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Help Scout

Help Scout Reviews and Cloudswave Rating

  • 92

    Cloudswave Score for Help Scout

    Rating based on 52 Critic Reviews

    30 Favorable reviews
    97 %
    0 Mixed reviews
    0 %
    1 unfavorable reviews
    3 %
  • Makes life SO much easier

    HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.

    Pros : - Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix pr

    Cons : Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good)

    0 of 0 people found this review helpful

    Help Scout is truly the greatest!

    I have now integrated Help Scout in three companies. One of those, we decided to move to another platform to integrate with other features and boy did we regret it! I'm excited to be working with them again as they have always been amazing at customer service, prompt, helpful and friendly. I've even been part of beta service testing in the past, which was really great! I can't say enough about how easy it is it use and how beneficial it is to my customer service career!!! A gem I take with me everywhere.

    0 of 0 people found this review helpful

    Simple & cost effective for small team support

    We were struggling to ensure all our customer support emails were replied to in a timely manner and often we were missing replies or getting confused when multiple employees needed to handle the support. I tried a few different systems and they were either bolted on to Gmail, which got confusing or overly complicated for a small team. Finding Helpscout was a breath of fresh air. The web app was simple to setup and immediately it made sense with features that gave us the power to ensure we were giving our customers the best service possible.

    Pros : * Simple to use with powerful features available if you need them * Great documentation so little or no training needed for new staff * Customer service from helpscout is brilliant with quick and helpful responses * Two favourite features - 1) the ease with which you can move assign conversations back and forward between staff members 2) Save replies - saves so much time!

    Cons : * A mobile app or mobile optimised web app is really needed

    0 of 0 people found this review helpful
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  • A simple and powerful tool for customer support!

    What do you like best?

    HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email Service Providers like MailChimp and Campaign Monitor, KISSmetrics, Google Apps, and more which are very easy to set up and get started. There are also reporting tools to track productivity, # of replies, and volume. In addition to the help desk/mailbox feature, HelpScout also offers a documentation tool for knowledge bases. I have been using HelpScout for 2 years at Litmus and I absolutely love it - and my team does, too!

    What do you dislike?

    I wish there was a bit more reporting and foreign language translation support for tickets. Small things, but would be very helpful for us!

    Recommendations to others considering the product

    It's very easy and you can get started in a few minutes. Much better than other help services I've tried (Desk.com, FogBugz) and integrates other support tools we use (Olark, Grasshopper) for live chat and phone.

    What business problems are you solving? What benefits have you realized?

    HelpScout makes it incredibly easy to collaborate on tickets with a team, and customize workflows and saved replies. Our average handle time is around 3 minutes per ticket! It's also easy to add new mailboxes for different products or teams, and easy for one team to move a ticket to another team's inbox.

    0 of 0 people found this review helpful
    Read all reviews on G2 Crowd
  • Help Scout is a top favorite of mine in the Help Desk Category. Well done, HS team.

    0 of 0 people found this review helpful
  • I’ll be running Help Scout because I’ve seen it and I already know that it’s impressive. If you’re passionate about your customers, the ones who keep your business alive, then you should too.

    0 of 0 people found this review helpful
  • Help Scout does one thing really, really well – provide the best way to do email support. The team focuses on that first as the driving force behind their product. And I gotta say, they do it well.

    0 of 0 people found this review helpful
  • It’s designed specifically to handle customer email inquiries in the most efficient way possible.

    0 of 0 people found this review helpful
  • Help Scout is a fantastic customer support product that has become integral to our business. The 'invisible' help desk approach enables us to provide personalized support - something our customers respect, and has also enabled us to close more sales by converting our 'support service' into a revenue engine. On top of providing an exceptional product, the Help Scout team is responsive to feedback and they provide exceptional support themselves.

    0 of 0 people found this review helpful
  • Help Scout is ideal for service organizations that man inboxes with team of more than 2 individuals. To ensure that work is properly assigned, divided and addressed, Help Scout is a perfect tool

    0 of 0 people found this review helpful
  • I think it has a huge potential market in small business, especially independent development shops and tech startups. They provide a more powerful solution than email alone could, but don’t get carried away. In a lot of ways you could say it is email, just done a little better.

    0 of 0 people found this review helpful

    I think it has a huge potential market in small business, especially independent development shops and tech startups.

    0 of 0 people found this review helpful
  • If email is your bread & butter when it comes to support, Help Scout is the help desk for you. Whether you choose the Free or Standard plan, this help desk’s improvements over traditional email will seriously boost your support team’s accuracy and efficiency. Help Scout offers a free 15-day trial of Standard service —try it for yourself and decide.

    0 of 0 people found this review helpful
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