Help Scout

Chat di e-commerce

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

Customer relationship management platform

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

Help Scout: A Super Remarketing System for Customer Services and Helpdesk

Aspetti positivi:

Help Scout is an effective customer support tool that has quality features. It is simple to handle customer ticketing and help desk services using Help Scout.

Aspetti negativi:

To date, there is nothing irritating I have found about Help Scout. Help Scout is incredible.

Email-Centric Ticket Management

Aspetti positivi:

HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.

Aspetti negativi:

HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media.

Help Scout Makes Communication with Customers Easier

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.

Help Scout: A Comprehensive and Reliable Customer Service Solution

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.

Help Scout: A Great and Friendly Helpdesk Solution

Aspetti positivi:

This helpdesk solution is amazing because it has been meeting our expectations. I am impressed by the reliability of Help Scout.

Aspetti negativi:

Help Scout is easy to use. No cons related with Help Scout.

Help Scout: This is an Easy to Implement and Reliable Solution

Aspetti positivi:

The capabilities of Help Scout have been so excellent. Help Scout is easy to use and reliable help desk solution.

Aspetti negativi:

Help Scout is so effective. No dislikes for Help Scout.

Help Scout Helps Us Communicate with Our Customers Smoothly

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.

Excellent Service

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.

Simplifying Helpdesk Operations: The Power of Help Scout

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.

A reliable customer support solution

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

My personal view of Help Scout

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.

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

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.

Pricey but worth every dollar.

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.

Completely changed our business - for the better

Commenti: Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc. Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients, and plan to be for a long time.

Aspetti positivi:

- extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers) - fantastic support team that's very responsive and solution focused - solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Aspetti negativi:

- wish that the interface could be a little more customized for our specific needs - really don't have any downsides to it - it's a great product

Very nice online customer support service

Commenti: I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it.
There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them.

Aspetti positivi:

* You can setup online ticket support system for your clients very easy and cheaply * Your support engineers will have everything they need to support your clients effectively * No bloated unnecessary features, only those that you need

Aspetti negativi:

* Online mobile version leaves much to be desired * No way to merge several tickets at once * You can't make a note/reply and keep the ticket open, you have to re-open it.

Great for small teams!

Commenti: When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

Aspetti positivi:

-Extremely easy to set up, add employees to, and use on a daily basis without hassle. -Love the option to assign communications and update the status of them. -Simple, straightforward design. -Did I mention is was easy? Almost no training required.

Aspetti negativi:

-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

Dead Simple to use Help Desk

Commenti: Our company uses HelpScout as its internal Help Desk for all of our associate's requests/needs such as equipment request, payroll inquiries, BYOD access, and so. We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base. Moreover, most importantly, the price is affordable and goes along well our needs.

Aspetti positivi:

Initial setup is straightforward. We currently only use the ticketing/email feature in HelpScout, so setup and email configuration were complete in less than 10 minutes. The interface is clean, direct, and getting used to the layout is quick. We have synced our main Mailbox queue to a private channel in Slack, so each time there's a new ticket is sent there, which is beneficial to keep track of incoming tickets. Working with HelpScout is simple and straightforward. Currently, we only use the ticketing feature, and it's been a gratifying experience. All the essentials like adding internal notes, tags, tagging other agents, and replying to customers are there. My favourite feature is the search function, which helps you find that four-week-old ticket you closed a while ago easily just by searching a few keywords that were included in it.

Aspetti negativi:

So far, the only complaint we had was the "next" feature, once you reply to a ticket, the next open ticket assigned to you would pop up immediately, and if you're not careful, you might respond the wrong thing to the customer!

Great Central Inbox For An Agency

Commenti: Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers.

Aspetti positivi:

This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!

Aspetti negativi:

There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.

Excellent customer service software

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.

Terrific product. Great UI. Does lack on the integrations

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.

Keeps our customer support organized and on task

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.

Makes life SO much easier

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)

Useful tool for managing customer communication

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).