Hip hip hooray for Help Scout
February 23, 2017
Hip hip hooray for Help Scout
Score 10 out of 10
Overall Satisfaction with Help Scout
We use Help Scout primarily with our support (help desk) staff, but one of our web developers also uses Help Scout when there is a technical issue that requires a little TLC. Help Scout is our main tool for providing excellent customer service. We do offer chat and phone calls for our customer service interaction, but our use of email with Help Scout is by far our largest channel for customer support and customer service. Additionally, we use Docs within Help Scout to host all of our help documentation.
- 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)
- Help scout has helped us monitor incoming traffic and compare it to previous periods. This helps us estimate how we need to delegate our staff man hours.
- Capturing responses for their 'Happiness' report (which measures satisfaction of an interaction with a support team member) has helped us increase our bank of testimonials which we use for sales.
We did test out several other support desk tools before finally deciding to go with Help Scout. The main tipping point was the fact that Help Scout almost appeared invisible to the end user (our customer). To them, it just feels as if they are reaching someone via email, not some big ticketing system with multiple staff (even though we do in fact have multiple staff members). Additionally, their user interface was quick and easy to learn compared to a few other tools we tried.
Our team previously used a shared Gmail inbox for support, but as we grew and hired more employees this quickly became a nightmare. It was hard to tell who had responded to what and keep track of important details that were related to support requests. Help Scout is a great tool for providing customer support without all of the ticket numbers and other yucky robot like automatons that make people think they are contacting some big clunky system, not a real person. Their reports and tools make it easy to ensure we are providing fast, friendly support that exceeds expectations.