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Help Scout
What Is Help Scout?
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins.
Who Uses Help Scout?
Unlike enterprise tools that are hard to set up, create an impersonal experience, and require admins to manage, Help Scout lets you keep things simple, move fast, and focus on delighting customers.
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Reviews of Help Scout
Great for Basic Customer Support
Comments: I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.
Pros:
Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product. I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer. There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.
Cons:
I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.
Alternatives Considered:
It can save time and work more efficiently thanks to Scout's automation solutions.
Comments: Help Scout interfaces with many other programs, such as Salesforce, Zendesk, Slack, and others, which enables me to streamline our customer support procedure.
Pros:
It can quickly and easily access the information they require because to Scout's user interface's excellent usability and intuitive design.It can save time and work more efficiently thanks to Scout's automation solutions. In addition to setting up triggers and rules and automating ticket assignment, I may produce prepared responses.Comprehensive customer service is offered by Help Scout, which has a host of options including live chat, email support, and phone support.
Cons:
While there are some customization options offered by Help Scout, they are very limited in comparison to other customer support solutions.There are some more sophisticated features offered in other customer care solutions, including automated customer segmentation, that Help Scout does not offer.When compared to other customer help options, Help Scout is rather pricey.
Very Solid Ticketing System
Comments: Overall, we absolutely love the app. It has suited our needs perfectly.
Pros:
Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect.
Cons:
Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful.
Alternatives Considered:
Good for a temporary fix.
Comments: It's a good basic system. If you are looking for a ticket system this is a great choice.
Pros:
Ease of use Knowledgebase was easy to implement Ticket system works as it should
Cons:
Our business needed customer management and HelpScout was not a good solution for that.
Help Scout is the most effective method of providing assistance
Comments: Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace.
Pros:
Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.
Cons:
The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.
