Reviews (1-15 of 15)
- Software is strongly suited for personalization and optimal individual performance
- User permissions are so that employees and contractors alike can use without legal issues.
- Apps are easy to integrate in the software
- Lacks a spam filter
- Would be useful to see email status variance amongst users
- Blank marketing emails, potential issues with integrating internal software.
- It can be configured to look like simple email.
- It is simple and straightforward.
- It's easy to set up.
- Help Scout has great support.
- Customer Success
- The workflows are really powerful and allow us to segment out tickets into buckets to increase velocity in responding to similar items.
- The docs site is highly customizable and allows for a large amount of information to be easily accessible to our team and customers.
- Beacon allows us to embed the docs content into our site itself and decreases the number of tickets that actually get submitted.
- There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
- Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
- The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
- 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.
- They're primarily focused on email so tracking chats and calls aren't that helpful.
- As a customer support ticket system
- Docs for FAQ
- Chat (this is new in Help Scout but we are already on board with it).
- The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
- Tagging and in general organizing tickets. It's easy and visible
- Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
- Their support is very good and effective
- Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
- Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
- 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?)
It will help you with
- prioritizing tickets
- grouping all the tickets and information about a customer (past interactions)
- saving responses (and using them again)
- automating tasks (emails from X go to Y and add Z tag) [this is EXTREMELY useful and not all of the other CS have this for this price]
- adding an FAQ (Docs) which can be easily linked to the answers
- great shortcuts for moving fast
- seeing metrics of the performance of your team (in terms of NPS, response time, volume, etc)
- The interface/UX. Helpscout is extremely easy to learn and use. Getting ramped up on Helpscout takes very little time and it is easy to train new team members on it.
- Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team.
- Workflows. We use this feature a lot to automate certain actions. For example, I have a workflow set up that triggers an email to be sent to me if a bad rating ever comes through for one of the Support Associates on my team. This allows me to quickly follow up with the customer to see what could be done to improve their experience.
- Reporting. The native reports they have are good, but diving into data a little deeper is challenging. You really need custom fields or tags set up from the start to get specific data since Salesforce does not integrate into fields within Helpscout.
- Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on.
- Forwarding to other inboxes - you aren't able to CC the other user's email address (i.e if Support wants to forward something to Billing we are able to forward, but you are not able to CC the billing email address which is confusing to our customers sometimes).
- Very easy and friendly user interface. Always loved how nice Help Scout looks.
- The reliability of Help Scout is second to none. The uptime hasn't really let us down.
- The knowledge base looks pretty good once an article is posted.
- The knowledge base is a nightmare to edit. The HTML editor is janky and needs an overhaul.
- Help Scout was pretty late to the game for a JIRA integration.
- Different inboxes to sort emails from different client types which is very useful. We use two different email addresses for our paying clients and our end users, so it's important to prioritize those.
- Help Scout is constantly innovating. In the 2-3 years we've been using it, there have been significant feature releases that have made a big impact on our decision to continue using them.
- Integration with other platforms - we sync user data with HubSpot to get full context when corresponding with our customers.
- More detailed analytics.
- Ability to send customized surveys to gauge happiness.
- Track users
- Set up a knowledge base page for FAQs
- Fairly easy for team members to get up and running quickly
- Widget Support - We currently use Olark and have to integrate with Helpscout. Why not all in one system?
- The UI could be a bit easier for tracking and see what is open, in motion or resolved.
- Be nice to color code unanswered support tickets and add timers to see response times.
- Analytics would be helpful to evaluate our customer support responses and success
- Keep track of existing tickets to maintain a relationship between your company and its users.
- Easy to learn/use because you can literally pick it up within the first 15 minutes of logging in.
- Keep improving their product and roll out new features to improve the service.
- The user interface in the internal application could be improved as the buttons don't reflect intuitively what they are.
- Responding to a ticket should assign you as the owner if you are the first person to respond.
- Allows for easy communication between support team members with the ability to add notes, assign emails, and keep track of who is viewing or responding to a particular conversation in real time.
- Their Happiness Report allows us to easily measure how satisfied people are with our level of support and makes it easy and natural to follow up with those who leave feedback.
- Their Reports for the Docs tool help us see where we are falling short with a list of 'failed searches'. We create new FAQs or adjust existing FAQs based on these 'failed searches'.
- We would really love to see the Docs tool go through a little facelift. The user interface has stayed relatively the same for the past 3 years and with a large bank of FAQs some of the category specific pages can see overwhelming to a user at first glance.
- We track our response time very closely and we will see this metric skewed from time to time if a customer replies to an old email chain instead of initiating a fresh email to us (normally they are writing with a new question/issue and it isn't related to the previous chain)
- Love the HTML uploader.
- Workflows are bar none the easiest I have ever used.
- Solid platform that rarely has issues.
- Used to love their blog, an it's still good, but their older content was better.
- Added integrations would help in certain cases.
- There seems to be a persistent issue where you have to click right on the letter when using things like italics and bold. I have brought it up and they said they are working on it.
Help Scout Scorecard Summary
Feature Scorecard Summary
About Help Scout
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 included as well. The Docs Knowledge Base includes up to five customizable knowledge base sites that integrate with an organization’s help desk, and are designed to run smoothly on any device, and help their customers help themselves.
Help Scout Screenshots
Help Scout Integrations
Help Scout Competitors
Help Scout Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Help Scout Technical Details
|Mobile Application:||Apple iOS|