Helps to provide great customer support

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

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

Help Scout helps us offer great customer support to our many users. We would be lost without this software.

Are you a current user of this product?

Yes