Help Scout

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.

Inconvénients

For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect.

Avantages

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

Inconvénients

You have to pay more for intergrations into a crm

Avantages

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

Inconvénients

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

Avantages

Easy to manage inboxes, AI features and managing guides

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

A robust feature set provided by Help Scout is revolutionizing customer support administration. Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact. Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer satisfaction. Help Scout's automation features automate monotonous operations to give support workers more time. Additionally, it offers meaningful insights into customer service effectiveness through its extensive reporting and analytics. Businesses may quickly link their preferred products to Help Scout's vast integration possibilities and design a unique support environment. Overall, Help Scout improves efficiency, streamlines customer support processes, and improves the client experience.

Inconvénients

There are some restrictions to take into account, despite the fact that Help Scout has several advantages. The absence of native phone and chat support tools, which may be essential for enterprises needing real-time client communication, is one downside. Furthermore, learning the sophisticated functions of Help Scout might have a steep learning curve for new users, demanding rigorous onboarding and training. Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity. Last but not least, the pricing structure can be a problem for startups or small firms with tight funds. Help Scout is a top option for customer support management in spite of these shortcomings thanks to its total value and robust feature set.

Avantages

Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.

Inconvénients

Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems

Avantages

It has beautiful and easy-to-use UI and UX. It has been made by amazing professionals already in the customer care space. Help Scout can be brought on to any company scale and proves itself with metric improvements rapidly.

Inconvénients

Help Scout's pricing plans are a little expensive, especially for small businesses or startups.

Avantages

It is a very easy software to use. It is super user friendly.

Inconvénients

It can sometimes be a bit confusing knowing what happens when notes are added as a direct message.

Avantages

I like that it is very easy at the eye, we use it mainly for customer service and e-mail threads are really easy to catch up on even if conversations are several or long. Also Love the preset answers feature, very helpful for general questions.

Inconvénients

The thing I like the least is that filters are not the friendliest sometimes besides the filter you need to look further yourself for specific info.

Avantages

Tracked tickets extremely well. Also the canned responses worked well.

Inconvénients

The beacon on our website didn't work that well. There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on. After marketing en email as a spammer, we would continue to get emails in the future from that same email address.

Avantages

After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.

Inconvénients

It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.

Avantages

They refer to support tickets as conversations, which might not seem like much at first but if you really think about how much you value your customers you will appreciate this verbiage.

They have offline/live chat support pop ups that they call "beacons" and you can have different ones depending on where a customer is at on the page. This was extremely helpful for me as I am selling software so having a beacon on the general website for pre-sales was a must but I also wanted a secondary beacon behind a paywall for premium support and their platform allows for this type of setup.

Lastly, most live chat companies only cater towards just that --- live chat. However, I wanted an all in one solution of live chat + a knowledge base. Help Scout has both available within their platform and it's super simple to setup.

Inconvénients

The only thing I feel they could improve on is more features as far as layout and styling for the knowledge base. It was lacking in that sense but other than that I didn't see anything that I personally needed to be different.

Alternatives envisagées 

Avantages

Having used Zendesk for years, I was looking for a alternative option without breaking the bank. Help Scout has all the features i needed for my team, and more.

Help Scout looks/feels great. Everything is right where it needs to be. I can quickly show a new employee how to use it in minutes. Zendesk looks like a dinosaur in comparison, and had to train them for a few days before my employees got comfortable.

Inconvénients

Not much to dislike. They have a lot of integrations built right in, and zapier fills in the blanks. The only thing I wish I had was the custom fields, which is in the PLUS feature, and I'd have to pay a bit more money for it. But can't complain about that.

Avantages

This product is great for a small business or startup who needs to set up a knowledge base. It is simple to deploy, and there is a free plan. The biggest advantage is that it is easy to use and low cost.
Plus, they are very Startup friendly company.

Inconvénients

There is no chat feature in mobile app so you can't send and receive real-time messages when you are on phone.

Avantages

Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams. The reporting is also useful for creating guides based on real search terms.

Inconvénients

A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies.

Avantages

It's reliable, and has most of the functions we need.

Inconvénients

It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers.

Avantages

Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.

Inconvénients

The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.

Avantages

Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.

Inconvénients

I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.