Help Scout

Pros: Help Scout has been a key platform to improve the customer service process throughout the company, one of the main features that I liked about this platform is the ticket assignment system, since this system allows me to assign a different ticket to each one of the agents in charge of my company, in addition, this function is very important to be able to divide the work correctly and to be able to deal with several tickets simultaneously, I really liked this function, since it can assign a large number of tickets to one people so that I can attend to them and thus speed up the work, in addition, I can control the number of tickets that each of the agents in charge is handling. Another feature that I liked about this platform is that it allows me to receive all the tickets and requests from our social networks, that helps a lot since we don't have to be attentive to the inbox of each social network to serve customers who answer us and through this way, but just by checking this inbox within this platform, we will be able to meet the requirements that we obtain through email and through social networks. I also liked that this platform allows me to obtain a real-time status of each ticket, I can know exactly if a ticket is active, if it has already been dealt with and the case has been closed, and I can also check if the ticket is doing attended by one of our agents, this information and monitoring in real time helps me a lot, since it allows me to know how many tickets are pending and how many tickets have been completed correctly.

Cons: One of the main disadvantages of this platform is how complicated the process of linking this platform with a website is, this link is very necessary so that you can have access to the Chat in real time within your website and that everyone these requirements are also registered within the platform, however, the process of configuring this Chat in real time with the website can be a bit complicated, therefore, I recommend that a team is used to facilitate the integration process between the website and this platform. Another thing that I did not like about this platform is that currently it is not possible to send a rating email to our clients when their case has been closed and attended to correctly. This is a disadvantage since this rating would help us understand how It was the service process of that client during the requirement process, therefore, this function is also important to qualify the service process of each one of our agents, to know if these people have correctly served or have served a customer correctly. . Another of the negative things about this platform is that it currently does not have an alert system which allows me to know when a ticket has already been closed. This alert system would be very beneficial since it would inform me automatically when a number of tickets are closed. has closed at a specific time, currently, in order to check the status of a ticket, I have to do it manually by entering the platform, and even though I can check and monitor it within this main panel, I would like to receive notifications and alerts when a ticket has already been closed.

Overall: Help Scout has been a key platform to provide proper service to all of our company's customers. I have really loved the espresso taken as it is, I think it helped me a lot to be able to serve a large number of customers in a much more simple, since previously we had a single inbox and we had to attend to each requirement through our inbox, however, after the implementation of this platform, we can divide the work, I can assign a large number of tickets to a specific agent, and thus divide the amount of requirements among all the agents in charge of our company. Previously, it was very difficult to assign a number of tickets to some people, in addition, this platform also helped us to be able to meet the requirements that we received for social footage, since before, clients had to wait a long time to receive a response from us. , since we will not be attentive all day last night on social networks, and after the arrival of this platform, each message and each request received on other social networks, this is serious in an automated way on that platform. I really loved the rate offered by this platform, I find that I paid an acceptable rate to access the advanced features, also I am happy with the great ROI brought by this platform.

Pros: Help Scout has been a service that has improved customer service throughout our company, one of the first things I liked about this platform is the real-time Chat, as it has allowed me to talk to each of my customers in real time, I have been able to meet all kinds of requirements, answer questions or solve problems through this Chat, it allows you to gather all kinds of files or attach images, as well as it has a built-in formula for when we are not in office hours, customers They can access that form and fill it out so that we can attend to them later. Another thing I like about this platform is that it has a shared inbox, which allows you to receive all kinds of emails that enter an inbox, and allows you to store all received messages on your social networks, follow them up and attend them at the right time, in addition, this shared folder allows it to be used by several customer service agents simultaneously, therefore, this allows us to divide the work and attend to several tickets simultaneously simultaneous. I also liked the alert system of this platform and the real-time monitoring of each of the tickets registered in the main panel, since by accessing this panel, I can view the status of each ticket in real time, in addition, The platform divides the tickets depending on the status, I can see the tickets that have been dealt with, the pending tickets with the tickets that are being dealt with at that moment, the alert system works perfectly and sends us alerts every time we receive a new request.

Cons: I have never presented any type of problem with this platform, currently I do not have any type of negative characteristic that is necessary to mention about it, since it has behaved correctly, it has met all our expectations, it has ported essential functions to improve the quality of customer service and Live Chat always works correctly, we have never presented any type of interruption during customer service, I am happy with the fact that this platform has never caused us any type of problem, we are happy with the overall performance and the rate we are currently paying to use this service.

Overall: Help Scout has become a very important platform for our real estate company, since this platform allows us to have each of the requirements that we receive in our social networks, previously it was a quite complicated process to meet each of the requirements of our social networks , since we have to review the hip and social inboxes individually, in addition, it was quite a complex job since we could not receive notifications when we had received a new request in an inbox from a social network. When I started using this platform, I started using a free version, this free bag will not allow me to manage several social networks simultaneously, however, I consider that this time smile is optimal for managing a social network and using Live Chat , since it works correctly, in addition, it is important to highlight that the paid version of this platform has provided me with many benefits in this real estate company, it has helped me meet the requirements of each client interested in our properties, in addition, it has allowed me to assign several agents in charge of attending to customer requests when I am not present.

