Cos'è Help Scout?Help Scout può essere scalato come qualsiasi altro help desk, ma il cliente vive l'esperienza come personalizzata, come un messaggio e-mail. Help Scout è ideale per aziende di tutte le dimensioni e supporta aziende con oltre 500 utenti. L'organizzazione e l'ordine delle funzionalità di Help Scout permettono a team di qualsiasi dimensione di mantenersi sempre aggiornati. Grazie all'eccellente creazione di report, alla knowledge base integrata, ad API robuste, a tonnellate di integrazioni e a un'app gratuita per iPhone che supporta i clienti in movimento, Help Scout consente al tuo team di concentrarsi su ciò che conta davvero: i clienti.
Chi utilizza Help Scout?
Piccole e grandi aziende che puntano a fornire un'esperienza piacevole ai clienti. 8.000 clienti, in oltre 70 paesi, utilizzano Help Scout; fra questi, Basecamp, Buffer, GrubHub, AngelList e Timbuk2.
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Recensioni su Help Scout
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.
- 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
- 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
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Commenti: Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.
Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.
I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.
Good for a temporary fix.
Commenti: It's a good basic system. If you are looking for a ticket system this is a great choice.
Ease of use Knowledgebase was easy to implement Ticket system works as it should
Our business needed customer management and HelpScout was not a good solution for that.
Great customer focused company to work with!
Commenti: Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.
Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.
I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.
One of the best products I've ever used
Commenti: It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!
It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me. In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.
That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.