Help Scout Reviews & Product Details

Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us.

Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it.

Im solving the problem of using Outlook to manage 5 mailboxes recieving hundreds of emails per day, MS Outlook is just NOT created for shared mailboxes at all the experience is frustrating for us and our customer. The big benifit of moving to helpscout is the save of timing and headcounts in handling daily emails.

It's easy to use and new features are being added regularly.

The mobile app still doesn't have all the functionality of the web version.

We're a nonprofit and we use Help Scout to communicate with and provide support to our members. The Saved Replies are a real timesaver for our volunteer support team, and they ensure that members get accurate, consistent help with their technical issues.

HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit.

We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform.

We primarily use the platform to respond to customer tickets and inquiries. We've seen a major boost in efficiency and collaboration between departments.

Top three things I love about Help Scout 1. Reporting - No more guess-work here. My executive team loves the customizable reports (quantity, response-time, peak hours, etc.) I know what volumes my team deals with each day, week, month, you name it. I can visually see where spikes and dips happen, and really dig into the data. It's super easy. 2. Automating - Saved Replies are a game-changer! No copy + pasting happening here. Saved replies drastically reduce the chance for human error and make things super fast and easy for my team to respond to customers. 3. Customer Service - If I ever have a question for Help Scout, their team is extremely responsive, professional and friendly. They are very organized and attentive - I've never had to repeat myself or follow-up on a request.

There isn't anything I dislike about Help Scout.

Our team is more efficient than before. They are able to respond to emails and help customers quickly and easily.

it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD.

Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team.

We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings.

Quick integration process, excellent sales & customer service during the onboarding process. Once you get started, things are quite intuitive, it is easy to navigate and very responsive. The customer reviews are great - this allows us to see right away what we can do better, or what we did great.

I don't have many criticisms or feedback to share. I'm quite pleased with the service. I suppose that it would be nice to offer the ability to take actions in WooCommerce directly through Helpscout - for example, cancel an order, or one-click tracking numbers in the Help Scout interface (currently you have to click into the order, and then take all the actions directly in WooCommerce). But this is really not that big of a deal.

Team communication has improved. We have centralized all of our customer service inquiries, which saves time and improves our response rate. Our supply chain is currently compromised with the recent events in North America, so it's hard to quantify any revenue increases due to Help Scout, but we certainly haven't lost any business due to HS, and I'm confident that as we scale our business, HS will help us provide the same great service to many more customers.

Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional. Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!

I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions.

Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we can track all the required things on our end through the platform. Ticket numbers exist, but there's no reason a user needs to see them!.it Help me to send mail easily

Help Scout has helped us step up our customer service. Before, we used shared email inboxes and had many problems with duplicated effort, accidental deletion of emails, and inability to track customer service issues. Help Scout changed all of that. One of my favorite features is the "traffic cop," which allows users to see in real-time who among their co-workers is currently reading and/or responding to a specific email from a customer. I also like the ability to add notes to an email conversation that are only seen internally and the ability to "mention" a co-worker on a particular conversation so that he/she is brought into the loop to help solve the customer's issue when needed.

I'd like to see a few more admin-level settings, like the ability to control which users can create new tags. But honestly, I would categorize these things as my pie-in-the-sky wishlist items. I wouldn't say these are "dislikes." The Help Scout team seems to be continually developing the platform and adding new features, and they welcome regular feedback from their clients on how to improve it.

Mostly it has just taken our customer service to a new level, which is a big win.

Customize chat docs. I can create an article and prompt the chat after a few min. of a customer is on a page

When you reply to an email it is atomically closed.

customer inquires are being solved

Their support team is super responsive and goes above and beyond to help whenever we need anything! We don't need a major solution like Zendesk, and Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly!

I truly don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication about them is transparent with quick resolutions.

Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we are able to track all the required things on our end through the platform. Ticket numbers exist but there's no reason a user needs to see them! When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs.