Help Scout vs. InboxAlly

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

Well Suited1- Noticeable increase in open rates
2- Easy setup process
3- Great customer supportLess Appropriate1- Some users may need time to fully understand all the features2- Improvements in deliverability aren’t always instant; consistency is key. 3- While the value is strong, startups on a tight budget might find it little bit expensive.

• 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

• Increased open rates
• Detailed analytics
• Deliverability issues are solved
• Best warmup tool for our new email accounts

• 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

• Improve their back end UX a bit. It's very easy to understand and super useful, but there's always room for improvement.

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

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

Because of InboxAlly, we are out of "Spam Jail" in just two weeks. This helped us to scale our campaigns and improve our open rate from ~30% to 70%+. Highly recommend to anyone running their own outbound email campaigns or lead generation agencies. InboxAlly teaches inbox providers (e.g., Gmail, Yahoo Mail, etc.) to understand that the emails you send from your domain are important and valued by your recipients.

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

Inboxally is more specialised in solving the very problem that we had, while others do a lesser job on tackling the problem of deliverability.

• 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

• Our open rates increased by 50%
• With detailed analytics report, we can check the room for improvement.
• Improved deliverability