Opiniones de Help Scout

Great for Basic Customer Support

Comentarios: I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Puntos a favor:

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product. I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer. There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Puntos en contra:

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

Help Scout is great for small teams looking for a simple and inexpensive shared inbox

Comentarios: Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.

Puntos a favor:

Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.

Puntos en contra:

I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.

helps businesses streamline their procurement processes

Puntos a favor:

Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.

Puntos en contra:

Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems

Good for a temporary fix.

Comentarios: It's a good basic system. If you are looking for a ticket system this is a great choice.

Puntos a favor:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Puntos en contra:

Our business needed customer management and HelpScout was not a good solution for that.

How Help Scout Helped Us Improve Our Customer Satisfaction Ratings

Comentarios: We were experiencing delays in our response times as a result of our inability to keep up with the volume of support inquiries we were receiving prior to implementing Help Scout.However, we have been able to manage our support tickets much more effectively ever since we started using Help Scout. We have been able to keep track of our response times and manage inquiries from a variety of channels thanks to the shared inbox, which has been a real lifesaver.Additionally, the status feature has made it simple for us to see which tickets require our attention, and the ability to assign support tickets to specific team members and leave internal notes has made it easy for us to work together to resolve issues.Perhaps most importantly, we have been able to improve our customer service thanks to Help Scout. Overall, Help Scout has assisted us in resolving the business issue of better managing our customer support operations.

Puntos a favor:

Found that the software was a great way to run our customer support operations. The shared inbox is one of Help Scout's most notable features that I particularly appreciated. It helps me stay organized and on top of our support tickets and is a convenient way to manage customer inquiries from multiple channels in one place.Another component that I appreciate is the coordinated effort devices. We can easily collaborate on issues by assigning support tickets to specific team members and leaving internal notes. It's additionally useful to see the situation with each ticket, so I know which ones are being chipped away at and which ones require my consideration.Help Scout's analytics and reporting tools are also my favorites. It's wonderful to be able to monitor our support performance over time and assess our progress. We are able to identify areas in which we can improve and ensure that we are meeting the requirements of our customers thanks to the data that we obtain from Help Scout.Last but not least, I like the Help Scout customization options. We were able to create a one-of-a-kind customer support experience that sets us apart from our rivals by being able to personalize our support procedures with our branding, personalized messages, and custom fields.Overall, I think that Help Scout is a software that is easy to use and understands how to improve customer support.

Puntos en contra:

Things that I think could be gotten to the next level. The mobile app is one of the issues I've encountered. Although it's great to be able to manage support tickets on the go, I've found that the app sometimes takes a while to load and has a clunky interface.Having the ability to set up canned responses and automated workflows is great, I've found that the customization options are a little bit limited. Lastly, I believe there could be more in-depth reporting options. It would be wonderful to have data that is more granular, like the ability to view more in-depth information by drilling down into particular support tickets.I still consider Help Scout to be a useful tool for managing our customer support operations, despite the fact that I believe it could be improved in a few areas.

Great customer focused company to work with!

Comentarios: Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Puntos a favor:

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Puntos en contra:

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

One of the best products I've ever used

Comentarios: It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!

Puntos a favor:

It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me. In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.

Puntos en contra:

That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.

Stellar Support Tool for SaaS companies

Comentarios: We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have.

Puntos a favor:

Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier. We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible. The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies.

Puntos en contra:

To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from). While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end.

Help Scout for Business

Comentarios: Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

Puntos a favor:

This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

Puntos en contra:

There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

Simple and easy to use functionality

Comentarios: Help Scout is a powerful customer service software that offers a range of valuable features to businesses of all sizes. While there are some potential downsides, the strengths of the software are significant and can help businesses provide top-notch support to their customers.

Puntos a favor:

It has beautiful and easy-to-use UI and UX. It has been made by amazing professionals already in the customer care space. Help Scout can be brought on to any company scale and proves itself with metric improvements rapidly.

Puntos en contra:

Help Scout's pricing plans are a little expensive, especially for small businesses or startups.

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Comentarios: to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Puntos a favor:

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent. Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Puntos en contra:

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Terrific product. Great UI. Does lack on the integrations

Comentarios: We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Puntos a favor:

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use. VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Puntos en contra:

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets. Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Organization and focus on delivering excellent customer service

Puntos a favor:

They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trusting them because I can believe them. I know that tells you very little of the product, but as leadership that's something that I really need. Other environments—blameshifting—I cannot stand and can't trust, believe, or hope that they'll hold true to their promise. We're leaving another vendor for that reason. Their system is very responsive, quick, simple, and easy to learn. There aren't too many bells and whistles which simplifies my life when onboarding new teammates. Their docs are well written and engaging.

Puntos en contra:

The vendor is great! I'd say a better or more thorough live chat & phone integration would be great. We communicate with customers via email, phone, live chat, and Twitter. It's hard when all these are fairly decentralized. Help Scout *does* have a live chat integration (which we use) and we can forward VMs to Help Scout (which is great). But if you're looking for tracking call length, live chat length, or some of the other nifty metrics in one central place, you'll need to use Excel or a Google Sheet. Or use everyone's API to feed into your own system.

Potentially good system for handling customer service

Comentarios: Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.

Puntos a favor:

Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.

Puntos en contra:

Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.

