TrustRadius
Help Scout for Customer Support
https://www.trustradius.com/help-deskHelp ScoutUnspecified8.931101
Leigh Malamphy profile photo
December 18, 2018

Help Scout for Customer Support

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Help Scout

My team uses Help Scout as our Customer Support ticketing system. We also currently have our Success Team and Billing department set up with mailboxes. The benefit is that multiple users can work out of a shared inbox, assign conversations, forward to different departments, and leave internal notes on conversations.
  • The interface/UX. Helpscout is extremely easy to learn and use. Getting ramped up on Helpscout takes very little time and it is easy to train new team members on it.
  • Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team.
  • Workflows. We use this feature a lot to automate certain actions. For example, I have a workflow set up that triggers an email to be sent to me if a bad rating ever comes through for one of the Support Associates on my team. This allows me to quickly follow up with the customer to see what could be done to improve their experience.
  • Reporting. The native reports they have are good, but diving into data a little deeper is challenging. You really need custom fields or tags set up from the start to get specific data since Salesforce does not integrate into fields within Helpscout.
  • Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on.
  • Forwarding to other inboxes - you aren't able to CC the other user's email address (i.e if Support wants to forward something to Billing we are able to forward, but you are not able to CC the billing email address which is confusing to our customers sometimes).
  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
Help Scout is more reasonably priced compared to our other options.
Help Scout is well suited for teams who have multiple team members managing a single email address (i.e support@xyz.com). Conversations are easily assigned and escalated within Help Scout and internal notes can be left. I think as companies grow and scale, Help Scout is less appropriate due to the lack of integrations and pretty basic reporting.

Help Scout Feature Ratings

Organize and prioritize service tickets
10
Subscription-based notifications
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
7
Internal knowledge base
7
Email support
10
Help Desk CRM integration
Not Rated