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Informazioni su Help Scout

Help Scout è un helpdesk basato sul web progettato per la migliore esperienza del cliente.

Ulteriori informazioni su Help Scout

Aspetti positivi:

In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account.

Aspetti negativi:

It's really difficult to spice things up for the customer.

Valutazioni di Help Scout

Punteggio medio

Facilità d'uso
4,7
Servizio clienti
4,6
Caratteristiche
4,3
Rapporto qualità-prezzo
4,4

Lo consiglieresti?

8,5/ 10

Help Scout ha una valutazione complessiva di 4,6 stelle su 5, calcolata sulla base di 220 recensioni degli utenti di Capterra.

Hai già usato Help Scout?

Condividi la tua esperienza con altri acquirenti.

Filtra le recensioni (220)

Giacomo
Pizzaiolo cuoco (Italia)
Ristoranti, 2-10 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

Chat di e-commerce

3,0 2 anni fa

Aspetti positivi:

Chat di e-commerce classica dove il servizio clienti viene avvisato di un problema

Aspetti negativi:

La chat tende ad essere lenta ed a bloccarsi frequentemente

Carine Sylvie
Carine Sylvie
Remote administrative assistant (Benin)
Utente LinkedIn Verificato
Servizi ai consumatori, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Customer relationship management platform

5,0 anno scorso

Aspetti positivi:

It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets...

Aspetti negativi:

Too many functions can make it a little difficult for beginners to get to grips with the interface

Utente Verificato
Utente LinkedIn Verificato
Stampa, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

Help Scout for Business

5,0 3 anni fa

Commenti: Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

Aspetti positivi:

This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

Aspetti negativi:

There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

shauna
packager (USA)
Dispositivi medici, 10.000+ dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

user friendly

3,0 3 mesi fa

Commenti: somewhat happy could use some more changes

Aspetti positivi:

I like that it helps me save time and convenient.

Aspetti negativi:

I have trouble when I try to use the mobile app.

Abhilash
Accountant (USA)
Prodotti tessili, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Help Scout Makes Communication with Customers Easier

5,0 9 mesi fa

Aspetti positivi:

Help Scout is a great tool for customer communications. I like the efficient features of Help Scout. Help Scout is so impressive.

Aspetti negativi:

No dislikes about Help Scout. Help Scout has been so amazing.

Oparanya
Finance Manager (USA)
Industria edilizia, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Help Scout: A Comprehensive and Reliable Customer Service Solution

5,0 9 mesi fa

Aspetti positivi:

Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.

Aspetti negativi:

I like the efficiency of Help Scout's features. No complains at all.

Utente Verificato
Utente LinkedIn Verificato
Servizi ai consumatori, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

Good for a temporary fix.

3,0 3 anni fa

Commenti: It's a good basic system. If you are looking for a ticket system this is a great choice.

Aspetti positivi:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Aspetti negativi:

Our business needed customer management and HelpScout was not a good solution for that.

Perez
Sales Manager (USA)
Settore automobilistico, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Help Scout Helps Us Communicate with Our Customers Smoothly

5,0 9 mesi fa

Aspetti positivi:

I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution.

Aspetti negativi:

No dislikes about Help Scout. Help Scout is phenomenal.

Sam
UX Designer (USA)
Telecomunicazioni, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Excellent Service

5,0 anno scorso

Commenti: Overall I really like the service and team I interact with. I have good feelings about HelpScout and like that they feel like a smaller more personal service for our size company.

Aspetti positivi:

They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

Aspetti negativi:

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Jessica
Digital Content Creator (UK)
Mezzi di comunicazione, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Help scout works so efficiently; the customer service is top notch.

5,0 4 mesi fa

Commenti: Help scout raises the bar in great customer service.

Aspetti positivi:

It increases efficiency in handling support through email.

Aspetti negativi:

My favourite part is the customer service. They handle technical issues in a superb manner.

Angelica
University Intern (Ecuador)
Utente LinkedIn Verificato
Industria farmaceutica, 501-1.000 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

Simplifying Helpdesk Operations: The Power of Help Scout

5,0 2 anni fa

Commenti: I was given the chance to use Help Scout for monitoring consumer enquiries and support requests during my internship at the university's Department of Pharmaceutical Development and Research. The program succeeded in resolving client issues effectively and assuring prompt responses. We were able to deliver cogent and consistent client service because to its collaborative inbox function, which enabled easy communication among the support team. We were able to measure customer satisfaction numbers and pinpoint areas for improvement thanks to Help Scout's reporting and analytics features. Overall, Help Scout's user-friendly interface and extensive capabilities significantly improved the customer assistance experience inside our department.

Aspetti positivi:

A robust feature set provided by Help Scout is revolutionizing customer support administration. Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact. Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer satisfaction. Help Scout's automation features automate monotonous operations to give support workers more time. Additionally, it offers meaningful insights into customer service effectiveness through its extensive reporting and analytics. Businesses may quickly link their preferred products to Help Scout's vast integration possibilities and design a unique support environment. Overall, Help Scout improves efficiency, streamlines customer support processes, and improves the client experience.

Aspetti negativi:

There are some restrictions to take into account, despite the fact that Help Scout has several advantages. The absence of native phone and chat support tools, which may be essential for enterprises needing real-time client communication, is one downside. Furthermore, learning the sophisticated functions of Help Scout might have a steep learning curve for new users, demanding rigorous onboarding and training. Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity. Last but not least, the pricing structure can be a problem for startups or small firms with tight funds. Help Scout is a top option for customer support management in spite of these shortcomings thanks to its total value and robust feature set.

