Help Scout

Customer relationship management platform

Pros:

It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets...

Cons:

Too many functions can make it a little difficult for beginners to get to grips with the interface

Help Scout for Business

Comments: Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

Pros:

This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

Cons:

There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

user friendly

Comments: somewhat happy could use some more changes

Pros:

I like that it helps me save time and convenient.

Cons:

I have trouble when I try to use the mobile app.

Great for starting with customer support

Comments: It was good, although we decided pretty quickly to move to Intercom.

Pros:

It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.

Cons:

It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support. There was no integration with our website, so this was a bummer.

Help Scout: A Comprehensive and Reliable Customer Service Solution

Pros:

Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.

Cons:

I like the efficiency of Help Scout's features. No complains at all.

Good for a temporary fix.

Comments: It's a good basic system. If you are looking for a ticket system this is a great choice.

Pros:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Cons:

Our business needed customer management and HelpScout was not a good solution for that.

Help Scout: This is an Easy to Implement and Reliable Solution

Pros:

The capabilities of Help Scout have been so excellent. Help Scout is easy to use and reliable help desk solution.

Cons:

Help Scout is so effective. No dislikes for Help Scout.

Help Scout Helps Us Communicate with Our Customers Smoothly

Pros:

I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution.

Cons:

No dislikes about Help Scout. Help Scout is phenomenal.

Excellent Service

Comments: Overall I really like the service and team I interact with. I have good feelings about HelpScout and like that they feel like a smaller more personal service for our size company.

Pros:

They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

Cons:

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Help scout works so efficiently; the customer service is top notch.

Comments: Help scout raises the bar in great customer service.

Pros:

It increases efficiency in handling support through email.

Cons:

My favourite part is the customer service. They handle technical issues in a superb manner.

Helpscout Review

Comments: The overall experience is great, my team has always favored help scout above all ticketing systems.

Pros:

The most important feature about helpscout is the tags feature which allow you track tickets better. As well as saved replies and the super friendly user interface

Cons:

Helpscout does know allow to add multiple email signatures within the same user and it forces the addition of multiple users.

Help scout review

Comments: Overall experience was not that good but it can be more useful if improvement will be done.

Pros:

It has user friendly interface, multi-channel support and can integrate with other tools like slack .

Cons:

It has very limited features.pricing is a bit Higher and has limited language support.

Great help desk for customer support

Pros:

Client of mine enjoing the one helo desk solution. Where he can solve all support task.

Cons:

I haven't figured out any limitations yet. Nothing we're missing.

Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.

Comments: The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way. You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.

Pros:

HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal. The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.

Cons:

Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same. Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared. Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.

Completely changed our business - for the better

Comments: Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc. Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients, and plan to be for a long time.

Pros:

- extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers) - fantastic support team that's very responsive and solution focused - solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Cons:

- wish that the interface could be a little more customized for our specific needs - really don't have any downsides to it - it's a great product

Very nice online customer support service

Comments: I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it.
There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them.

Pros:

* You can setup online ticket support system for your clients very easy and cheaply * Your support engineers will have everything they need to support your clients effectively * No bloated unnecessary features, only those that you need

Cons:

* Online mobile version leaves much to be desired * No way to merge several tickets at once * You can't make a note/reply and keep the ticket open, you have to re-open it.

Great for small teams!

Comments: When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

Pros:

-Extremely easy to set up, add employees to, and use on a daily basis without hassle. -Love the option to assign communications and update the status of them. -Simple, straightforward design. -Did I mention is was easy? Almost no training required.

Cons:

-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

Dead Simple to use Help Desk

Comments: Our company uses HelpScout as its internal Help Desk for all of our associate's requests/needs such as equipment request, payroll inquiries, BYOD access, and so. We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base. Moreover, most importantly, the price is affordable and goes along well our needs.

Pros:

Initial setup is straightforward. We currently only use the ticketing/email feature in HelpScout, so setup and email configuration were complete in less than 10 minutes. The interface is clean, direct, and getting used to the layout is quick. We have synced our main Mailbox queue to a private channel in Slack, so each time there's a new ticket is sent there, which is beneficial to keep track of incoming tickets. Working with HelpScout is simple and straightforward. Currently, we only use the ticketing feature, and it's been a gratifying experience. All the essentials like adding internal notes, tags, tagging other agents, and replying to customers are there. My favourite feature is the search function, which helps you find that four-week-old ticket you closed a while ago easily just by searching a few keywords that were included in it.

Cons:

So far, the only complaint we had was the "next" feature, once you reply to a ticket, the next open ticket assigned to you would pop up immediately, and if you're not careful, you might respond the wrong thing to the customer!

Great Central Inbox For An Agency

Comments: Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers.

Pros:

This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!

Cons:

There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.

The review

Comments: Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out.

Pros:

It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.

Cons:

It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.

The best help desk experience I've ever had

Pros:

The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.

Cons:

I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.

IntegrationKings review of HelpScout

Pros:

We love that it brings all the communication into one central place to help answer clients back.

Cons:

We do not like how forwarding of emails work and they always drop the attachments.

An excellent, lightweight, streamlined, modern helpdesk solution

Pros:

First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead. For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.

Cons:

The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original. That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.

Simple But Effective Ticketing

Pros:

I like the fact that this software integrates with my CRM so I can see all support contacts in the contact record.

Cons:

The solution is robust but the thing I like least about the software is the pricing. It's a tad steep.

Great way to organize customer interactions

Pros:

This was the first customer service software we used as a team and it is really solid for being able to connect with customers through multiple points of contacts.

Cons:

I really wish we could connect the entire customer journey within helpscout, it would allow our team to be more informed when dealing with customers.