Best Customer Support Software with the Best Customer Support

Comentarios: Having tried or reviewed every customer support solution we could find, we have found Help Scout to be the best solution because of it being as simple to use as regular email, yet powerful enough to handle all of our company's communication. Help Scout is the key tool we use in our web development and hosting business, handling all of our client communication and allowing us to easily discuss requests internally, pass around messages, and provide quicker response times to our clients while making our lives easier. Additionally, the customer support Help Scout provides is the best we've ever seen. They are super friendly, very quick to respond, and understand requests the first time. They are the model for customer support, and they even blog regularly about how to provide great customer support with very useful tips.

Best ticketing tool out there!

Comentarios: Speedy communication with clients, great reports to categorize the requests that come in, very to near flawless functionality, and rarely an issue with Help Scout.

Puntos a favor:

Easy to manage accounts, great for keeping records of a clients request, real-time request, great reports, easy to use and adapt. Honestly, I would recommend Help Scout, is a great ticking tool that has helped me reach-out to clients and keep communication rolling with them efficiently.

Puntos en contra:

I like the software when used on a computer, but the app for a mobile device does lack functionality. I would like to have the same options as I have on the computer. I don't want to be completely demanding so I won't request the high-end gadgets, but the option to see whos working on a ticket on the app will help a lot.

Easy to use and helpful features

Comentarios: Very helpful and friendly e-mail platform for customer service and customer service related analytics.

Puntos a favor:

I like that it is very easy at the eye, we use it mainly for customer service and e-mail threads are really easy to catch up on even if conversations are several or long. Also Love the preset answers feature, very helpful for general questions.

Puntos en contra:

The thing I like the least is that filters are not the friendliest sometimes besides the filter you need to look further yourself for specific info.

Our company has been using Help Scout for a little over a year now.

Comentarios: We are a small business that has been steadily growing over the past two years. We began searching for a unified help desk service about 18 months ago. We tried another service first but found the cost and initial setup too daunting. We began a trial of Help Scout shortly thereafter. During our trial the Help Scout staff was eager and willing to offer assistance but I never felt pressured into committing to anything until I knew it was the right service for our company. They even extended our trial by two weeks because I had been so busy with other things I hadn't had enough time to test it out. In the beginning we only used the service to handle our e-mail and fax business. The fact that Help Scout integrates with our phone/fax service as well as our live chat service is awesome! Over the course of the next year we began utilizing more and more of the services and features Help Scout offered. We have found that the company has always been quick to respond when we had a question or needed assistance and was very open to any ideas or features we would like to see. They have implemented new features that have been invaluable in our day to day operations. We found the pricing structure to be very fair and flexible to suit our needs. The initial setup was very intuitive and only took a few hours before all of our services were up and running. I never felt pressured into paying for any services we didn't need. Overall we have been very happy with their flexibility and willingness to offer assistance when needed. We've very excited to try out some of the new features just implemented in the Help Scout Plus service and appreciate the offer to test it out before we commit to upgrading. Very happy customer!

Powerful and Easy to Use!

Comentarios: Ease of use, overview of mailboxes and emails, time-saving shortcuts

Puntos a favor:

Love seeing all message threads with the contact to the right when an email is open Like being able to star certain boxes so they show up first Love being able to have stored replies Like being able to keep notes that you can see at a glance upon opening an email

Puntos en contra:

Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time. Don't like that you can't order or resize the starred mailboxes Don't like that multiple addresses for the same person aren't flagged somehow

Great Shared Inbox

Puntos a favor:

It's very easy to utilize with multiple members using at the same time. You can always see where other users are and leave comments to each other on specific messages.

Puntos en contra:

When copying in a new email to an existing chain (or when the HelpScout email is adding to an existing chain), attachments are usually lost and have to be reattached.

Great for customer service and internal requests

Comentarios: It was a great experience, definitely worth the investment since it allowed us to measure and create KPIs for the satisfaction of our internal service.

Puntos a favor:

This tool is very versatile and really snappy, I love how easy you can reply to incoming tickets and keep great analytics of it at the same time. We did the integration to Slack to keep it even easier and faster for our internal requests and products.

Puntos en contra:

It can come pricey if you are really looking to have a low-cost alternative for your customer satisfaction portion but this should be no downer since when you pay for this platform you get a quick and efficient tool, just be mindful of the costs.

Useful tool for managing customer communication

Puntos a favor:

I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

Puntos en contra:

Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).

Simple & cost effective for small team support

Comentarios: 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.

Puntos a favor:

* 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!

Puntos en contra:

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

Just started using this product!

Comentarios: So far so good. Did the 14 day free trial in which reps of the company were very on top of things and often checked in to see how it was going. We even set up a 1x1 meeting before deciding to go all in and got our questions answered quickly. We wrote down our pros and cons and had more pros than cons as to what we needed it for and jumped all in!

Puntos a favor:

Very easy to use - was what we need in customer service inquiry software

Puntos en contra:

Nothing yet but haven't used it for a long time

Easy to use

Comentarios: Overall great. Would recommend to others.

Puntos a favor:

Great reporting options Easy to use Awesome customer support team Great search options Easy to set up

Puntos en contra:

Their help docs are often outdated. Also some of the features that stated were included ended up having a extra monthly charge.