Help Scout

PROS & CONS

What are the best aspects of this product?

Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to customers. The software offers useful reports. They could add a feature which reveals the breakdown of each customer with details such as the number of conversations closed for them and which ones.

What aspects are problematic or could work better?

The only drawback is we are not able to delete customers. This has resulted in our agents setting up multiple profiles for the same customer. This has made our backend a little messy. We are able to easily change customers, but we would like to have the ability to delete duplicate customer names.

What specific problems in your company were solved by this product?

Help Scout helps us to handle client communication and work in a single location. Our clients like the ease of communication and the Auto Replies feature offered by this software.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Help Scout offers wonderful customer support as well as community experience. Our company has 80 employees using this software and all of them are constantly connected. Even if I stopped using Help Scout, I would still follow their community and blog. I rate this software 10/10.

What aspects are problematic or could work better?

System crashes and downtime are a major frustration for us. There have also been bugs that affected us, but the support agents have been very helpful and professional in resolving the issues.

What specific problems in your company were solved by this product?

Help Scout helps to maintain a constant contact between our customers and our agents. This really is a must-have feature for us.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this article” which enables me to edit an article directly on the help doc instead of searching for it in different tabs. This feature helped me save plenty of time. Plus, the customer support agents are very responsive to my suggestions. It is fitting that this help desk software vendor offers top notch customer support themselves.

What aspects are problematic or could work better?

There are no noticeable drawbacks and I have no complaints about the software.

What specific problems in your company were solved by this product?

Help Scout helps us manage the high volume of support requests we receive each day and also to provide help docs to customers to reduce the email load we get. It is a top rate product that I heartily recommend to other users.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

I love the impeccable user interface and it is obvious the vendor cares about how the app looks and works. The software has made our agents more efficient, effective, and happier. The vendor offers prompt and helpful support and they are receptive to our ideas and suggestions. Help Scout is a trusted partner for us.

What aspects are problematic or could work better?

We have no complaints as we love the software and the customer support.

What specific problems in your company were solved by this product?

Help Scout has changed the way we think about and manage customer service. The app is easy to use and elegant, and new recruits can learn to use it easily and quickly as there is no learning curve. Their customer support agents answer all our questions knowledgeably and have helped us use the software more effectively. Their blog is full of useful customer service lessons and ideas. Our agents follow the blog to learn about tips to improve our customer support.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

We have been using Help Scout for more than six months, and are impressed and satisfied with the app. We are Apple technology consultants and therefore choosy about apps. It was easy to set up Help Scout and we could start using it without any gap in our productivity. We could start helping our clients more effectively with the software. They like the fact that they can use one email to work with all our team members. Our employees also love the app and enjoy sharing notes about emails before responding to clients. I enjoy browsing closed tickets to appreciate the quality work done by my team members.

What aspects are problematic or could work better?

We need to peruse the spam filter regularly to ensure no request lands up there. We check the filter daily and so far haven’t faced any issues.

What specific problems in your company were solved by this product?

We use Help Scout to provide tech and consulting support to Chicago companies. We also use the system for our internal knowledge base which provides information on documenting processes, onboarding, and staff training.

Are you a current user of this product?

Yes