- 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)
- 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|
|Supported Languages: ||English|