Help Scout Reviews: 4.4/5 — Solid Choice

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.

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.

HelpScout is user-friendly, easy to navigate, and makes taking care of our customers very simple and quick. I love that they have extra reassurance knowing that they can reach out to us through Helpscout and get their issues taken care of promptly.

I genuinely don't see any downsides or anything that I dislike about this software. It's helpful to have all around if you have an extensive customer database and a need to keep things organized.

Customers reach out with any technical issues they're having or just general questions- and Helpscout makes it easy to keep track of these tickets/conversations.

It lets me tag other people in a task to eliminate me having to send an email! Efficient and easy

Honestly, I don't think there is anything I don't like! I have not run into any problems using it or malfunctions with the software.

We use all of our incoming office calls to be filtered out through Helpscout. It saves our receptionist lots of time and cuts down on direct phone traffic

- Clean user experience and interface - Simple to use, not buggy (I encountered a huge amount of bugs with Front) - LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits

- Probably doesn't have as many advanced integrations and automations as other platforms (it's more simplified in its approach)

HelpScout powers our operations infrastructure from a shared inbox.

I like the ease of seeing the chain of correspondence with clients and various team members.

Honestly, there isn't really anything I specifically dislike about it.

Coordinating various projects with managers and team members. It helps me to keep the workflow a lot smoother.

The product is great. Very easy to use and the cost is fair compared with many other helpdesks.

It would be good if perhaps we could allow users to have 'view only' access without having to pay a license fee for them.

Help Scout ensures that we deal with every customer enquiry in an effective manner, and allows us to assign to the correct member of staff to get it dealt with.

Ticket thread management; multi-user; documentation library; beacon

notifications could be more independent from the operating system - too easy to miss.

Ability to manage support tickets better; support documentation library

the ability to integrate multiple sale channel inboxes and handle all support request in one place.

reporting could do a little better. I would love to be able to customize reports.

handle request from multiple sites into one.

I love how intuitive it is to use. I'm almost never confused about how to do something. I like that we can have multiple inboxes. The time saving features are helpful, such as setting up rules to auto-tag/auto-close conversations.

I imagine that some other email help desks have more customizations. I also don't like that you can't send out bulk saved replies. You can only email one customer at a time.

1) When to staff people 2) Where our customers are getting stuck the most 3) Expanding how we collect customer feedback It's easy to loop multiple people in on one conversation.

Helpscout is truly an all-in-one solution for email support, real-time chat, and knowledge base management, in addition to full-fledged analytics and reporting.

I wish there were better built-in tools for customizing the look and feel of Helpscout Docs, but with support for custom JS and CSS, there isn't much that can't be overridden or adjusted given time and effort.

Since moving our support inboxes and knowledge bases to Helpscout we've crushed all our KPIs leading to faster first responses, faster resolutions, and ultimately more satisfied customers.

The simplicity of the product is what makes this really appealing.

I don't have much to share on this front.

We communicate with our customers and allow them to get in touch with us.