Akia vs. Help Scout

You can customise it to do what you want to do. Put in the work to learn the back and end and build your own guest journey. You are not limited like other competitors to how the guest flow goes, you build your own. Support are great in helping with this and always attentive

Incentivized

Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.

Incentivized

• Fully Customisable
• Great Support
• There always seems to be a way to get what ytou want done

Incentivized

• 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).
• The email newsletter.
• They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
• Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.

Incentivized

• Intergrate with PMS payment methods, not only offer their own
• Look at how it can be used better to manage the daily operation
• Communicate between staff members in a SLACK like manner

Incentivized

• Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
• Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)

Incentivized

As great as AKAI is, its only issue is we cant take payments through our PMS - AKIA is reluctant to work with PMS payments as it wants to take payment itself. If this cant be navigated and other opportunities within our PMS appear that can do what AKAI does, it will force us to move in this direction

Incentivized

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.

Incentivized

Once you get past the blanc canvas and begin to build, you learn its capability and become ingrossed. Easy, user friendly once you get your head around the set up

Incentivized

Help Scout is a great solution for support teams. There are many articles and webinars to help you learn how to use Help Scout. There are also many features to help make your workflows easier and more efficient. I would readily recommend Help Scout to any small or medium-growing support teams.

Incentivized

Exceptional support. Hopefully they grow enough to have world wide support. Can be problematic being in oposite time zones

Incentivized

Initially its a blanc canvas, once we got our head around that your good. It does take a fair few onboarding sessions to really learn. With the blanc canvas approached AKAI need to remember new buyers will be overwhelmed by this possibly

Incentivized

Much more customisable, does more, team far more ingaging and know what their product can do to build the product to you

Incentivized

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.

Incentivized

• Huge saving in labour costs
• As we are not so orientated to physical tasks to get the guest in, our team are more guest focused delivering better service and multi skill
• Allows the guerst to check themselfs in, submit ID with face recognition and pay bond via all methods making it super efficinet for guest and the team

Incentivized

• We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.

Incentivized