Help Scout

Help Scout
Sobre o Help Scout
O Help Scout é um software de atendimento ao cliente e suporte técnico para empresas de todos os tamanhos. Os usuários podem atuar sem dificuldades nos diversos departamentos ou gerenciar vários produtos/marcas usando uma única conta. O Help Scout ajuda a eliminar tarefas repetidas dos fluxos de trabalho, oferecendo um sistema de automação simples baseado na lógica condicional se/então. Os recursos de colaboração mantêm todos a par dos assuntos.
Com o recurso de detecção de colisão, os usuários podem ver quem está visualizando ou respondendo em tempo real, além das notas e menções com @, que permitem que os usuários colaborem de forma privada. Os usuários podem usar a marcação para categorizar conversas ou acionar automações, além de usar as respostas salvas para, com dois cliques, obter acesso às respostas mais comuns. Com o Help Scout os usuários automatizam todas as ações, enviam respostas em massa e criam pastas personalizadas.
Com os relatórios e análises oferecidos, é possível medir o desempenho da equipe, identificar tendências para evitar problemas e monitorar a satisfação do cliente, tudo isso sem abrir uma planilha do Excel. O Help Scout se integra facilmente a serviços como Olark e Snap Engage, para que todos os chats sejam armazenados automaticamente no perfil do cliente. O serviço já oferece compatibilidade com 50 serviços de correio de voz.
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Avaliações
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- Setor: Mineração e metais
- Porte da empresa: 2–10 funcionários
- Usado Diariamente durante Mais de dois anos
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Great for Basic Customer Support
Avaliado em 31/10/2021
I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though...
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.
Vantagens
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.
Desvantagens
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.
- Setor: Serviços financeiros
- Porte da empresa: 11–50 funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
A great help desk platform
Avaliado em 31/05/2023
It's a great platform for small to medium scales businesses looking for a help desk platform. It...
It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand.
Vantagens
Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects.
Desvantagens
While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios.
Alternativas consideradas
Zendesk SuiteRazões para mudar para o Help Scout
It provided all the basic functionality we required when our team was smaller and also had features- Setor: Software
- Porte da empresa: 501–1.000 funcionários
- Usado Diariamente durante Mais de um ano
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 6.0 /10
Email-Centric Ticket Management
Avaliado em 09/06/2023
Vantagens
HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.
Desvantagens
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.
- Setor: Software
- Porte da empresa: 11–50 funcionários
- Usado Diariamente durante Mais de um ano
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Avaliado em 05/09/2022
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.
Vantagens
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.
Desvantagens
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.
Razões para escolher o Help Scout
Gmail doesn't work well as a shared inbox.Software anterior
GmailRazões para mudar para o 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.- Setor: Software
- Porte da empresa: 11–50 funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 10.0 /10
One of the best products I've ever used
Avaliado em 22/09/2022
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips -...
It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!
Vantagens
It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me.
In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.
Desvantagens
That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.
Alternativas consideradas
IntercomRazões para mudar para o Help Scout
The entire experience was 10x better in Help Scout :)Perguntas frequentes sobre o Help Scout
Abaixo estão algumas perguntas frequentes sobre o Help Scout.P: Que tipo de planos o Help Scout oferece?
O Help Scout oferece os seguintes planos de pagamento:
- A partir de: US$ 55,00/mês
- Modelo de preços: Versão gratuita, Assinatura
- Avaliação gratuita: Disponível
P: Quem costuma usar o Help Scout?
Os clientes habituais do Help Scout são:
11–50, 51–200, 201–500
P: Em que idioma o Help Scout está?
O Help Scout está nos seguintes idiomas:
inglês
P: O Help Scout é compatível com dispositivos móveis?
O Help Scout é compatível com os seguintes dispositivos:
Android (celular), iPhone (celular), iPad (tablet)
P: O Help Scout se integra com quais outros aplicativos?
O Help Scout se integra com os seguintes aplicativos:
ActiveCampaign, Aircall, AppFollow, Asana, BriteVerify, Campaign Monitor by Marigold, Capsule, Census, ChannelReply, ChargeDesk, Chatra, Churn Buster, ChurnZero, CircleLoop, Clockify, Close, CloudTalk, Constant Contact, Cordless, Cyfe, Databox, Everhour, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, Fullstory, Geckoboard, Gmail, Google Sheets, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Intercom, Jira, JustCall, Kissmetrics, Klaviyo, Linear, LiquidPlanner, Mailchimp, Make, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Starter, Savio, Segment, Shopify, Slack, Smith.ai, Supademo, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Uncanny Automator, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zendesk QA, elevio, iorad, unitQ
P: Que nível de suporte o Help Scout oferece?
O Help Scout oferece as seguintes opções de suporte:
Email/Help Desk, Base de conhecimento, Bate-papo
Categorias relacionadas
Veja todas as categorias de software encontradas para Help Scout.