Help Scout Reviews & Product Details

Help Scout is easy for our team to use, helps us provide better support to our customers quicker, and is a tool that we enjoy, not only one we're forced to use.

While we could do a little more with their API than we are right now, it would be nice to surface additional customer data on the conversation list itself without having to go into a conversation to see it.

Help Scout helps us provide excellent support to our customers, understand where our customers are at in their journey, and provides our customers a searchable knowledge base that integrates with our software product.

I like how all of my coworkers can work together on one email so that our customers can receive the best answer possible.

The only thing I do not like about Help Scout is sometimes emails received within help scout do not come in formatted correctly, but the email will be formatted correctly in other inboxes such as gmail and outlook.

We are solving the problem of answering customers in a more timely manner due to all associates having access to all of the customer support inboxes.

The best shared inbox software we have used. Makes customer service easy.

I can't think of anything I would like to see differently.

Shared email

The ability to customize almost everything. The free beacon and knowledge base is my favorite. It lets my customers communicate live with the team and answer their own questions.

Nothing! I cannot think of anything I would change about the platform or the support services.

Helpscout helped us migrate multiple mailboxes, create a site bot for live chat/communications, and allowed us to have an easily Integrable knowledge base.

Holiday playlist, virgin Piña coladas, and historical references. Great job.

The OK rating is not really ok, it makes the general score lover and it should be neutral or just leave great and bad. Really too many questions here to add a great review. have not really read at the end

Customer service. The program is great.

Email management is a breeze with the ability to set-up workflows, assign team members, and observe a variety of metrics about how work gets done by the team and team members. The support is my favorite part. Any tool this complex that can serve a variety of businesses needs means you will inevitably need support. I've thrown all manner of questions at the Help Scouts Staff. Due to my technical background, I can get just technical enough to confuse myself and I've certainly over-explained myself in an email to them. They are able to decipher my madness and usually provide three or more options while welcoming more of my madness. Their customer service is 2nd to None.

The search tool is the "if I have to complain about something..." option. An update implemented about 3-6 months ago (COVID 19-TIME-WARP POSSIBLE) made the search feature a great deal faster, reliable, and accurate. It still has difficulty with more complex searches with generic search criteria, but I do not envy the task of filtering through the massive amount of information for phrases like "product return" that can match a multitude of emails.

Finding inefficiencies is the biggest benefit. Whether it is an unnecessary number of email replies or discovering where an employee is struggling, the metrics are beyond beneficial. I've been able to discover where an agent's knowledge gaps exist based upon the amount of time between them opening and closing an email or how many replies they've sent. The happiness scores also allow us to fine-tune some emails that are technically flawless but require greater consideration of a customer's interpretation. Also, being able to quickly route, tag, note, and forward emails based upon specific criteria through workflows means I have time to manage, lead, and train my team instead of the work! After all, isn't that what we want SkyNet to do?

Multi-functional tool that has all the features needed to build an Operations team. Simple to use and user-friendly enough that our off shore Ops team in India can use it daily to complete tasks & stay connected.

- Email formatting - Formatting for text

- Emails/Communication - Using separate/multiple tools - Metrics/Reporting - Organization - Wiki articles

Very well designed, keeping all the key features very simple to understand and accessible. Easy to train team members to use it. Also the account manager at HS is very helpful with onboarding training and etc process.

Polish: Still need to make a few enhancements that all pages and forms are mobile optimized. For example, once the customer click on a feedback link, that landing page is not mobile optimized. Also, the iOS app should have more features like edit Subject Line, Customer Info, etc.

Implement a help ticket system beyond email. HS does exactly that. It improves our internal efficiency and external customer support effect.

Help Scout allows us to help solve issues with our users quickly and efficiently via email and chat support, and the widget which we've embedded both in the signup process of our app for patients and inside of our clinic staff web portal. We use the Knowledge Base feature as well and have made two separate knowledge bases – one for patients and one for clinic staff. We use them to onboard new clinic users and as a self-help option for both clinic staff and patients. I personally find the reporting feature in Help Scout useful. The happiness report is a great feature for boosting morale among the customer service team because we can see user feedback and ratings on our support (which is always good, thankfully!).

I honestly can't think of anything I dislike about using Help Scout.

Before using Help Scout, we were just using Gmail for user support and it was difficult to keep track of the progress of each query. Now that we're using Help Scout, we have several automated rules set that sort the queries into different categories such as patient, clinic staff, which clinic they're from, and the kind of issue they're facing. We also have some custom workflows where we can sort emails into patient and clinic feature requests and improvement suggestions for our platform, which is helpful from a product management perspective. Help Scout has also been our first attempt at having user help centres (knowledge bases), which have been helpful in training new clinic staff as well as giving somewhere for patients to learn about the features of the app.

Helpscout is not only a company that consistently surprises us by having a solution to our needs, but they are an inspiration in the way they run their own business. From customer service skills, remote work or even email templates, we gain so much from this relationship.

Android app doesn't yet include helpdesk articles. Wish conversation editor had a few more styling options.

Helpscout reduces support requests, helps us handle the ones we get efficiently and even helps us sell the product. We've saved tons of time, delighted our customers and gained insights on how to improve.