Multi year Help Scout user - very happy!
May 25, 2018
Multi year Help Scout user - very happy!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Help Scout
Help Scout is used by our support team, primarily (8 person team). We use it to collectively address all incoming user tickets as a group. It also helps us to sort emails based on client type, keep track of what our customers are emailing about (using tags) and gauge the performance of our individual team members using happiness ratings.
- 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.
- Our customer satisfaction and internal employee satisfaction have gone up based on the simplicity and ease of use with this platform.