Help Scout

Help Scout

Product Name
Help Scout – Powerful Customer Support Tool

Company Website:
Year Founded: 2011
LinkedIn: Help Scout
Twitter: @helpscout
Facebook: NA

Creator(s) / Founder(s) :
Nick Francis
Denny Swindle
Jared McDaniel

What it does:

Help Scout is made for teams that insist on a delightful customer experience.

Why you need this:

Help Scout is like other help desk tools out there, but with a more personalized customer experience like a normal email. Customers who need immediate assistance don’t need to confront a ticket portal. Help Scout offers clutter-free features that are designed to keep teams (regardless if it’s small, medium, or large) on the same page. It also offers best in-class-reporting, a knowledge base, a robust API offering tons of integrations, and a free iPhone app to support users on the go.

The idea behind it.

As its name suggests, it helps your team to focus on what really matters: your customers. No wonder it being used  by companies that insist on a delightful customer experience.

What Bob likes

Bob likes the app’s ticket platform because it is easy to use and always improving. All you have to do is hook up your email and you’re ready to go. It allows you to create snippets, workflows, and tags to collaborate with your team members. Bob also likes app integrations for Slack, Campaign Monitor, KISSmetrics, Google Apps, and much more.

What it doesn’t have or doesn’t do

Bob can’t think of anything right now. He believes that no product is perfect, and there are a couple features that he’s excited for, but he has no complaints.

Bob Mini Review

I am utterly enthused by this app. It is fast, elegant, and easy to use. Responding to queries, especially with the option for Saved Auto Replies, has never been easy. It is also nice to see the different reports available through Help Scout. A nice feature in the future would be more of a breakdown of each customer. (How many conversations were closed for them specifically, and which ones.)

It has changed the way my company handles Support requests – in an extremely positive way. I am confident that all my emails are in good hands, and it’s great that I can keep track of whether or not a user/client has read my responses. Moreover, their reports and insights help us analyze our business and determine what we do well, and what we can do better.

There had been an instance I can recall where the app ran into a glitch, and their support team was immediately responsive and helpful in rectifying the situation. They were proactive in that they emailed all their clients to inform us of not only what had happened, but of what to expect in a few hours.

They also have a helpful blog section in their website where you can find relevant information about the app, how-tos, and product updates. We couldn’t do our customer support without Help Scout, and being good at support has helped our company so much!What it doesn’t have or doesn’t do

Bob wishes there were a bit more reporting and foreign language translation support for tickets. He knows that these are small things, but would be very helpful for all of us.

Should  you try it?  

As per Bob, don’t be afraid to give it a try. Help Scout’s support team is always there to help you out with anything you need. And yeah, the product is all well worth it.

Includes FREE Trial? Yes, for 15 days.

Pricing: Help Scout’s plans range from Free to Standard ($20/month) for automation features and reporting, to Plus ($40/month) for advanced reporting & features designed for bigger teams.

All Plans come with 24×5 support, Unlimited storage, iPhone app, 40+ third party app integrations, and Annual payment earns you one month free!

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