Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Vtiger
Score 8.7 out of 10
N/A
Vtiger is a customer relationship management (CRM) solution with sales and marketing automation, project management, and inventory management capabilities.
$28
per month per user
Pricing
Help Scout
Vtiger
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
One Professional - Single App
$28
per month per user
One Professional - Standard
$42
per month per user
One Enterprise - Single App
$42
per month per user
One Enterprise - Standard
$58
per month per user
Offerings
Pricing Offerings
Help Scout
Vtiger
Free Trial
Yes
Yes
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
$10 / user / month
Additional Details
—
Discounts are provided for both annual subscriptions, and for high volume users.
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.
vTiger packs a ton of functionality and capability, but the challenge is getting there. In today's day where everyone is doing more with less, having a solution that meets a couple specific needs and does that well is essential. To me, at times I feel as though vTiger is trying to be a "jack of all trades" solution which ultimately ends up making it more confusing to use. However, on the flip side of that, if you take the time to learn everything about vTiger, I am sure it is an awesome tool but there is a learning curve associated with it. Finally, I would like to see more integrations with other vendors moving forward so if we cannot use vTiger for everything, at least it would have the ability to "talk" with other programs.
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.
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?)
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.
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 :)
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
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.
VTiger had better overall cost and native capabilities that other solutions lacked. We used Nutshell CRM for over a year. It was a very efficient contact management system, but it seemed that if we needed to do anything but record contacts, we had to use an add-on. We spent a lot of time exporting and importing between different services. Quoting, invoicing, and payments all had to be manually transferred to our accounting system. It was very frustrating
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.
Integration Across the Organization - What started out as just a CRM tool for sales is now being used for ticket management and project management.
Steep Learning Curve - It is not as intuitive out of the box and really requires a dedicated person to be a vTiger expert which can be challenging and time consuming.
Reliability - Sometimes features that worked yesterday don't work today, thus causing more time to complete the same exact task that was done previously. The thing that comes to mind specifically is the main search box as 1/2 the time it works, 1/2 the time it doesn't work.
