OVERVIEW
Help Scout is a cloud-based help desk solution for small businesses and teams. It allows users to create multiple email addresses under one account, enabling them to work across departments or manage several products/brands from a single Help Scout account. Users can see which emails are being addressed in real time so they don’t respond to the same customers twice! They also have the ability of assigning conversations instead of forwarding them around coworkers which will eliminate steps in their process altogether.
What is Help Scout?
Help Scout is customer service and help desk software that can be used by companies of all sizes. It allows seamless collaboration between departments, or managing several products/brands from a single account. Help Scout relieves the need for repetitive tasks with workflows that allow you to create if/then logic in minutes! You’ll also have access to features such as group chat and mentions so you can collaborate privately when needed.
Collision detection helps keep everyone on the same page during conversations while tagging lets users categorize their messages according to content, triggering automations, sending bulk replies with saved replies for two-click access to most common responses!
Help Scout’s automation abilities will take care of anything its user needs automatically through an easy point-and-click interface; including creating custom folders where necessary as well as saving said folder’s contents into one convenient archive – making retrieval easier without having multiple email inboxes clogging up your day every time something new arrives in them.
Reports, analytics and metrics allow teams to monitor performance, spot trends in advance of an issue arising and watch customer happiness without the need for opening Excel spreadsheets. Help Scout seamlessly integrates with services like Olark or Snap Engage so that every chat is automatically stored in the customers profiles. 50+ voicemail services are supported out of the box.
Helpscout Features
Some of the important features of the helpscout are as follow –
Shrared Inbox
With Help Scout’s familiar interface, your team can start responding to emails within a few minutes. Plus, get access to organization and collaboration tools that will make your job easier.
Live Chat option
Help your customers find the answers to their questions efficiently by providing a live chat. You can also help them find articles about your product in the help center. By doing both, you will be able to offer painless and quick customer service.
Workflow
Help Scout Workflows will keep you on top of your queue as the volume increases. They automate repetitive tasks and help bring response times down low.
Every workflow starts with a goal: if one event takes place, what should happen after? You can add conditions to a single workflow that have multiple versions depending on different events taking place.
Integration
The helpscout also provides you with the integration option so that your work gets easy. You can integrate many platform such as hubspot and jira to make things easy.
Customer Management
Help Scout offers customer data, previous conversations and app activity. All this is found in Help Scout, with everything from past conversations to application activity front and center.
Who Should Use HelpScout?
Help Scout is a web-based customer support platform that has email-style interface which includes a knowledge base tool and chat window. Help Scout doesn’t use case or ticket numbers.
Help Scout’s pricing options makes it an affordable option for small businesses and larger companies alike. More than 10 thousand businesses in 140 countries use Help Scout including Basecamp And Grubhub as well as thousands of other online retailers like Etsy and eBay.
Help scout does not have ITIL compliance so if you’re looking for something with ITIL compliance consider some helpscout alternatives.
Integration
The key factor in choosing software is how well it integrates with your existing applications. Help Scout offers more than 75 integrations, including analytics, customer relationship management (CRM), and utilities.
Helpscout plus plan includes three built-in two-way integrations with best CRM tool and service desk software solutions to integrate with
- HubSpot
- Salesforce
- Jira.
With the first two applications you can access or transfer customer histories related to them; with the other one we get reports on our customers’ issues or bugs via a helpdesk system that allows us to track their status for an efficient resolution process.
Helpscout Pricing
The helpscout offers 3 plan
- Standard Plan
- Plus Plan
- Company Plan
Standard Plan – $20
You get many amazing features in this standard plan which are as follow –
2 Mailboxes
1 Doc Sites
You also get Live chat
You get In app messaging options
Custom Reports
Automoted Workflow
You also get the API and 50+ integration.
Plus Plan – $35
You get all the features of the standard plan along with some additional features mentioned below –
You get 5 number of mailbox and 2 number of docs sites
Unlimited time reporting history
Advanced API access option
HIPAA compliance
Security in enterprise
Company Plan – $60
You get all the features of the Plus plan along with some additional features mentioned below –
You get unlimited number of mailbox amd the unlimited number of docs sites
Onboarding services
Increased API rate
Dedicated account manager
Standard Plan | Plus Plan | Company Plan |
Price – $20 | Price – $35 | Price -$60 |
2 Mail Boxes | 5 Mail Boxes | Unlimited Mail Boxes |
25 User limit | No User limit | No User limit |
1 Doc Site | 2 Doc Site | Unlimited Doc Site |
Ease of Use
Help Scout has a sleek and uncluttered interface that makes navigation easy. Help Scout provides 24×6 chat support to answer any questions quickly, which is much appreciated by users who have experienced delays or errors with other web browser extensions (namely Grammarly).
Other users have reported accuracy problems in reports due to size data being counted twice sometimes when reporting information from Help Scouts database into third party applications such as Excel and Google Sheets– but given that they provide some kind of built-in reporting features themselves, this issue can be solved.
Tags can be used on conversations, but not individual customers. For users with one- or two-page websites, the chatbot‘s Beacon feature won’t be that helpful because it recommends content based on a page’s URL and will offer no useful information for pages without URLs.
Pros
You can interact through mail using the helpscout. It’s very easy to implement and the customer service has been really helpful.
The user interface looks very neat and clean. Even a beginner can use this platform very easily without any problem.
The customer support that you get from the help scout is very reliable. Whenever you get stuck somewhere in between, The help team will always help you.
This product had so many features! The overall functionality blew me away for sure.
Cons
As voice mails pile up, it is not acceptable but unfortunately necessary at times.
Besides some of the annoying android app glitches that are more frustrating than crisis-causing I am still hard pressed to find many drawbacks about using Helpsout.
It’s really difficult creativity wise for customers
Support
Plans for all Help Scout include 24×6 email and chat support, but no telephone. There are other online resources that users have access to:
Knowledge base
Access articles from eight categories ranging from getting started, to account management, to mobile apps and integrations.
Guides
Learn more in-depth information about customer acquisition, support and retention through helpscout guides.
HelpU
Attend live events or subscribe monthly video series “The Supportive” on customer service topics with the help of experts in humans of industry conversations; read articles by these people as well!
Newsletters
Subscribe weekly or monthly (with a two times per week option) notifications of helpful tips related growth culture product updates via email newsletter alerts ; choose what frequency best suits your needs.
Helpscout Review-Final Thought
The help scout is the ideal tool for you if you want to automate your work and improve your efficiency. It is help desk software for customers. You can use many interesting features of the helpscout such as integration, project management, work management, livechat to your advantage.
With so many amazing features, you should definitely give helpscout a try.
