Help Scout Reviews & Product Details

I love the integration between our e-commerce software and Help Scout. The ability to see the client name, order number, amount paid and status of the order without opening the website or any other communication has saved us a ton of time.

I can honestly say that there is nothing we've disliked over three years with HelpScout.

We use it to support e-commerce customers after the purchase with any order support or item support questions needed.

The support review queue is very well made and easy to navigate. The saved replies functionality is powerful and helps increase my productivity as I'm going through my queue.

I would like to be able to decide whether to include the satisfaction rating prompt into a reply or not - sometimes it's just not suitable to add.

Dealing with my email customer support queue. The benefit is that I am now much less stressed about it compared to when I was dealing with it via just my email.

lets me know when an account needs updated or an email is no longer working on accounts

i do not have any issues with help scout.

It's very easy to use.

The functionality in HelpScout is straightforward and intuitive to use. It's easy to assign and reassign tickets to the correct people and ensure they're all followed up on.

Some of the navigation can be a bit confusing when first being introduced to the tool but once you get up and running, it does not cause any issues.

In my use case, customer support tickets that need to have a sales rep follow up on are assigned to me. From there, I assign them to the correct rep. It's nice because if the rep does not follow up or if the customer repsonds, we get notifications so we can make sure that someone gets in contact with the customer ASAP.

Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features.

We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great.

The ability to connect quickly with clients over more than just email. Many of our client users do not have work emails or easy access to them so the in-app chat breaks down the client and support communication barrier. We also love the ability to send targeted messages to users to let them know about app issues or updates.

Before Help Scout, I was managing all of our requests inside my inbox. I would forward emails to co-workers for them to help. Now co-workers can log in and grab tickets as they come in, or I can quickly assign them right inside the system. The option to see only tickets assigned to me also removes the overwhelming feeling of a full inbox. We recently started using tags as well, and that has been a game-changer as well. Also, seeing the notes pass right into our Slack channel helps speed up the process and keeps everyone on the same page. I am looking forward to learning about the other features and implementing them as well. Thank you for making me and my team more productive.

I have no grips about Help Scout. I think it would be awesome to have training webinars. Disclaimer there may be webinars; I may not have found them yet.

Staying organized and productive becomes more difficult as a company begins to grow. You realize you now need an entire support team vs one support person. Then you realize you need a product to help organize support tickets and keep track of the tickets. This is where Help Scout came into play for us.

When I log in to Help Scout, I can immediately begin my workday in an organized and stress-free fashion. Its user-friendly interface allows me to get all of my work done in a timely manner. Customer care is of utmost importance to us, and thanks to Help Scout's reliable service, I am able to support all of my customer's needs, whether it be through email, phone calls, or chat. The "Saved Reply" feature is my absolute favorite and has saved me so much time in replying to my customers.

I used to be able to attach photos to my Saved Replies, and now I'm unable to attach any images. Once in a while, It can be a bit slow when searching through past conversations or using keywords.

Help Scout helps me stay organized and allows me to give my customers the best care possible. With Help Scout, I can better manage my time on tasks, prioritize issues, and reach out for support from my superiors. I no longer look at a full inbox and feel intimidated. I start from the bottom, tag each email with our custom tags, and start responding to customers based on priority level. I feel a bit spoiled, having used this platform for three years now. It's so user-friendly, and the help I received from the support team is fantastic.

I really appreciate the thought Help Scout has put into their CRM. It's easy to use and get started with. Everything is straightforward and they've minimized the learning curve. They offer everything you need for your company to stay connected with your customers. The couple times I've spoken with a customer service representative they have always been pleasant and their answers were easy to understand.

So far I haven't really found anything I don't like. Everything has worked properly.

Help Scout let's us display our help articles on our own site via a beacon when a user is logged into their account or dashboard. It offers convenience to our customers and helps us look like we're on top of it!

Our customer service team works with 3 different companies. HelpScout allows us to sort automated emails into folders automatically and makes it easy to assign tasks to each team member across all our brands. The saved responses might be my favorite feature because we can save all the answers to our frequently asked questions and select them from a drop-down. It keeps our messaging consistent and saves a ton of time.

The only thing I dislike is that I often get notes sent to my email, and in the past, I've accidentally responded to the customer instead of my colleague who left the note.

We now have a central location for all our customer service across all our brands and can assign tasks in a way where the whole team can see what's going on. This helps keep us all on the same page and makes us more efficient.

We evaulted many ticketing systems, and needed pro-level features (i.e. power user), but with a user interface that makes sense and easy to use while still maintaining access to the advance features. HelpScout fit the bill perfectly!

The only complaint we have is with the tagging system - some users may like free-form tags, but it makes reporting harder since there isn't a permission to prevent users from creating similar tags.

We have a team answering client emails, and in the past, multiple agents would start replying to the same email, and sometimes our agents gave conflicting info - we love the collision detection feature! We also use HelpScout to report on volume, type of questions, etc, which helps us determine staffing needs for the customer relations group.