Pros: Help Scout is an excellent service to develop a correct attention to all customers, with this platform you will be able to manage the large number of tickets that you receive daily within the company, this platform helps to receive notifications every time a new visitor needs a requirement within your website. One of the main things that I like about this platform is that it is capable of sending immediate notifications to all the agents that are registered within it, that means that each agent that registers within the platform to serve customers will receive notification when a new request has been received from a visitor. This feature is very beneficial and helps maintain effectiveness when it comes to meeting each request. Another feature that I like about this platform is that it has implemented a service that helps you talk to all your customers in real time, this function is very important and provides you with an online chat, which you can incorporate into your website. or to any other page, this Live Chat has all the required features so you can send files, images or send a simple text. It is also important to highlight that this platform has really affordable prices, it is one of the cheapest platforms to obtain customer service for your visitors within your website, I recommend it without a doubt since it is a very accessible software with low rates.

Cons: The only negative thing that I perceived about this platform is that it has several problems when exporting the customer service record, and I noticed that it cannot be exported through any integration with any other platform, if you need to export all the reports obtained. of each of the customer service, you must do it manually and store it in a service manually, you cannot transfer all that information to a service in the cloud, which can make it a bit difficult to have a backup of the customer service record. It is absolutely necessary that a service be implemented to export all the reports obtained from customer service, in this way we could save all that information in a cloud and it would not be useful for the future, we could know exactly on what date or at what time we has contacted a customer in the past, and we wouldn't have to store all that information within the Help Scout platform.

Overall: Help Scout It has behaved wonderfully, the vast majority of functionalities and features provided have allowed us to develop a correct customer service system, and we have noticed how within our financial services company we have been able to have better attention to each one of our customers. visitors to our website, we have been able to serve them much more effectively, we can talk with them and clarify each of their doubts, it is important to highlight that we have also configured automated responses within the Live Chat, for which each visitor access the Live Chat and we are not online, you can use the automated responses to resolve your question. I loved the experience obtained with this platform, I believe that it has been very easy to use and I also believe that it has allowed us to bring together each of the agents in charge of our company, so that we can serve all customers in less time. I will continue to use this platform in the long term due to the effectiveness it has shown within my area of ​​financial services, it has provided a very good experience so that clients feel comfortable with our attention.

Pros: Help Scout is an excellent mechanism to have a shared inbox in which you can receive all the messages from your clients, as well as receive messages from some visitors to your website, this is an excellent service system to have. to customers quite reliable, in which you can give them a response in less time, this platform has advanced tools to serve customers live. One of the things I like the most about this platform is:

1.- All messages are received in real time, this means that when you link this platform with your social networks and with your website, the messages will be received in your inbox in real time, each message received from a visitor or some client will be sent immediately to the main inbox of this platform, receiving messages in real time helps you know exactly how many tickets you have to attend to.

2.- The Live Chat of this platform is also quite complete, it helps you communicate with each one of the clients or visitors of your website, in addition the chat that it offers allows you to send attached files or documents through the Live Chat, this The feature is pretty cool because it streamlines communication and allows customers to send attachments when needed. I really love the way I can communicate in real time with my client thanks to this live chat, it is totally stable and the reception and sending of messages is done immediately.

3.- I also love the fact of being able to view the tickets that are being attended by one of our agents within the company, we are a real estate company with many agents in charge of giving support to clients when negotiating with us, and through this platform I can see which agent is attending a specific ticket, I can also see the pending tickets and the tickets that have been attended and see the people who completed it.

4.- I also love the way in which you can automate the responses within this live chat, I have configured an automated response so that depending on what the client needs within the web, I can have a response through a Bot, a Bot which is capable of sending automated messages within the Live Chat. This function is very important and helps us to respond to customers without the need to be inside the platform.

Cons: This platform is excellent for perfecting the customer service system, it will help you deal with all types of tickets in a matter of seconds, as well as help you manage the number of requests you receive daily within your website or within your social networks. However, there are some negative things that need to be mentioned about this platform, such as:

1.- The prices of this platform are really high, if you are looking for a platform that offers you similar functions you will realize that they are at a much more accessible price, currently this is one of the most expensive platforms for customer service in vivo, I believe that the prices within this platform should be much lower or create much more personalized plans that allow users to access premium features without having to pay as much.

2.- It also does not have a free trial version available so that users can test the functions before buying any of the plans, I do not have that many platforms currently offer a free trial so that you have live chat functionalities on your website, but this platform is not like that, it does not offer a free trial in any way.

3.- The notification system when a new support ticket is received is not as efficient as it seems, as I previously mentioned, all tickets and requests from customers or visitors are received immediately in the main inbox of the platform, However, I have noticed that sometimes the notifications take time to reach our system or another mobile phone, I think that the notification system should be more optimized.

