Help Scout

Great for Basic Customer Support

Commentaires : I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Avantages :

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product. I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer. There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Inconvénients :

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

Help Scout is great for small teams looking for a simple and inexpensive shared inbox

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

helps businesses streamline their procurement processes

Avantages :

Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.

Inconvénients :

Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems

Good for a temporary fix.

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

Avantages :

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

Inconvénients :

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

How Help Scout Helped Us Improve Our Customer Satisfaction Ratings

Commentaires : We were experiencing delays in our response times as a result of our inability to keep up with the volume of support inquiries we were receiving prior to implementing Help Scout.However, we have been able to manage our support tickets much more effectively ever since we started using Help Scout. We have been able to keep track of our response times and manage inquiries from a variety of channels thanks to the shared inbox, which has been a real lifesaver.Additionally, the status feature has made it simple for us to see which tickets require our attention, and the ability to assign support tickets to specific team members and leave internal notes has made it easy for us to work together to resolve issues.Perhaps most importantly, we have been able to improve our customer service thanks to Help Scout. Overall, Help Scout has assisted us in resolving the business issue of better managing our customer support operations.

Avantages :

Found that the software was a great way to run our customer support operations. The shared inbox is one of Help Scout's most notable features that I particularly appreciated. It helps me stay organized and on top of our support tickets and is a convenient way to manage customer inquiries from multiple channels in one place.Another component that I appreciate is the coordinated effort devices. We can easily collaborate on issues by assigning support tickets to specific team members and leaving internal notes. It's additionally useful to see the situation with each ticket, so I know which ones are being chipped away at and which ones require my consideration.Help Scout's analytics and reporting tools are also my favorites. It's wonderful to be able to monitor our support performance over time and assess our progress. We are able to identify areas in which we can improve and ensure that we are meeting the requirements of our customers thanks to the data that we obtain from Help Scout.Last but not least, I like the Help Scout customization options. We were able to create a one-of-a-kind customer support experience that sets us apart from our rivals by being able to personalize our support procedures with our branding, personalized messages, and custom fields.Overall, I think that Help Scout is a software that is easy to use and understands how to improve customer support.

Inconvénients :

Things that I think could be gotten to the next level. The mobile app is one of the issues I've encountered. Although it's great to be able to manage support tickets on the go, I've found that the app sometimes takes a while to load and has a clunky interface.Having the ability to set up canned responses and automated workflows is great, I've found that the customization options are a little bit limited. Lastly, I believe there could be more in-depth reporting options. It would be wonderful to have data that is more granular, like the ability to view more in-depth information by drilling down into particular support tickets.I still consider Help Scout to be a useful tool for managing our customer support operations, despite the fact that I believe it could be improved in a few areas.