Help Scout Reviews & Product Details

The functionality and the user ability is fantastic. Easy to pick up and saves so much time.

There are some custom features I wish it had, but they are open to feedback!

No problems!

How organized and easy to use Help Scout is. I love the animations you get when you clear your inbox and it has a lot of helpful and useful tools. One of the my favourite features is the help article feature which is great for clients as well as saving me time when helping customers.

Sometimes when I search for a person it doesn't show up even though I know they're in there

Help Scout aids in customer success by making contact between the company and the clients simple, as well as with providing help articles for the customers to use which make my life easier.

The user-friendly software makes it easy to learn and understand.

It lags, and could have more use in where you direct your e-mails so you're not wasting time answering uncessacary e-mails.

My entire team can all answer e-mails as they come in togeather. We can work on things collectively.

Help Scout allows you to combine your email and chat inboxes within one tool. This has been an incredible asset for our team streamlining our processes and allowing us to gain a lot of data and insights from Help Scout's robust reporting tools.

The Docs or Support Site function of Help Scout is limited in how it displays search results. I wish that there was more of an Advanced Search Feature or a preview of the page results or the section of the page that contains the phrase or term that you're searching for.

Help Scout helps us assist our customers faster and collaborate as a team, while simultaneously educating them through the in-chat support document tools. It also gives us granular-level insight into our team metrics and measure our performance with extreme detail.

I like how easy it is to set up workflows and teams to be the most efficient.

The reports don't always accurately portray the work level of our team members.

Customers have easy access to our support team, and HelpScout provides a quick & accessible history for each customer, so we can see previous issues.

What I like the best from Help Scout is how organized and how quickly I am able to communicate with my customers.

Nothing at all! I have no complaints what so ever

I work in Customer Sevice. I am able to communicate with all parties in 1 app.

Its very easy to use and everything is so easy to keep organised

Nothing:) Everything is perfect and nothing to complain at

Customers issues ans requests. You can keep your tasks very organized with HS

It's a fast and reliable way to reach out our costumers.

We've really had no much complains about it, helpscout has served our every need.

We are solving legal problems, about legal calculation.

Smart automations, saved replies, fast and responsive website, handy app

Pricing will be going up soon which will mean I need to weigh up if it is still providing enough value for my small business.

Fast responses and effective management of customer enquiries

Helpscout was easy to setup. And to maintain the system. And as a result my customers are helped much better. Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support.

Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities. Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was.

Helpscout is our ticketing system to provide initial communication with new customers and ongoing support with existing customers. Both via e-mail and in-app using the widgets. The biggest benefits are better customer conversations, faster answers, and an extensive help database.