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All-in-one CX Solution!
June 20, 2019

All-in-one CX Solution!

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

Overall Satisfaction with Help Scout

HelpScout is used by several of our subteams:
  • Support
  • Customer Success
  • Billing
  • Product
It allows us to have a centralized record of all customer communication. This gives the needed context for continuing conversations if a team member is out on vacation or moves on to another position. The tagging and workflows allow us to group tickets together and find trends in customer contact.
  • The workflows are really powerful and allow us to segment out tickets into buckets to increase velocity in responding to similar items.
  • The docs site is highly customizable and allows for a large amount of information to be easily accessible to our team and customers.
  • Beacon allows us to embed the docs content into our site itself and decreases the number of tickets that actually get submitted.
  • There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
  • Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
  • The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
  • It has allowed us to scale from a 1 member CX team to a 12 member team without having to transition to a "more robust" product.
  • With HelpScout, we were able to identify that our help content wasn't meeting the needs of our team or our customers. Their workflows and tagging helped us to address specific needs to intentionally decrease support volume in those areas and therefore delay the need to add additional team members.
We primarily chose HelpScout because they were an affordable, moderately robust, HIPAA compliant solution. All the other options (e.g. Zendesk, Freshdesk, Kayako, etc.) were out of our price range or did not provide the necessary features that our team has come to rely on.
HelpScout is great for all of our CX team. It allows us to centralize all communication and easily hand off conversations to whoever is available or best suited to handle the situation. The documents search bar that is embedded into the form when writing an email reply helps to drive the use of the help content by our team and by extension by our customers. They also have a great ecosystem of content and connections that help you to grow as a support team.

Help Scout Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
7
Ticket creation and submission
10
Ticket response
9
Self Help Community
7.0
External knowledge base
9
Internal knowledge base
5
Multi-Channel Help
7.5
Email support
9
Help Desk CRM integration
6

Using Help Scout

18 - 
  • Support
  • Billing
  • Customer Success
  • Product
  • R&D
  • Education
No single person is dedicated to support HelpScout. It is intuitive enough that our Director of CX is able to make any needed changes without a dedicated resource.
  • Answering support tickets
  • Receiving feedback from specific in-app actions
  • Providing the foundation for our help center
  • Providing in-app help for our users
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.

Using Help Scout

It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
ProsCons
None
None
  • The traffic cop feature preventing users from working or replying to the same conversation at the same time is beautiful!
  • The CSS capacity in their docs site makes it almost completely customizable and allows us to fully integrate our branding where other solutions did not.
  • If you have more than 50 active tickets, the default sort and paging rather than infinite scroll is not ideal.
Yes - Great - I love being able to use it to add voice-to-text comments from my phone to point our team members in the right direction.