SP

Stephanie Amor P.

Customer Support Specialist

Small-Business (50 or fewer emp.)

3/13/2024

"Very simple & user friendly communication tool"

5/5

What do you like best about Help Scout?

I like that it's very simple to use. Nothing too complicated. Like what you need is what you'll get. Some customer support communication tools/software have a lot of features that we rarely use in our day to day job. And most of them, are just all over the interface which can be too overwhelming for new users. But Help Scout is not one of these tools. It's just very easy to the eyes and not too overwhelming. You just see your inbox - and the different email categories (unassigned, mine, drafts, etc.). The design is so simple and clean. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing. I just love how very straightforward it is and just serve its very purpose. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

The ease of use. I believe that in my profession as a support specialist, it's a big help that the tools we use to communicate with our customers are very easy to understand and use. It shouldn't be too complicated and should be true to its purpose. Since Help Scout is very easy to use and the design is very clean, straightforward and very functional, it really helped me to do my day to day tasks with ease. Review collected by and hosted on G2.com.

SJ

Sharon J.

CEO

Small-Business (50 or fewer emp.)

8/11/2023

"Best way to provide support"

5/5

What do you like best about Help Scout?

Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions. Review collected by and hosted on G2.com.

UR

Uzma R.

Customer Success and Data

Small-Business (50 or fewer emp.)

3/13/2024

"Easy tracking of multiple tickets"

5/5

What do you like best about Help Scout?

Live chat option reduces the client query TAT Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Cannot download CSV file after filtering the emails with tags Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Small-Business (50 or fewer emp.)

11/9/2021

"Help Scout has completely changed how we handle support requests and implementations!"

5/5

What do you like best about Help Scout?

Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more! Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful. Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout:

I highly recommend help scout for anyone who needs a shared inbox for support tickets! Most accessible to set up and quick to go live (within minutes)! Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

We can use reports to provide operational highlights to our board and investors. We benefit significantly from the Slack and Salesforce integrations for more visibility. Review collected by and hosted on G2.com.

SC

Stephanie C.

Small-Business (50 or fewer emp.)

5/31/2023

"So easy to use, absolutely love it"

5/5

What do you like best about Help Scout?

the team at helpscout obviously spoke to customer service agents to understand how they work and what they need to make work easier. the layout is intuitive (much better compared to traditional enterprise solutions) and allows all the most important app integrations Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

honestly nothing. i love being in the app using it. it has made tickets so much more enjoyable. plus the team at help scout are just lovely and provide such quick and great assistance with any issue i have Review collected by and hosted on G2.com.

UC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

7/26/2023

"My favorite inbox management system!"

5/5

What do you like best about Help Scout?

I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams. Review collected by and hosted on G2.com.

TA

T. A.

Small-Business (50 or fewer emp.)

11/27/2023

"Help Scout is useful to everyone for easy access of work"

4/5

What do you like best about Help Scout?

Friendly user and everyone easily uderstand about the app Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing and there is only minor thing and those are not important Review collected by and hosted on G2.com.

KT

Katherine T.

Associate Product Manager

Small-Business (50 or fewer emp.)

5/16/2023

"Helpscout has improved quite a bit in the last six months"

2.5/5

What do you like best about Help Scout?

I like that I can assign incoming tickets to other folks. I also like that they've added new functionalities for helpscout docs e.g. callouts, embedding videos, and inserting an image. It feels like they've copied a lot of the same functionalities as Notion. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Making docs look really polished feels like a challenge. There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in helpscout docs. I wish it was easier to space things and still keep the numbering/bulleting system. I wish it was easier to align things right or left (especially photos). Review collected by and hosted on G2.com.

GT

Greg T.

Small-Business (50 or fewer emp.)

11/16/2023

"Saved replies crippled"

1/5

What do you like best about Help Scout?

I liked and appreciated the ease of use of saved replies in my daily workflow easily including saved images, for over 5 years Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The crippling of saved replies, now when you save a reply, all images are stripped from the reply, now you must create a new process for creating a saved reply adding more work to what was a simple process. Review collected by and hosted on G2.com.

AG

Adi G.

Small-Business (50 or fewer emp.)

3/7/2023

"Don’t think it’s fair"

1.5/5

What do you like best about Help Scout?

I think that all Helpscout integration, Design and the UI are very user friendly Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers.

As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction.

While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money Review collected by and hosted on G2.com.