Fernando
Technical engineer (Spagna)
Produzione di apparecchi elettrici/elettronici, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

A reliable customer support solution

5,0 anno scorso

Aspetti positivi:

For our team, this tool has been instrumental in improving our customer service operations. We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely manner. Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication.

Aspetti negativi:

Some users may find the reporting and analysis functions basic compared to other helpdesk tools

Kenneth
Accounting (Filippine)
Import & Export, 201-500 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

My personal view of Help Scout

5,0 2 anni fa

Aspetti positivi:

I liked how simple it was to use Help Scout. It had a simple, clean design that was easy to navigate, and the customer service representatives were extremely helpful and knowledgeable. It was also convenient that the help desk was open 24 hours a day, 7 days a week, so I could get assistance whenever I needed it.

Aspetti negativi:

The lack of customization options was the least appealing aspect of Help Scout to me. The platform is quite limited in terms of customizing the look and feel of the customer service experience. Furthermore, the customer service representatives appeared to be unfamiliar with product and its features.

Tusar
marketing manager (Bangladesh)
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

It's an incredible help desk tool and is ideal for ticket sales that allow extra staff.

4,0 2 anni fa

Commenti: Great product for email support teams, but it doesn't work well for others. I like Help Scout's focus, but they need to adapt to the market before they give up.

Aspetti positivi:

It is your best solution on the market if you are looking to interact with your customers via email only. Really easy to do and CS is also very useful.

Aspetti negativi:

It's hard to spice up the customers. Limits are set pretty quickly when trying to personalize reports or be proactive with clients.

John
That Guy (USA)
Intrattenimento, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

5,0 7 anni fa

Commenti: to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Aspetti positivi:

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent. Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Aspetti negativi:

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Krish
Operations (Australia)
Servizi e tecnologie dell'informazione, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Great way to manage support tickets

5,0 2 anni fa

Commenti: It was great - I used it only for 6 months.

Aspetti positivi:

It was easy to use and the onboarding is minimal.

Aspetti negativi:

The searching function can be better with some more granular options

Utente Verificato
Utente LinkedIn Verificato
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

We use Help Scout to stay on top of our customer support

5,0 7 anni fa

Commenti: Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless. We use the custom sidebar apps to great effect.

Aspetti positivi:

Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

Aspetti negativi:

Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

Andrea
Andrea
Founder and CEO at PhraseExpander (Italia)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, Lavoratore autonomo
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Simply the best customer support system

5,0 5 anni fa

Commenti: The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.

Aspetti positivi:

I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.

Aspetti negativi:

Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that. Maybe I'd love a more advanced system to manage the custom replies. I'd appreciate if there's a better way to manage formatting inside the editor for the KB.

Utente Verificato
Utente LinkedIn Verificato
Software informatici, 10.000+ dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

One of the best easy to setup customer support service

4,0 2 anni fa

Commenti: The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier.

Aspetti positivi:

I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms.

Aspetti negativi:

There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me.

Carsten
CEO (Germania)
Contabilità, 2-10 dipendenti
Ha utilizzato il software per: Prova gratuita
Fonte della recensione

Pricey but worth every dollar.

5,0 2 anni fa

Commenti: Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because everybody knows how to handle a regular mailprogram. Support from Helpscout is also superb, when you demo it you´ll get an personal mail from the sales/support stuff form Helpscout, there are helping you.

Aspetti positivi:

It is a very intuitive helpdesk solution, it almost work like a "normal" email inbox. Each mail is called "conversation" and can assign to a user. In each conversation user can make internal notes and tag other colleagues. HelpScout is also able to handle Chat and Voicememos out of the box. Additional addons are also available, you can even write your own addon.

Aspetti negativi:

You have to grasp the there are no ticket numbers. I also missing phone support, for instance VOIP integration. Prices are also quite high but the software is worth it.

April
April
Operations Manager (USA)
Utente LinkedIn Verificato
Coaching e formazione professionale, 2-10 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Excellent customer service software

5,0 6 anni fa

Commenti: I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.

Aspetti positivi:

Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already. Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not. Automated workflows based on custom parameters are incredibly useful, too!

Aspetti negativi:

Could have a more robust Zapier integration.

Jeff
Director of Support (USA)
Software informatici, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Terrific product. Great UI. Does lack on the integrations

4,0 8 anni fa

Commenti: We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Aspetti positivi:

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use. VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Aspetti negativi:

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets. Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Dave
Dave
Principal/Owner (Canada)
Utente LinkedIn Verificato
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Keeps our customer support organized and on task

5,0 7 anni fa

Aspetti positivi:

A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours. There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful). Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.

Aspetti negativi:

IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

Matthew
Matthew
Happiness Engineer
Utente LinkedIn Verificato
Internet, 2-10 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione
Fonte: GetApp

Makes life SO much easier

5,0 9 anni fa

Commenti: HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.

Aspetti positivi:

- Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix problems in a pinch - about 20 other things :-)

Aspetti negativi:

Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good)

Utente Verificato
Utente LinkedIn Verificato
Servizi ai consumatori, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Useful tool for managing customer communication

5,0 6 anni fa

Aspetti positivi:

I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

Aspetti negativi:

Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).