YES to HelpScout
October 12, 2017
YES to HelpScout
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Help Scout
It is being used by a team of 3 customer service reps for receiving support and questions. Our team assigns the ticket to a person and they handle the discussion with the customer to build a relationship. We either respond to inquiries and close the ticket once satisfied or it escalates to our development team.
- 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
- We have just started using the software and it has certainly helped expedite customer inquiries. Excited to see when we get more traffic.