Video Reviews
I like how Help Scout has been evolving the app
Clean powerful software that gets out of the way.
407 Help Scout Reviews
Overall Review Sentiment for Help Scout
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Ease of use of the platform. Love that the whole support team can use this as a centralized platform for support emails. Review collected by and hosted on G2.com.
No real cons, but it can be challenging to figure out how we can setup notifications so that you stay on top of things. Review collected by and hosted on G2.com.
The layout of the program, the search function and the previous conversation history on the side panel. Review collected by and hosted on G2.com.
Can't say I disliked anything. I have been overall satisfied with Helpscout. Review collected by and hosted on G2.com.
Customize chat docs.
I can create an article and prompt the chat after a few min. of a customer is on a page Review collected by and hosted on G2.com.
When you reply to an email it is atomically closed. Review collected by and hosted on G2.com.
Email management is a breeze with the ability to set-up workflows, assign team members, and observe a variety of metrics about how work gets done by the team and team members. The support is my favorite part. Any tool this complex that can serve a variety of businesses needs means you will inevitably need support. I've thrown all manner of questions at the Help Scouts Staff. Due to my technical background, I can get just technical enough to confuse myself and I've certainly over-explained myself in an email to them. They are able to decipher my madness and usually provide three or more options while welcoming more of my madness. Their customer service is 2nd to None. Review collected by and hosted on G2.com.
The search tool is the "if I have to complain about something..." option. An update implemented about 3-6 months ago (COVID 19-TIME-WARP POSSIBLE) made the search feature a great deal faster, reliable, and accurate. It still has difficulty with more complex searches with generic search criteria, but I do not envy the task of filtering through the massive amount of information for phrases like "product return" that can match a multitude of emails. Review collected by and hosted on G2.com.
I like the ability to assign task to team members and the tracking feature. Review collected by and hosted on G2.com.
It doesn't "mesh" with the other system , Zywave, that I use for client tasks and sometimes I have to double up on activities. Review collected by and hosted on G2.com.
Amazing for collating internally produced guidance for the team and for directing clients to recent advice or details of tax schemes Review collected by and hosted on G2.com.
Cannot upload pdfs to the site which is annoying Review collected by and hosted on G2.com.
the ability to integrate multiple sale channel inboxes and handle all support request in one place. Review collected by and hosted on G2.com.
reporting could do a little better. I would love to be able to customize reports. Review collected by and hosted on G2.com.
Help Scout allows us to help solve issues with our users quickly and efficiently via email and chat support, and the widget which we've embedded both in the signup process of our app for patients and inside of our clinic staff web portal.
We use the Knowledge Base feature as well and have made two separate knowledge bases – one for patients and one for clinic staff. We use them to onboard new clinic users and as a self-help option for both clinic staff and patients.
I personally find the reporting feature in Help Scout useful. The happiness report is a great feature for boosting morale among the customer service team because we can see user feedback and ratings on our support (which is always good, thankfully!). Review collected by and hosted on G2.com.
I honestly can't think of anything I dislike about using Help Scout. Review collected by and hosted on G2.com.
