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

Clear and intuitive design is what i like most. While beginners don’t need instructions to get started, they are readily available and easy to access.

Inconvénients

When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well.

Avantages

The automated reply's are typically useful and lead to a good start when live chatting.

Inconvénients

Help Scout needs some improvements before being a productive platform. It is not yet very integrated.

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

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

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

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 has been a reliable and accurate help-desk and customer service solution.
The features of Help Scout are superb.

Inconvénients

I like the efficiency of Help Scout's features.
No complains at all.

Avantages

Easy to manage inboxes, AI features and managing guides

Inconvénients

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

Avantages

They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

Inconvénients

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Avantages

The most important feature about helpscout is the tags feature which allow you track tickets better. As well as saved replies and the super friendly user interface

Inconvénients

Helpscout does know allow to add multiple email signatures within the same user and it forces the addition of multiple users.

Avantages

HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.

The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.

Inconvénients

Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.

Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.

Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.

Avantages

- extremely simple to use and understand as a user
- treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
- fantastic support team that's very responsive and solution focused
- solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Inconvénients

- wish that the interface could be a little more customized for our specific needs
- really don't have any downsides to it - it's a great product

Avantages

Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

Inconvénients

Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

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

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

This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!

Inconvénients

There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.

Avantages

It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.

Inconvénients

It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.

Alternatives envisagées 

Pourquoi choisir Help Scout 

Logiciel antérieur 

Avantages

The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.

Inconvénients

I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.

Avantages

We love that it brings all the communication into one central place to help answer clients back.

Inconvénients

We do not like how forwarding of emails work and they always drop the attachments.

Avantages

First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it.

Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead.

For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.

Inconvénients

The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original.

That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.

Avantages

I like the fact that this software integrates with my CRM so I can see all support contacts in the contact record.

Inconvénients

The solution is robust but the thing I like least about the software is the pricing. It's a tad steep.