eStreamDesk vs. Help Scout

The application's simplistic approach to Web-based helpdesk management makes it simple to use. It avoids unnecessary functionality and has a simple, clear user interface. The only features that are really helpful to businesses are hosted on the platform. This is of great help in minimizing workload, especially if you meant to use it for customer requests.

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

• It is very easy to implement in small and medium enterprises.
• The rules engine is simple and effective.
• 100% usable right out of the box.
• API simple and functional integration.

• 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

• No complaints - it does what it is expected to do at a very reasonable price.

• 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

No complaints at all. Great cost. eStreamDesk does the job.

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

It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)

Incentivized

I tried several open source tools. The relationship between product quality and effort to set up open source tools, and the acquisition of a server, favor eStreamDesk. The US price is $7 a month per agent. It is perfectly translated into Spanish.

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

• 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