Team management, tags, canned responses and internal notes are all easy to manage. There is also collision detection to help prevent double replies by alerting if another agent is typing. The platform is clean, simple and easy to understand. New agents are able to get productive within a day or two. It has a familiar interface that any user of email will find easy to use. The team at Help Scout are very friendly, quick to respond and very knowledgeable. Their documentation and guides are some of the best we’ve seen. We had a few queries whilst setting it up however they are quick to provide straightforward answers. This meant we has a clear ROI with little training required.

I enjoy how easy it is to filter messages and respond effectively and quickly with saved responses.

Collaborative inbox for customer support with robust tagging, team features, and workflow automations. Internal notes help us discuss issues without involving the customer or having to pass emails back and forth, which also prevents the conversation thread from getting lost. The analytics are also helpful in mentoring my team to hit our customer service metrics.