Item: Help Scout
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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

The tagging function is a bit onerous and took a while to strategize and set up.

Return on Investment

Very positive ROI - saves our staff much time regarding how to prioritize
Very positive ROI - helps our managers engage and understand the big picture

Alternatives Considered

Helpdesk Pilot and Hiver

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.

Other Software Used

Salesforce Community Cloud, FluidReview

Likelihood to Recommend

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.

Helping Us Scout!

Overall Satisfaction with Help Scout