to everything so i do not have any critiques yet
What problems is the product solving and how is that benefiting you?
When using my gmail acount i was getting email threads with dozens of people in them asking questions along with emails coming at me from several different sources, not just customers, i quickly realized more people than necessary were falling through the cracks and I do not operate that way. I asked my Chief of Staff Kristen for help and she found me the platform with you guys! Everything comes in seperately by time, ticket number, and human being, so i can focus on one person at time in order and make sure EVERYONE is taken care of.
This solution is easy to use and allows us to improve our productivity.
What do you like best about the product?
We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions.
What do you dislike about the product?
The integration with salesforce could be improved.
What problems is the product solving and how is that benefiting you?
Help scout allows us to respond quickly and efficiently to our customers and improve the user experience.
Navigation is easy
What do you like best about the product?
Email notifications are instant and well timed
What do you dislike about the product?
Sometimes the website is down without warning
What problems is the product solving and how is that benefiting you?
Helping meet client needs
Optimization at Every Facet - More Than Just a Comms Desk
What do you like best about the product?
This is an incredible help desk U.I., and absolutely NO ONE beats HS's own customer care approach and attention to detail.
Instead of slapping together a help desk service for the sole sake of offering a product (like some)-- HelpScout is a care desk that has been made by amazing professionals already in the customer care space-- a service BY support teams FOR support teams.
This tool is developed with optimization in mind at every step. It is NOT one of the comms services that sits idle with intermittent bug fixes that are so common to find today, but rather a tool that is constantly being developed and improved with new features that serve current industry needs as they change with the world. A tool that can be brought on to any company scale and proves itself with metric improvements rapidly.
Any new HelpScout end-user will notice the signs of this last point immediately: HS has gathered a team of brilliant, kind, and diverse humans for itself-- and it shows at every step.
Instead of slapping together a help desk service for the sole sake of offering a product (like some)-- HelpScout is a care desk that has been made by amazing professionals already in the customer care space-- a service BY support teams FOR support teams.
This tool is developed with optimization in mind at every step. It is NOT one of the comms services that sits idle with intermittent bug fixes that are so common to find today, but rather a tool that is constantly being developed and improved with new features that serve current industry needs as they change with the world. A tool that can be brought on to any company scale and proves itself with metric improvements rapidly.
Any new HelpScout end-user will notice the signs of this last point immediately: HS has gathered a team of brilliant, kind, and diverse humans for itself-- and it shows at every step.
What do you dislike about the product?
Any elements that would fall here are less about big-picture team performance and more about individual customization-- basically into the developer weeds of "this would be amazing to have". (Though consistency has shown that HS constantly finds and implements improvements like that-- already 3 within the year I have used this tool.)
I wish I could say there isn't an immediate and thoughtful response to any support questions. I wish I could say the tool is hard to train, or that they don't have one of Australia's best writers at the helm of their newsletters. Because then HS would be closer to most services. But I cannot. (I have never come across a system that satisfies so wholly-- except several Siemens PLM tools!)
I wish I could say there isn't an immediate and thoughtful response to any support questions. I wish I could say the tool is hard to train, or that they don't have one of Australia's best writers at the helm of their newsletters. Because then HS would be closer to most services. But I cannot. (I have never come across a system that satisfies so wholly-- except several Siemens PLM tools!)
What problems is the product solving and how is that benefiting you?
1) Ticket workflow optimization. | Cutting down on the wasted minutes (that add up quickly) that any support team has to deal with: i.e. sifting information, keeping the whole team on one page for a particular ticket, etc, which results in immediate metric improvements surrounding ticket resolution and timelines.
2) Internal support team communication. | Tagging, workflows, and notes-- all are HS features that come together to allow excellent team accessories. (EX: Person A can come back from X weeks away and within seconds will understand the current state of any ticket that Persons B, C, and D have been assisting with.)
3) Integrated data collection. | HelpScout does this in *many* ways, but two that we use constantly are the in-ticket quick reviews and metric reports. Their user-friendly data integration allows us to gain useful, simple satisfaction "ratings" from a customer the moment they are feeling it-- resulting in more accurate responses and /more/ responses in general. We also use HelpScout to handle internal tickets-- and love that the in-ticket review feature is toggle-able.
4) Getting crucial information/answers to customers in a discrete and digestible way. | HelpScout'Is "Beacon" tool is the box of chocolate turtles nestled between the incredible Harry and David pears. It can be used to serve any user-facing needs, regardless of the needs or the user. We use it to give marketing information, offer quick-reference documentation, and provide live chatting with the support team. All nestled into an appropriately-designed button added to any page you use (via API).
5) Customer care analytics and insight that can only come from a company dedicated to its craft.
There are more, but those are five that come to mind immediately.
2) Internal support team communication. | Tagging, workflows, and notes-- all are HS features that come together to allow excellent team accessories. (EX: Person A can come back from X weeks away and within seconds will understand the current state of any ticket that Persons B, C, and D have been assisting with.)
