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Help Scout Review: "HelpScout from web developer with support duties"
https://www.trustradius.com/help-deskHelp ScoutUnspecified927101
Jeffrey Cheng profile photo
April 21, 2017

Help Scout Review: "HelpScout from web developer with support duties"

Score 10 out of 101
Vetted Review
Verified User
Review Source

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.
From small to large teams, Help Scout is a wonderful asset to have. I've tried many alternatives but Help Scout is definitely the best bang for your buck. If you need LIVE chat, this isn't the best tool, but for general use cases, it's perfect. Zendesk might be comparable but I feel that's more suited to a large company. Help Scout is well suited if you have at least one dedicated support person and there's even a FAQ section and doc section for them to record the general responses.

Help Scout Feature Ratings

Organize and prioritize service tickets
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
4
Internal knowledge base
4
Email support
10
Help Desk CRM integration
10