Help Scout

Centralized Note Taking

Provides the ability to record notes on customers, and view other people's notes.

Customer Scorecards

Provide a high level, easily digested view of customer satisfaction, tasks, sales performance, etc.

Surveys and Polling

Ability to survey customers and gather feedback.

Onboarding Portal

Provide an area for new customers to get started and obtain relevant documentation/information.

Onboarding Collateral Management

Provide storage for training collateral for customers.

Account Health Tracking

Keep track of all accounts ensuring they are not laggard, at risk, etc.

Reporting and Analytics

The solution provides the ability to create metrics-driven dashboards and reports showing unique visitors, click-through, conversions, payments etc.

Onboarding Workflow Management

Provide a checklist of steps for onboarding new clients. Move customer through onboarding in systematic manner.

CRM Integration

Includes deep, seamless integration with CRM data and features.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.