En savoir plus sur Help Scout











Help Scout - Prix
Help Scout n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de Help Scout est disponible à partir de 20,00 $US/mois.
Produits similaires à Help Scout
Help Scout - Avis
Évaluation des fonctionnalités

- Secteur d'activité : Exploitation minière et métaux
- Taille de l'entreprise : 2-10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Great for Basic Customer Support
I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.
Avantages
Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product.
I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer.
There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.
Inconvénients
I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.
- Secteur d'activité : Internet
- Taille de l'entreprise : 11-50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Great for starting with customer support
It was good, although we decided pretty quickly to move to Intercom.
Avantages
It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.
Inconvénients
It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support.
There was no integration with our website, so this was a bummer.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2-10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Ticketing system feels abandoned
Day to day it works, but I think better products now exist.
Avantages
It's reliable, and has most of the functions we need.
Inconvénients
It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers.
- Secteur d'activité : Gestion d'organisme à but non lucratif
- Taille de l'entreprise : 51-200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
Help Scout helps out
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.
Avantages
When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.
Inconvénients
This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.

- Secteur d'activité : Logistique et chaîne d'approvisionnement
- Taille de l'entreprise : 11-50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way.
You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.
Avantages
HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.
The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.
Inconvénients
Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.
Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.
Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.
Catégories connexes
- Logiciels de CRM pour le secteur pharmaceutique
- Logiciels helpdesk
- Logiciels de CRM pour hypothèques
- Logiciels de CRM immobilier commercial
- Logiciels CRM pour la distribution
- Logiciels de CRM pour concessionnaires automobiles
- Logiciels de support client en ligne
- Logiciels CRM pour la production et la fabrication
- Logiciels de gestion des cas d'assistance
- Logiciels de service client