Help Scout

What differentiates Help Scout from other similar products?

Help Scout has a plethora of useful features, it is much more than the total of its parts. It is obvious that those who create the merchandise also use it. Bugs are uncommon; dependability is common. The supplemental tools, like Docs, integrate seamlessly with the prior experience. The great thing about Docs is that I can create a support article in one location and then surface it as a pop-up message on a website, link to it on the product page, or simply incorporate it into an outgoing message.

What is your favorite aspect of this product?

Email assistance is incredibly simple to manage with HelpScout. It performs all the fundamental tasks, including managing and allocating email messages to various recipients. You can monitor statistics to determine which team members have assisted the most individuals. I particularly like the “merge threads” feature because users frequently send in new emails rather than responding to the ones that have already been sent or send in numerous emails about the same subject. The organization is improved by combining them into a single line.

What do you dislike most about this product?

Spam sent to our help inbox doesn’t always go straight to the spam folder, which is a small issue. A more recent spam blocker would be advantageous for HelpScout.

What recommendations would you give to someone considering this product?

Setting up Helpscout was simple and to keep the machine running. And as a consequence, my clients receive much better care. Furthermore, they communicate very clearly. They once revealed a system change. They assisted me in every way to put this shift into practice and ensure that everything was set up properly. Amazing help.

What differentiates Help Scout from other similar products?

Help Scout is by far the easiest solution I have tried yet. All its features are easy to use, and it meets most needs of our business.

What is your favorite aspect of this product?

The saved replies are one of my favorites features by far.

What do you dislike most about this product?

It is hard to find something I dislike about Help Scout, but there is one thing I would like to see improved: When you add a code snippet, using the "Insert HTML" tool, and you mark the "This is preformatted code" option, the code is formatted correctly. However, if you try to reuse this code in a new conversation, the code gets messy.

What recommendations would you give to someone considering this product?

If someone ask me for a solution for customer service, I for sure will recommend Help Scout.

What differentiates Help Scout from other similar products?

The market is packed with variations on support software. Help Scout was easy to set up and use, and their company culture clearly cares about customer support, as they are a thought leader in the space.

What is your favorite aspect of this product?

I love the smooth integration of the knowledge base with the help widget and the support inbox, allowing us to surface related articles based on the current page as well as search and insert those articles within a request dialogue.

What do you dislike most about this product?

As our use of this product has expanded across multiple departments, Help Scout has struggled at times to manage multiple users in multiple inboxes. I think the issues we've experienced stem primarily from users who reply to email notifications to add a note to the thread—because they are both users of the software (in a different inbox) and "customers" served by the software (from a different team).

What recommendations would you give to someone considering this product?

Help Scout does not have any community tools, but otherwise they offer a robust full-service software package, with thoughtful implementation of live chat, email and phone support, and excellent knowledge base tools.