Help Scout
Sobre Help Scout
Help Scout es un software de help desk y atención al cliente para empresas de todos los tamaños. Los usuarios pueden trabajar fácilmente entre departamentos o administrar varios productos/marcas desde una sola cuenta. Help Scout ayuda a que las tareas repetibles se realicen fácilmente con flujos de trabajo. Incluye un sistema de automatización sencillo basado en la lógica if/then. Las funciones de colaboración mantienen a todos en la misma sintonía.
La función de detección de colisiones permite a los usuarios ver en tiempo real quién está accediendo o respondiendo. Con las notas y menciones, los usuarios pueden colaborar de forma privada. Usa el etiquetado para clasificar conversaciones o activar automatizaciones y aprovecha las respuestas guardadas para acceder en un par de clics a las respuestas más comunes. Help Scout permite a los usuarios automatizar todas las acciones, enviar respuestas masivas y crear carpetas personalizadas.
La creación de informes y las analíticas permiten a los usuarios medir el rendimiento del equipo, detectar tendencias para evitar problemas y supervisar la felicidad del cliente, todo ello sin abrir una sola hoja de cálculo de Excel. Help Scout se integra a la perfección con servicios como Olark y Snap Engage para almacenar automáticamente cada chat en el perfil del cliente. La solución es compatible con más de 50 servicios de buzón de voz.
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Opiniones
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- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: Trabajador autónomo
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Simply the best customer support system
Revisado el 12/4/2020
The product is very well designed, easy and natural to use. On top of that, their support is...
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Puntos a favor
I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.
Puntos en contra
Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.
- Sector: Software informático
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Revisado el 5/9/2022
Help Scout is a great option for small to medium teams who do not want and overly complicated and...
Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.
Puntos a favor
Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.
Puntos en contra
I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.
Razones para elegir Help Scout
Gmail doesn't work well as a shared inbox.Software anterior
GmailRazones para cambiar a Help Scout
Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper.- Sector: Software informático
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 6.0 /10
Email-Centric Ticket Management
Revisado el 9/6/2023
Puntos a favor
HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.
Puntos en contra
HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media.
- Sector: Gestión de organizaciones sin ánimo de lucro
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 1-5 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Help Scout helps out
Revisado el 25/11/2020
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer...
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.
Puntos a favor
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.
Puntos en contra
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.
- Sector: Logística y cadena de suministro
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 5.0 /10
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
Revisado el 5/5/2022
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free...
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.
Puntos a favor
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.
Puntos en contra
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.
Preguntas frecuentes sobre Help Scout
He aquí algunas preguntas frecuentes sobre Help Scout.P. ¿Qué tipo de planes de precios ofrece Help Scout?
Help Scout ofrece los siguientes planes de precios:
- A partir de: US$ 20,00/mes
- Modelo de precios: Suscripción
- Prueba gratis: Disponible
P. ¿Quiénes son los usuarios habituales de Help Scout?
Los clientes habituales de Help Scout son:
11-50, 51-200, 201-500
P. ¿Qué idiomas admite Help Scout?
Help Scout admite los siguientes idiomas:
inglés
P. ¿Help Scout es compatible con dispositivos móviles?
Help Scout admite los siguientes dispositivos:
Android (móvil), iPhone (móvil), iPad (móvil)
P. ¿Con qué otras aplicaciones se integra Help Scout?
Help Scout se integra con las siguientes aplicaciones:
ActiveCampaign, Aircall, AppFollow, Asana, BriteVerify, Bronto Marketing Platform, Campaign Monitor, Campfire, Capsule, Census, ChannelReply, ChargeDesk, Chatra, Churn Buster, CircleLoop, Clockify, CloudTalk, Constant Contact, Cyfe, Databox, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, FullStory, Geckoboard, Gmail, Google Apps for Work, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Infusionsoft CRM Singapore, Intercom, Jira, JustCall, Kissmetrics, Klaus, Klaviyo, LemonStand, LiquidPlanner, Mailchimp, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Essentials, SalesforceIQ, Salesmachine, Savio, Segment, Shopify, Slack, Smooch, SnapEngage, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zengine, elevio, iorad
P. ¿Qué tipo de asistencia ofrece Help Scout?
Help Scout ofrece las siguientes opciones de asistencia:
E-mail/Help Desk, Base de conocimientos, Chat
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