Help Scout Review

PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to customers. The software offers useful reports. They could add a feature which reveals the breakdown of each customer with details such as the number of conversations closed for them and which ones.

CONS: The only drawback is we are not able to delete customers. This has resulted in our agents setting up multiple profiles for the same customer. This has made our backend a little messy. We are able to easily change customers, but we would like to have the ability to delete duplicate customer names.

PROS: An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this article” which enables me to edit an article directly on the help doc instead of searching for it in different tabs. This feature helped me save plenty of time. Plus, the customer support agents are very responsive to my suggestions. It is fitting that this help desk software vendor offers top notch customer support themselves.

CONS: There are no noticeable drawbacks and I have no complaints about the software.

PROS: I love the impeccable user interface and it is obvious the vendor cares about how the app looks and works. The software has made our agents more efficient, effective, and happier. The vendor offers prompt and helpful support and they are receptive to our ideas and suggestions. Help Scout is a trusted partner for us.

CONS: We have no complaints as we love the software and the customer support.

PROS: Help Scout offers wonderful customer support as well as community experience. Our company has 80 employees using this software and all of them are constantly connected. Even if I stopped using Help Scout, I would still follow their community and blog. I rate this software 10/10.

CONS: System crashes and downtime are a major frustration for us. There have also been bugs that affected us, but the support agents have been very helpful and professional in resolving the issues.

PROS: There is no doubt that Help Scout’s developers care deeply about providing customer satisfaction. New features such as the dashboard, updates, and integration with Google Apps are really helpful. The admirable thing is the new features are not obstacles, but help to tackle user pain points.

CONS: I am looking forward to using the Help Scout mobile app which will enable us to provide customer support on the fly.

PROS: We have been using Help Scout for more than six months, and are impressed and satisfied with the app. We are Apple technology consultants and therefore choosy about apps. It was easy to set up Help Scout and we could start using it without any gap in our productivity. We could start helping our clients more effectively with the software. They like the fact that they can use one email to work with all our team members. Our employees also love the app and enjoy sharing notes about emails before responding to clients. I enjoy browsing closed tickets to appreciate the quality work done by my team members.

CONS: We need to peruse the spam filter regularly to ensure no request lands up there. We check the filter daily and so far haven’t faced any issues.

PROS: Help Scout helps us manage users’ emails easily. The app is excellent for managing incoming emails and to track the volume our team gets. We use the multi-folder option to divide the emails between teams. The most useful features for us are the knowledge base configuration and the saved reply option. Finally, their support team is outstanding.

CONS: One major drawback is there is a lot of downtime. This prevents us from offering good customer support. Help Scout does communicate the issues to us and takes ownership. Hopefully, they will improve the system to ensure there is less downtime.

PROS: Help Scout is easy to use and the vendor keeps improving the product. The software interface is beautiful and makes it a pleasure to interact with users. The support team is great too. The newsletter is of high quality and the saved replies help to save time, with variables for user data, mailbox, and customer.

CONS: The vendor offers great prices for small companies, but the amount becomes big when I convert it to my country’s currency. I would love to see custom fields offered for customers. At present, the panel style lacks a customization option.

PROS: Help Scout is easy to set up and use. You simply need to link your email address to get started. You can create tags, workflows, and snippets to collaborate with your team members. The app integrates smoothly with popular software like Google Apps, KISSmetrics, Campaign Monitor, MailChimp, and Slack. You can use reporting tools to track volume, number of replies, and productivity. There is also a documentation feature for knowledge bases. I have been using the software for more than two years and I and my team members love the application.

CONS: Two aspects where there could be improvement are foreign language translation for tickets and more reporting features.

PROS: Help Scout offers a slew of impressive features: My favorite feature is the workflows. The ticketing system is logical, the mailbox allotment is generous, and I like that I can set up one mailbox for customers that can be managed by multiple agents. The software offers good collaboration tools to manage customer expectations and needs.

CONS: There are a couple of drawbacks: The pricing packages are a bit expensive and there have been occasional outages.

PROS: I like the fact that I can use shortcut keys to respond to people quickly and easily. The email responses we send to customers look like something sent by a friend unlike other help desk solutions that spew out emails that look they were produced by a corporation. The software is so simple and clean, you’d think Apple created it. I like the solution so much I even sent a thank you email to Help Scout’s founder.

CONS: There is no mobile app, but this is compensated by a third party mobile app that fits my needs. It is easier to work with than Gmail.

PROS: I like Help Scout’s simplicity. The emails seem like they have been sent by a real person and not by a computer. The app works more like an inbox compared to other help desk solutions.

CONS: Help Scout lacks advanced features which means I am not able to use it to upgrade my process. The reporting functionality is basic, for example, the app doesn’t show the difference between tickets waiting on customers and those waiting on your team, so that I can report on SLAs.