HelpScout from web developer with support duties
April 21, 2017
HelpScout from web developer with support duties
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Help Scout
Help Scout is used mainly as a support tool for our current users. Most of the time users write in with a question that they need help on and whoever is on support duty will take care of it. It can range from easy tasks to bug reports and all these tickets are saved so we can reach out to the once we finish helping them. Help Scout is a great tool to connect with your users and log the steps you take to help them. They've also released some new features such as the FAQ to mitigate some of the support questions we need to answer.
- 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.
- Definitely keeping users happy will result in lower churn and more referrals.
- Provides a external library to report issues so an internal tool does not have to be built.
- Intercom and Tawk
I've tried almost every single other live chat support tool. Most of them are easy to plug and play into the HTML page layout, but in terms of usefulness and cost, a smaller startup will always choose Help Scout no matter what. It's easily the best option for a bootstrapped startup or a beginning startup. Intercom was the most useful in terms of Live Chat and configuration/UI but the cost is very deterring especially if cash flow is bad.