Help Scout

Pros: Saved replies are a giant help! Reports help keep tabs on productivity and quality assurance. The new AI features takes a lot of the anxiety out of how to respond in a respectful and professional manner.

Cons: I would love to see a possible integration with MindBody software.

Pros: It's a no frills help desk tool that gets out of your way and just lets you help your customers

Cons: The reporting isn't as advanced as some tools out there.

Pros: Clear and intuitive design is what i like most. While beginners don’t need instructions to get started, they are readily available and easy to access.

Cons: When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well.

Pros: The automated reply's are typically useful and lead to a good start when live chatting.

Cons: Help Scout needs some improvements before being a productive platform. It is not yet very integrated.

Pros: It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM.

Cons: It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling.

Pros: Keeps all customer communications in one place - allow us to respond to customers in almost real time

Cons: You have to pay more for intergrations into a crm

Pros: I like that it helps me save time and convenient.

Cons: I have trouble when I try to use the mobile app.

Pros: It increases efficiency in handling support through email.

Cons: My favourite part is the customer service. They handle technical issues in a superb manner.

Pros: Easy to manage inboxes, AI features and managing guides

Cons: Communication history gets lost sometimes and customer replies don't appear

Pros: The price was good, but now I see why they charge so little.

Cons: They are constantly making poor decisions when designing updates. The last six months have been update after update that has made the platform harder to use for my agents. Applying Custom Fields, an action that previously took 1 click is now hidden behind a collapsed panels. Adding links is no longer a simple cmd+K macro. They replaced this standard keyboard command with their own internal "Command Pallet," which serves no use to our team. They still don't have SLA support.

Pros: Schneller und guter Überblick über Tickets, einfache Handhabung, gute Prozess/Automatisierungsmöglichkeiten, schneller Support

Cons: Ausbau der Möglichkeiten mancher Einstellungen in Zusammenhang mit der Webseitennutzung wäre schön

Pros: I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution.

Cons: No dislikes about Help Scout. Help Scout is phenomenal.

Pros: Help Scout is an effective customer support tool that has quality features. It is simple to handle customer ticketing and help desk services using Help Scout.

Cons: To date, there is nothing irritating I have found about Help Scout. Help Scout is incredible.

Pros: Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.

Cons: I like the efficiency of Help Scout's features. No complains at all.

Pros: Help Scout is a great tool for customer communications. I like the efficient features of Help Scout. Help Scout is so impressive.

Cons: No dislikes about Help Scout. Help Scout has been so amazing.

Pros: This helpdesk solution is amazing because it has been meeting our expectations. I am impressed by the reliability of Help Scout.

Cons: Help Scout is easy to use. No cons related with Help Scout.

Pros: The capabilities of Help Scout have been so excellent. Help Scout is easy to use and reliable help desk solution.

Cons: Help Scout is so effective. No dislikes for Help Scout.

Pros: They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

Cons: I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Pros: It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets...

Cons: Too many functions can make it a little difficult for beginners to get to grips with the interface

Pros: Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect.

Cons: Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful.

Pros: Très professionnel et simple. Facile à personnaliser et permet d'intégrer d'autres CRM très efficace . Très utile pour aider les entreprises.

Cons: Un très bon produit simple et rapide. Je n'ai pas eu de problème

Pros: For our team, this tool has been instrumental in improving our customer service operations. We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely manner. Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication.

Cons: Some users may find the reporting and analysis functions basic compared to other helpdesk tools

Pros: Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.

Cons: The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.