Legal Services, 51-100 employees
Less than a year
“streamlined portal for support”
Pros
This platform has completely transformed how our team collaborates. It provides an incredibly intuitive portal where we seamlessly manage support tickets together, while simultaneously building a comprehensive knowledge base filled with practical, helpful articles that benefit everyone.
Cons
There is no easy way to turn on dark mode, email signatures sometimes look wrong because of the portal's formatting and I often have to refresh the page to see new notifications.
Rating Distribution
Ease of use
6
Value for money
9
Customer Support
10
Functionality
7
Health, Wellness and Fitness, 11-50 employees
More than a year
“helpful templates and great AI tools”
Pros
Using pre-written email templates saves us a huge amount of time. The reporting tools are great for tracking our team's work and making sure we maintain high quality. The new AI tools are also the best for helping us write polite and professional replies quickly and easily.
Cons
I feel like having a direct connection to MindBody software would be a fantastic addition.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Computer Software, 11-50 employees
More than a year
“simple help desk solution”
Pros
Its a pretty simple help desk solution that stays in the background, allowing us to focus entirely on assisting customers.
Cons
The reporting capabilities are not quite as powerful as what we find in some competing tools.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Information Technology and Services, 1-10 employees
More than a year
“Clean and logical design”
Pros
The clean and logical design is my favorite part. New users can figure it out immediately but help guides are still right there if they are needed.
Cons
If my internet is spotty or slow, the system becomes hard to work with and I have occasionally lost email drafts I was writing.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Hospitality, 500+ employees
Free Trial
“Lacks deep integrations”
Pros
Help Scout automated responses are usually spot-on and provide a solid foundation when we jump into a live chat with a customer.
Cons
It needs several upgrades before it can be considered truly efficient as it currently lacks deep integration with other systems we use.
Rating Distribution
Ease of use
6
Value for money
7
Customer Support
7
Functionality
5
Computer Software, 51-100 employees
More than a year
“Good but not the best”
Pros
Finding information, tagging colleagues and assigning tickets is all very simple. It also connects seamlessly with our customer relationship management system.
Cons
It is often hard to trace a message back to the original one. The newest updates have not been good and we have had repeated problems with our automated connections turning off by themselves.
Rating Distribution
Ease of use
4
Value for money
7
Customer Support
7
Functionality
5
Capital Markets, 11-50 employees
Less than 6 months
“Centralizes all customer conversations in one location”
Pros
It centralizes all customer conversations in a single location which lets us get back to people almost instantly.
Cons
Connecting the software to a CRM requires paying for a more expensive plan which I did not like.
Rating Distribution
Ease of use
9
Value for money
5
Customer Support
8
Functionality
9
Medical Devices, 500+ employees
Less than 6 months
“Saves me time but somethings give me trouble”
Pros
The best part is how much time it saves me and how convenient it makes everything.
Cons
Um the mobile application gives me trouble whenever I try to use it.
Rating Distribution
Ease of use
5
Value for money
7
Customer Support
8
Functionality
5
Broadcast Media, 1-10 employees
Less than a year
“Makes our email support much more efficient”
Pros
It makes our email support process much more efficient and faster to handle. And the support team is my favorite aspect as they are excellent at resolving technical problems.
Cons
There is nothing that I dislike about this tool as it works the best for me.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
E-Learning, 1-10 employees
More than a year
“great for inbox and AI management”
Pros
Managing different inboxes is easy and I really get a lot of use from the AI functions and the guide management tools.
Cons
Past conversation history occasionally disappears and new customer replies sometimes fail to show up in the thread which I find really annoying.
Rating Distribution
Ease of use
7
Value for money
8
Customer Support
9
Functionality
6
Information Technology and Services, 11-50 employees
Less than a year
“made worse by poor updates”
Pros
The cost seemed great at first but now I understand why the price was set so low.
Cons
Too much that I dislike. The design team seems to consistently make poor choices with their updates. For the past half-year, every new change has made the platform more difficult for my team to use. Simple tasks like applying a custom field which used to take one click are now hidden in collapsed menus. They even replaced the standard keyboard shortcut for adding links with their own clunky Command Palette that none of us find helpful. Plus they still have not added proper SLA support.
Rating Distribution
Ease of use
2
Value for money
2
Customer Support
2
Functionality
2
Computer Software, 11-50 employees
More than a year
“Good helpdesk software with automation options”
Pros
I found the ticket overview to be quick and efficient, with simple handling, excellent process automation options, and prompt support.
Cons
Expanding the options for certain settings related to website use would enhance the overall experience.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Automotive, 500+ employees
More than a year
“Help Scout Helps Us Communicate with Our Customers Smoothly”
Pros
I really like how easy it is to customize Help Scout. It has proven to be an excellent helpdesk solution for me.
Cons
I have no complaints about Help Scout. Help Scout is exceptional.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Marketing and Advertising, 500+ employees
More than a year
“Help Scout: A Super Remarketing System for Customer Services and Helpdesk”
Pros
Help Scout is an effective customer support tool with top-notch features. Handling customer tickets and help desk services is easy with Help Scout.
Cons
So far, I haven't encountered anything frustrating about Help Scout. Help Scout is amazing.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Construction, 500+ employees
More than a year
“Help Scout: A Comprehensive and Reliable Customer Service Solution”
Pros
It has been a dependable and precise help-desk and customer service solution. The features are outstanding.
Cons
I like the efficiency of Help Scout's features. I have no issues whatsoever.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Textiles, 500+ employees
More than a year
“Help Scout Makes Communication with Customers Easier”
Pros
Help Scout is an excellent tool for customer communications. I admire its efficient features and find it incredibly impressive.
Cons
There's nothing I dislike about Help Scout. Help Scout has been incredibly good.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Consumer Services, 500+ employees
More than a year
“Help Scout: A Great and Friendly Helpdesk Solution”
Pros
This helpdesk solution is fantastic because it consistently meets our expectations. I am impressed by Help Scout's reliability.
Cons
Help Scout is intuitive to use. I don't have any cons to mention about Help Scout.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Research, 500+ employees
More than a year
“Help Scout: This is an Easy to Implement and Reliable Solution”
Pros
The capabilities of Help Scout are outstanding. It is easy to use and a dependable help desk solution.
Cons
Help Scout is highly effective. I have no dislikes about it.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Telecommunications, 11-50 employees
More than a year
“Excellent Service”
Pros
I like how dedicated they are to excellence. The new tools and features they add, along with their great design team, are highly liked.
Cons
I would like more messaging features, such as the ability to target specific users and more control over in-app messages. It would be great to run surveys and gather feedback within the app and knowledge base articles.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Consumer Services, 1-10 employees
More than a year
“Customer relationship management platform”
Pros
It automates the entire customer relations process, serving as a customer relationship management platform, live chat, and customer support ticketing system.
Cons
A plethora of functions might make it somewhat challenging for beginners to navigate the interface.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
10
Functionality
8