GT

Geoff T.

Celigo Integration Developer

Small-Business (50 or fewer emp.)

5/9/2023

"I recommend this whenever I hear a CX team is using Gmail"

5/5

What do you like best about Help Scout?

When I was in a team of two CX agents trying to share one Gmail account and effectively address customer emails, adopting Help Scout was huge for us. It led to way fewer duplicated efforts and prevented us from even looking at the same email. Previously we had wasted time drafting and even sending different replies to the same email. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing, I really didn't dislike anything because I was grateful to be using it. Review collected by and hosted on G2.com.

CK

Collin K.

Mid-Market (51-1000 emp.)

5/12/2023

"Product Support made easy!"

5/5

What do you like best about Help Scout?

Help Scout helps to keep tickets organized and front of mind when serving customers. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

After adding a note to a ticket, HelpScout navigates you to a different page. Review collected by and hosted on G2.com.

SS

Shane S.

Marketing Director

Small-Business (50 or fewer emp.)

2/27/2023

"Found the help we needed with HelpScout"

4.5/5

What do you like best about Help Scout?

It is straightforward to get up and running. As part of a small business, we needed something that could be implemented quickly, our support team learn easily, and most of all reach our customers seamlessly. HelpScout accomplished all three. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon! Review collected by and hosted on G2.com.

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

Organization. Prior to Help Scout, we had multiple emails that caused confusion internally and for our customers. So, having a shared inbox and being able to assign, add notes, and tag internally has been a huge help. Now, customers can communicate with us efficiently and we can get them the right help they need internally. Review collected by and hosted on G2.com.

AB

Arnette B.

Small-Business (50 or fewer emp.)

5/21/2023

"Awesome tool that takes customer service to the next level"

5/5

What do you like best about Help Scout?

HelpScout is a game-changer for customer support! Their user-friendly interface and robust features make managing customer inquiries a breeze. The automation and collaboration tools streamline workflows, improving response times and customer satisfaction. With HelpScout, you'll experience top-notch support and efficient communication that takes your customer service to the next level. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The reporting and analytics features could be more robust, lacking advanced customization options. Review collected by and hosted on G2.com.

LP

Luke P.

General Manager

Small-Business (50 or fewer emp.)

3/20/2023

"Helpful tool for helping others"

5/5

What do you like best about Help Scout?

Clean interface

Easy to manage tickets

Great support team Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Mobile app could be better

Docs could use an overhaul

Multiple people assigned to a ticket would be nice Review collected by and hosted on G2.com.

TN

Tyler N.

Customer Care Team Lead

Mid-Market (51-1000 emp.)

9/16/2022

"Help Scout Gets It Done"

4/5

What do you like best about Help Scout?

The earning curve was nice and low for a CRM.. My agents could pick it up in a matter of days compared to months with others such as Salesforce / Hubspot. The admin ease is also a big plus. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The integrations are okay. Help Scout will try and create various profiles for the same person if they called or email. Then we have to go through and merge them afterward. Merging tickets can also be a bit confusing as it will sometimes change the profile name but the previous email addresses will remain so when you send, things can go to the wrong party. Review collected by and hosted on G2.com.

UI

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

11/18/2022

"Customer-centric software for you and your customers"

5/5

What do you like best about Help Scout?

I love Help Scout's product: using it on our Support Team has been an excellent experience.

Moreover, their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally. You can tell these people care about people! Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I can only think of one area that needs improvement. Their "Docs" option—a feature that allows you to create your own support content and nicely mesh it into your company's support experience—seems to be targeted to those who know HTML. You don't *have* to know HTML to use it, but you'll need it if you want to do things like "call-outs" in a support article. (Thankfully, they have their own support content to help you set this up as well—I just wish the process was a bit simpler.) Review collected by and hosted on G2.com.

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

Help Scout is bringing customer-centric Support to the forefront of business. That's what it's about, you know? I mean, you have to make money as a business, but you're also there to give real people a real product to meet a real desire or need.

Using Help Scout helps us keep productive and organized as we communicate with each other as a Support Team and as we communicate with other departments in our business. Review collected by and hosted on G2.com.

CC

Verified User in Computer Software

Small-Business (50 or fewer emp.)

5/17/2023

"Made my life easier!"

4/5

What do you like best about Help Scout?

The fact that you ONLY NEED LIKE 5 LINES OF CODE to set it up!!

Using helpscout was a breeze and I'd recommend this to everyone Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing. It was super easy and worked like a charm everytime! Review collected by and hosted on G2.com.

CL

Cymone L.

Small-Business (50 or fewer emp.)

4/26/2023

"helpful tool for an administrative team"

3.5/5

What do you like best about Help Scout?

it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

there wasn't anything i didn't like about HelpScout Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

5/9/2023

"solid tool"

4/5

What do you like best about Help Scout?

simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

slow to implement chatgbt. should be a slam dunk, hope they ship soon. Review collected by and hosted on G2.com.