3) Integrated data collection. | HelpScout does this in *many* ways, but two that we use constantly are the in-ticket quick reviews and metric reports. Their user-friendly data integration allows us to gain useful, simple satisfaction "ratings" from a customer the moment they are feeling it-- resulting in more accurate responses and /more/ responses in general. We also use HelpScout to handle internal tickets-- and love that the in-ticket review feature is toggle-able.
4) Getting crucial information/answers to customers in a discrete and digestible way. | HelpScout'Is "Beacon" tool is the box of chocolate turtles nestled between the incredible Harry and David pears. It can be used to serve any user-facing needs, regardless of the needs or the user. We use it to give marketing information, offer quick-reference documentation, and provide live chatting with the support team. All nestled into an appropriately-designed button added to any page you use (via API).
5) Customer care analytics and insight that can only come from a company dedicated to its craft.
There are more, but those are five that come to mind immediately.
Customer-centric software for you and your customers
What do you like best about the product?
I love Help Scout's product: using it on our Support Team has been an excellent experience.
Moreover, their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally. You can tell these people care about people!
Moreover, their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally. You can tell these people care about people!
What do you dislike about the product?
I can only think of one area that needs improvement. Their "Docs" option—a feature that allows you to create your own support content and nicely mesh it into your company's support experience—seems to be targeted to those who know HTML. You don't *have* to know HTML to use it, but you'll need it if you want to do things like "call-outs" in a support article. (Thankfully, they have their own support content to help you set this up as well—I just wish the process was a bit simpler.)
What problems is the product solving and how is that benefiting you?
Help Scout is bringing customer-centric Support to the forefront of business. That's what it's about, you know? I mean, you have to make money as a business, but you're also there to give real people a real product to meet a real desire or need.
Using Help Scout helps us keep productive and organized as we communicate with each other as a Support Team and as we communicate with other departments in our business.
Using Help Scout helps us keep productive and organized as we communicate with each other as a Support Team and as we communicate with other departments in our business.
Simplicity and function
What do you like best about the product?
I love that Help Scout makes it easy for our team to organize, categorize, and track issues. We use Help Scout for both internal and external support and all of our team members find it easy to use. I also like how integrated the Docs sites are - it makes it easy to quickly link articles and see how many people are viewing different topics in our help libraries.
What do you dislike about the product?
I don't find that there are any major downsides of Help Scout - especially for a smaller support team like ours. There are a few minor capabilites I wish that Help Scout had but overall, it works really well for the level at which our support team is at.
What problems is the product solving and how is that benefiting you?
Help Scout makes it easy to organize different types of support and report on those various mailboxes separately. The reporting features help us see how our user base is growing, what issues our customers are facing, and trends and changes in support over time. It also makes it easy to report on our company metrics such as average time to first response and average time to resolution.
Customer communication made easy
What do you like best about the product?
Saved replies (with variables), so it's only one click to send a personalized response to common questions.
What do you dislike about the product?
This is not a dislike, but I'd love to have Gmail-style snoozing where I can bring a message back into my inbox on a specific date.
What problems is the product solving and how is that benefiting you?
HelpScout helps our sales and support teams provide high-quality and consistent communication to our customers.
Help Scout Gets It Done
What do you like best about the product?
The earning curve was nice and low for a CRM.. My agents could pick it up in a matter of days compared to months with others such as Salesforce / Hubspot. The admin ease is also a big plus.
What do you dislike about the product?
The integrations are okay. Help Scout will try and create various profiles for the same person if they called or email. Then we have to go through and merge them afterward. Merging tickets can also be a bit confusing as it will sometimes change the profile name but the previous email addresses will remain so when you send, things can go to the wrong party.
What problems is the product solving and how is that benefiting you?
Routing, tagging, and mailbox transfer of interactions was always a pain and Help Scout makes that quite easy to complete. Our agents are able to easily see new interactions come through to allow for fast SLA response times so nothing gets forgotten about.
HS is good stuff
What do you like best about the product?
There are a few things that I really like about Help Scout.
- Tag system
This is great for organizing customer tickets into quickly searchable categories.
- Workflows
Allows the team to quickly put a few steps into practice with one click.
- Tag system
This is great for organizing customer tickets into quickly searchable categories.
- Workflows
Allows the team to quickly put a few steps into practice with one click.
What do you dislike about the product?
There isn't too much I dislike about Help Scout. The only thing that comes to mind is the formatting issues we've run into.
Using bullet points can sometimes be a mess, so I've actually adopted using (-) hyphens instead.
Using bullet points can sometimes be a mess, so I've actually adopted using (-) hyphens instead.
What problems is the product solving and how is that benefiting you?
Help Scout solves the problem of a disorganized incoming ticket structure. With the ability to set up different mailboxes and have tickets filter between them with keywords/tags, things are quickly cleaned up.
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