G2

Lindsay H.

Sales

Mid-Market (51-1000 emp.)

11/9/2021

"Help Scout has improved communication within our company between multiple departments."

5/5

What do you like best about Help Scout for G Suite?

The most helpful thing about Help Scout is that all general emails funnel down to one inbox where associates in different departments can go in and identify what emails and tasks need addressing. By allowing this, our company departments, whether sales or customer service, can take those emails and assign them to the appropriate person to handle the job. It makes the communication and organization within the company much simpler and also allows us to get back to customers in a timely fashion. Review collected by and hosted on G2.com.

What do you dislike about Help Scout for G Suite?

I wouldn't say I like the chat portion of the Help Scout and how it flows from our website. My disklike comes from the lack of notification when there is an active chat and the amount of time it gives that customer to be active within that chat. It does help that when the chat time is up, that then turns into an email chain where we can communicate with the customer. Overall it has its pros within the cons of the chat topic. Review collected by and hosted on G2.com.

Recommendations to others considering Help Scout for G Suite:

If your company is looking for software that different departments can funnel thru, I would consider Help Scout. It has been very user-friendly for all ages and has dramatically cut down our customer communication time. Review collected by and hosted on G2.com.

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

Many problems are being solved with Help Scout, and I think it can be different amongst companies. The benefit for our company is that it is helping us decrease call-in volume and allowing us to multi-task with the customer load. By having Help Scout linked to our website, we can manage the emails that come in and answer questions from a specific page on our website. By having that feature, it means we know what item that is the customers are having an issue with understanding. I have realized what a benefit this software has by allowing our company to organize the emails needed. Review collected by and hosted on G2.com.