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better software since 1999
better software since 1999
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Designed for those with high value, noisy customers that need help in making those interactions as easy as possible using AI as a tool rather than a gimmick. Exceling in the B2B & manufacturing.
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.
The interface is also amazingly clean and simple in its design, while still having all the features easily accessible. It's astounding how well this software is designed, and I hope to see it grow.
At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.
It's transformed our approach to customer support. We can now offer more personalized service, leading to increased customer loyalty and a better understanding of their needs.
We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.
Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.
Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests.
It’s been a great advantage of our growing company because we’re handing more customer issues than ever before and we have far fewer complaints because we’re resolving tickets so efficiently.
I use the score cards a lot but the analytics within their interface is a little strange.
A very Nice clean board that is very functional. Have used it for multiple aspects of the business and it does a solid job of it all.
Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years.
It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.
The original automated format would change tickets for me and on my first tries, I ended up responding to the wrong tickets or closing the wrong tickets.
Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.
As voice mails are left, no it is not acceptable but unfortunately necessary evil at times, an email is also generated and put into the specific mailbox.
Its User Interface, it is extremely simple and friendly. It's also fun, the little messages whenever you have a clean folder is always a great pick me up throughout the day.
It's really difficult to spice things up for the customer.
Sara Y.: Hi, my name is Sara. I'm a special assistant and operations associate, and I give Help Scout a four out of five. I use Help Scout in my day-to-day, mostly for the customer service side of ops, mostly for interacting with our clients that we call donors, to refund donations and just help them navigate our website's dashboard and any other tools. What I really like about Help Scout is that it was really easy to use. I had never used a platform like that until joining the company where I work at. It was very user-friendly, I didn't really need much training. I also liked that, especially when working from home, in case the internet ever cut out, it also had a mobile-friendly version in the form of an app that was pretty intuitive as well. Some concerns I have with Help Scout are that if certain donors or clients of ours have really old email addresses, such as AOL or even Hotmail accounts, it shows up kind of clunky as a message in our system, which can be tough to, one, even find out relevant information about this person so we can help them, and two, hoping that the flow of communication doesn't get interrupted.
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