Helping Us Scout!
August 07, 2018

Helping Us Scout!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Help Scout

Help Scout was implemented across our organization for our external customer service. It revolutionized our tracking of customer service issues and allowed our staff to get out of their email. We now have a record of every conversation and nothing falls through the cracks! We highly recommend this platform for all organizations.

Pros

  • Tracking of incoming emails
  • Reports from tagging regarding common issues
  • Keeps us out of email

Cons

  • The tagging function is a bit onerous and took a while to strategize and set up.
  • Very positive ROI - saves our staff much time regarding how to prioritize
  • Very positive ROI - helps our managers engage and understand the big picture
Help Scout easily plugs into Gmail and allows us to create reports based on our tagging. We found its price point for us as a nonprofit was a good fit. Customer service was also supportive. It also allows us to have an external help desk for our common questions from clients.
Help Scout is excellent for tracking external customer service. We considered using it for our internal customer service between departments, but determined that was not the best fit for us. It is very helpful for organizations who are worried about customer service inquiries falling through the cracks or response times to said inquiries.

Help Scout Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Subscription-based notifications
8
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.0
Email support
8
Help Desk CRM integration
8

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