UserScape Software

HelpSpot


4.5 / 5
6 reviews

Who Uses This Software?

HelpSpot is used across a wide range of industries. From software companies, to higher education, and manufacturing firms. Anywhere you need to manage email from customers HelpSpot is a great choice.


Average Ratings

6 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $599.00/year
  • Pricing Details
    Tiered pricing starting at $599/year for up to 5 users.
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
  • Support
    Business Hours

Vendor Details

  • UserScape Software
  • www.helpspot.com/customer-service-software
  • Founded 2005
  • United States

About HelpSpot

HelpSpot is a customer service solution that has all the tools you need to deliver a remarkable customer service experience. Youll never lose track of an email again. A single threaded view of each ticket means your replies are informed, personal, and organized. HelpSpot is easy to use out of the box and offers deep customization options. Best of all, HelpSpot is affordable. It starts at just $599/year making it a smart choice for your customers, your team, and your budget.


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HelpSpot Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

HelpSpot Reviews Recently Reviewed!


HelpSpot for Basic Functionality

Nov 03, 2016
4/5
Overall

4 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Extremely
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Pros: Affordable

Basic Functionality Met

Cons: Hosting Separately is a Pain and Additional IT nightmare keeping updated

No Bells and Whistles (widgets)

Old UI

Overall: Love the cost of ownership of helpspot but constantly left out to dry when we dry to deploy it beautifully. Our knowledge base out of the box looks like it is from the 1980's.. even the form is pretty ancient with its interaction. The funny thing is they hired someone to make their website/helpdesk experience look great, but never offered that same service to their customers.... ? Other helpdesks have preposterous high cost per user rates, this is an great annual cost effective solution but if you are looking for smooth integration and fun features, look elsewhere. What are some features missing? popup chat widget, integrated help submission for authenticated users, sexier UI..

Recommendations to other buyers: Works and can basically get away with it.

Flexible, Inexpensive and powerful helpdesk system

May 26, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The UI is fresh and modern. The system is easy to use and can be adapted to your organization fairly easy. We haven't had to contact support much, but when we have, the experience has ben exceptional.

Cons: Emailing external customers or outside vendors from within the system seems a little clunky. I believe you have to choose to use the system internally or externally when setting up. If you choose an 'internal' type setup, you might have issues sending responses to users outside of your organization.

Overall: This software allows us to manage our helpdesk requests fairly easily and efficiently. We've used it for 5 years now. Updates are published fairly frequently which is a plus.

Great, flexible Helpdesk Software

Feb 11, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: - The ability to serve more than one support mailbox/company/product, completely seperated

- Multiple support request portals possible

- automatic assignment based on rules

- flexible reporting

- flexible authentication

- pricing

Cons: - It is not possible to postpone tickets (like: user files a ticket and leaves for vacation. Then the ticket sit´s weeks in your inbox, thus spoiling your statistics)

- PHP-Code is obfuscated. So it is not possible to add new features on your own

- Backend needs some overhaul

Overall: Faster response to customer tickets. Unclutters your personal mailbox. Free for up to three agents. Great piece of software.

I love using helpspot to support my endusers. It is an awesome piece of software!

Feb 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The things I really like most about this software is the intuitive interface you have to work with. Support for this software is top notch. I guarantee you will always speak to a support representative that will be very knowledgeable about the software that he/she support.

Easy and functional

Nov 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Tiered pricing that makes it affordable to add support analysts on the fly.

Cons: Nothing. It is perfect for our needs and has no costly bloated features.

Great support tool

Oct 11, 2016
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Comments: Found this tool easier to use and figure out than SalesForce for support. Finding, assigning, and following tickets its a breeze with this application. I really like that you can customize the UI and other several options.