Help Scout
¿Qué es Help Scout?
Help Scout es capaz de escalar como cualquier otro centro de ayuda, pero la experiencia del cliente es tan personalizada como el correo electrónico. Help Scout es ideal para empresas de todos los tamaños y es adecuado para empresas con más de 500 usuarios. Las funciones de organización de Help Scout mantienen la comunicación entre los equipos. Con la mejor creación de informes de su clase, base de conocimientos integrada, una API sólida, montones de integraciones y una aplicación gratuita para iPhone que ayuda a los clientes en todo momento, Help Scout permite que tu equipo se concentre en lo que realmente importa: sus clientes.
¿Quién usa Help Scout?
Empresas pequeñas y grandes que quieren ofrecer una experiencia inmejorable a sus clientes. Cuenta con la confianza de 8000 clientes como Basecamp, Buffer, GrubHub, AngelList y Timbuk2, en más de 70 países.
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Help Scout
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Opinones de Help Scout
Abraham
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.
Contras:
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.
Jakub
Alternativas consideradas:
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.
Contras:
That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.
Usuario verificado
Help scout review
Comentarios: Overall experience was not that good but it can be more useful if improvement will be done.
Puntos a favor:
It has user friendly interface, multi-channel support and can integrate with other tools like slack .
Contras:
It has very limited features.pricing is a bit Higher and has limited language support.
Dean
Pretty convenient and easy to use, but lacking in features…
Comentarios: It was ok day to day, but we had to rely on other tools too often to get the job done.
Puntos a favor:
Super easy to pick up and use and their support was great. They always responded promptly and did their best.
Contras:
Compared to other products, it lacks a lot of features and some of what it does have is too simplified.
Aimee Rebekah
Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions
Comentarios: I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool.
Puntos a favor:
HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool.
Contras:
It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk.
