Excellent app for customer support

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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

What specific problems in your company were solved by this product?

Help Scout helps our team members to collaborate on tickets, and customize saved replies and workflows. We are able to handle a ticket in about three minutes. We also find it simple to add new mailboxes for different teams and products, and to transfer tickets to other teams.

Are you a current user of this product?

Yes