Item: Help Scout
Rating: 9
Author: Amanda Elias

Use Cases and Deployment Scope

Help Scout is used to facilitate communication between external customers and our internal workforce. Help Scout allows our organization to remain transparent, organized, and responsive. Our customer service teams and other customer-facing employees use this software to meet the needs of our clients, but also to remain accountable amongst our peers.

Pros and Cons

Software is strongly suited for personalization and optimal individual performance
User permissions are so that employees and contractors alike can use without legal issues.
Apps are easy to integrate in the software

Lacks a spam filter
Would be useful to see email status variance amongst users
Blank marketing emails, potential issues with integrating internal software.

Return on Investment

Ability to outsource less specialized jobs using Help Scout
Reduction of work hours for tasks
Great tool for high volume support needs

Alternatives Considered

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.

Other Software Used

Talkdesk, Jira Service Desk

Likelihood to Recommend

Help Scout is ideal for multiple users with varying permissions. Has many functions that are well-suited to be tackled by a team or multitude of employees. There is a great degree of customization, including saved replies and app-integration. Software works well with remote teams. Help Scout does not seem to be necessary for internal use only, and also unlikely to be needed for a smaller organization.

Help Scout Solving Problems for Growing Organization

Overall Satisfaction with Help Scout