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: Serviços e tecnologia da informação
- Porte da empresa: Profissional autônomo
- 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 10.0 /10
Simply the best customer support system
Avaliado em 12/04/2020
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.
Vantagens
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.
Desvantagens
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.
- Setor: Gestão de organizações sem fins lucrativos
- Porte da empresa: 51–200 funcionários
- Usado Diariamente durante 1 a 5 meses
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Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 8.0 /10
Help Scout helps out
Avaliado em 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.
Vantagens
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.
Desvantagens
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.
- Setor: Serviços e tecnologia da informação
- 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 5.0 /10
Ticketing system feels abandoned
Avaliado em 07/02/2022
Day to day it works, but I think better products now exist.
Day to day it works, but I think better products now exist.
Vantagens
It's reliable, and has most of the functions we need.
Desvantagens
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.
- Setor: Medicina alternativa
- Porte da empresa: 2–10 funcionários
- Usado Diariamente durante Mais de dois anos
-
Fonte da avaliação
Classificação geral
- Relação qualidade/preço
- Praticidade
- Suporte ao cliente
- Probabilidade de recomendação 5.0 /10
Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic...
Avaliado em 09/01/2023
I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems...
I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool.
Vantagens
HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool.
Desvantagens
It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk.
- Setor: Logística e cadeia de fornecimento
- Porte da empresa: 11–50 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 5.0 /10
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
Avaliado em 05/05/2022
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.
Vantagens
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.
Desvantagens
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.
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$ 20,00/mês
- Modelo de preços: 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, CircleLoop, Clockify, CloudTalk, Constant Contact, Cyfe, Databox, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, Fullstory, Geckoboard, Gmail, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Intercom, Jira, JustCall, Kissmetrics, Klaviyo, LiquidPlanner, Mailchimp, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Starter, Savio, Segment, Shopify, Slack, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zendesk QA, elevio, iorad
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.