Help Scout Reviews & Product Details

We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions.

The integration with salesforce could be improved.

Help scout allows us to respond quickly and efficiently to our customers and improve the user experience.

Email notifications are instant and well timed

Sometimes the website is down without warning

Helping meet client needs

This is an incredible help desk U.I., and absolutely NO ONE beats HS's own customer care approach and attention to detail. Instead of slapping together a help desk service for the sole sake of offering a product (like some)-- HelpScout is a care desk that has been made by amazing professionals already in the customer care space-- a service BY support teams FOR support teams. This tool is developed with optimization in mind at every step. It is NOT one of the comms services that sits idle with intermittent bug fixes that are so common to find today, but rather a tool that is constantly being developed and improved with new features that serve current industry needs as they change with the world. A tool that can be brought on to any company scale and proves itself with metric improvements rapidly. Any new HelpScout end-user will notice the signs of this last point immediately: HS has gathered a team of brilliant, kind, and diverse humans for itself-- and it shows at every step.

Any elements that would fall here are less about big-picture team performance and more about individual customization-- basically into the developer weeds of "this would be amazing to have". (Though consistency has shown that HS constantly finds and implements improvements like that-- already 3 within the year I have used this tool.) I wish I could say there isn't an immediate and thoughtful response to any support questions. I wish I could say the tool is hard to train, or that they don't have one of Australia's best writers at the helm of their newsletters. Because then HS would be closer to most services. But I cannot. (I have never come across a system that satisfies so wholly-- except several Siemens PLM tools!)

1) Ticket workflow optimization. | Cutting down on the wasted minutes (that add up quickly) that any support team has to deal with: i.e. sifting information, keeping the whole team on one page for a particular ticket, etc, which results in immediate metric improvements surrounding ticket resolution and timelines. 2) Internal support team communication. | Tagging, workflows, and notes-- all are HS features that come together to allow excellent team accessories. (EX: Person A can come back from X weeks away and within seconds will understand the current state of any ticket that Persons B, C, and D have been assisting with.) 3) Integrated data collection. | HelpScout does this in *many* ways, but two that we use constantly are the in-ticket quick reviews and metric reports. Their user-friendly data integration allows us to gain useful, simple satisfaction "ratings" from a customer the moment they are feeling it-- resulting in more accurate responses and /more/ responses in general. We also use HelpScout to handle internal tickets-- and love that the in-ticket review feature is toggle-able. 4) Getting crucial information/answers to customers in a discrete and digestible way. | HelpScout'Is "Beacon" tool is the box of chocolate turtles nestled between the incredible Harry and David pears. It can be used to serve any user-facing needs, regardless of the needs or the user. We use it to give marketing information, offer quick-reference documentation, and provide live chatting with the support team. All nestled into an appropriately-designed button added to any page you use (via API). 5) Customer care analytics and insight that can only come from a company dedicated to its craft. There are more, but those are five that come to mind immediately.

I love Help Scout's product: using it on our Support Team has been an excellent experience. Moreover, their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally. You can tell these people care about people!

I can only think of one area that needs improvement. Their "Docs" option—a feature that allows you to create your own support content and nicely mesh it into your company's support experience—seems to be targeted to those who know HTML. You don't *have* to know HTML to use it, but you'll need it if you want to do things like "call-outs" in a support article. (Thankfully, they have their own support content to help you set this up as well—I just wish the process was a bit simpler.)

Help Scout is bringing customer-centric Support to the forefront of business. That's what it's about, you know? I mean, you have to make money as a business, but you're also there to give real people a real product to meet a real desire or need. Using Help Scout helps us keep productive and organized as we communicate with each other as a Support Team and as we communicate with other departments in our business.

Simple startup, yet powerful features. The all in 1 nature of documents, with help popup, that links seamlessly to the support, makes it so easy to roll out great customer service across new businesses

Minor limitations in the API, it still has a much stronger integration framework than many other companies. Once the 2 minor updates I've requested are added to the API, we can 100% automate software selling systems deployments

We use Helpscout as the back end of all our systems, but also resell out to clients and deploy with automation for them. Gives us a super fast, easy install for clients

very quickly and user friendly. very useful

There is nothing I don't like. Recommends to everyone

responding to user complaints. help scout is presents quickly and conveniently

Saved replies (with variables), so it's only one click to send a personalized response to common questions.

This is not a dislike, but I'd love to have Gmail-style snoozing where I can bring a message back into my inbox on a specific date.

HelpScout helps our sales and support teams provide high-quality and consistent communication to our customers.

Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer.

My one wish would be that you could create a draft email with notes attached.

All customer communications are documented so we have historical data for customers as well as notes of other team members who may have interacted with the customer in the past.

I love that we can use one email account, yet have multiple people responding to those incoming emails. Being able to make assignments is invaluable. I love that we can have private conversations/notes that are attached to a customer conversation, that gives us a thread to be able to look back on to remind us why we came to a solution we came to. Saved replies are so helpful. Tags are so helpful. Everything is so very helpful. I also love the integration with Shopify. I love that I can see a customer's order information at a glance from within my conversation with them. And I especially love that links to previous conversations show up in the sidebar within a conversation. This is so very helpful!

This is not a dislike, per se, just something I wish the app did. Sometimes a team member will assign a conversation to me with a note. The note is a reminder for me to document something. When I'm done documenting, I want to assign the conversation back to that team member, as well as close the conversation. But I can't seem to do both with the controls at the top of the conversation window. I only seem to be able to do both when I'm actually writing a note or replying.

We used to use Apple Mail with the same email account installed on our computers, and then we would use flags to assign issues to each other. HelpScout has made this process so much easier, and it makes so much more sense. The app is built in such a smart way that almost anything I wish it did, it does. It has really made our team much more efficient, and able to solve customer service issues quickly and professionally, without stumbling over technology issues.

It's very easy to set up, and combines email, chat and knowledge base in one package.

It could use more integrations and it doesn't pick up social media accounts

making sure that support enquiries get answered in a timely manner and by the right person