Overall: Help Scout is a wonderful platform, although it is quite expensive compared to its competition and here there are much more accessible platforms with respect to prices, I still consider that it is a service that is quite worth it, it will help you to have a shared inbox, in which all your administrative agents will have access, in addition, you can also collect all the tickets you receive within your social networks and within your website, this will help you to attend to all the tickets without having to access several platforms individually. I love the way we work with this platform, I think it has helped me a lot within my sector, as well as helping our entire company to improve the customer service system, attend to all kinds of help in a matter of minutes they have a satisfaction at the time of completing their requirement. Within our company we receive head-first requirements, we are a real estate company that receives many questions to carry out negotiations, this platform has been key to addressing all kinds of doubts and strengthening negotiations within the company.

Pros: Help Scout is currently one of the best ways to have proper attention to all customers, providing live support is currently one of the best ways to serve your customers, because it can resolve all kinds of questions in a matter of minutes , one of the things that I liked the most about this platform are the following:

- Help Scout has an integration phase with the web page service, when it comes to integrating that platform with our company website it has been quite simple, it has taken us approximately 20 minutes to do it correctly, we have placed a chat in line so that all our clients can solve all kinds of doubts with the help of us and our agents in charge. The integration process with this website was quite simple and compared to other platforms that we have used previously, this easy integration has allowed us to insert the Live Chat without the need to carry out any complex process.

- Ticket management within this platform is quite good, and it is positive because it is quite interactive, all tickets are stored within the same inbox, in this way every time a new agent is in charge of attending a ticket, this will be automatically removed from the list of pending tickets, this helps agents avoid confusion when it comes to meeting a specific requirement, all the requirements they have are different.

- The live chat provided by this platform is quite complete, previously we used a live chat that only allowed us to send and receive messages, but did not allow us to send and receive attachments. This Live Chat is quite complete, because within it you can send all kinds of images as well as you can send files or documents, this is positive because sometimes we need additional information or some type of specific file right for clients. solve your doubt.

- The interface of this platform is quite comfortable, I have a column on the left side where it allows me to access all the sections of the platform, this general interface really helps me to optimize comfort while serving all our clients.

- It has an excellent alert system incorporated, which is capable of notifying us when we have received a new ticket within our Live Chat, as well as allowing us to configure all kinds of schedules for live customer service within the website.

Cons: At no time have I had any problem with this customer service platform, I have always been able to have a truly complete experience that has helped me attend to all kinds of requirements in a matter of minutes. I am happy with the general functionality of this platform, at no time has it given me any type of error, I have always been able to attend to my clients live and in real time without any type of interruption, as well as I have been able to manage the number of tickets that we have received during a specific period of time, I am proud that we are receiving these really positive characteristics without any problem.

Overall: I am grateful for the general functionality that this platform has provided during all this time, because attention to this priority, and this platform has helped to make it much easier to have attention, we can chat with all our clients online without the need to use external applications, as well as we can call them directly from the same platform, a local call to be able to serve them better. I am also grateful for the general experience that I have obtained during all this time, it has been a fairly easy-to-use platform that has allowed me to manage large amounts of tickets, day after day we receive various requests from our clients, and this platform has been key to being able to manage each of them, knowing the status of each ticket and being able to attend to it on time. I have incorporated this platform within my sales sector, and I have incorporated several sales agents who are trained to deal with all kinds of resolutions or customer problems. We will continue to use that platform for a longer time as we are proud to be using it.

Pros: Help Scout It is part of one of the most important platforms for us and the one that has brought the most benefits in the long term, it is important to jump that this platform has allowed us to communicate with our clients and help us to obtain live listening in which we can attend to each of them and resolve concerns and requirements in a matter of minutes. One of the main things that I loved about Help Scout is that it has a shared inbox, this inbox is quite effective for us because all the agents in charge of answering questions about bringing another company will have access to that inbox. entry and they will be able to know exactly what requirement has been met or what requirements need to be met. This inbox allows our agents to attend to requirements much more quickly and divide the work in a specific way, while one attends to a requirement, another can access the inbox and view which requirement is pending. Another thing that I love about this platform is that it offers me a fairly complete chat service, I have noticed that other software They have a live chat but they do not allow you to send the file together, within this software that does not happen, this chat is quite complete and allows you to send attached files such as images, files, or documents. Being able to send attached files within this live chat has allowed our clients to resolve their requirements with other agents in a much more complete way, they can send us the files that are necessary to resolve their doubts. Finally, I must mention that I loved the reporting mode that this platform has, it is capable of dividing the reports for each agent, it automatically generates the report separately where the statistics and the progress that each agent has had with their attention is verified. to clients, so we can know with that attitude who has performed more and who has attended more cases within this platform.

Cons: My experience has been really good, however I have to mention a few negative things that came up during my overall experience. One of the main negative things that you will not find in this software is that from the mobile phone application it is not possible to make calls to customers. A direct call to the client who has the requirement would help him to be attended to through a voice call, this would allow the attention to be much more effective and the client to feel there is much more confidence. I would like to make calls within the application for mobile phones, I have noticed that other platforms similar to this one have this function, it would be impressive if this one also has it. Another of the things that I notice as negative within this is that it does not allow exporting the reports of the requirements to some mass storage through integration, I have noticed that I have not been able to integrate my storage system in the cloud to be able to store the reports within the itself, it is not possible to connect my cloud with the Help Scout platform, which has forced me to export the reports manually and upload it to my cloud, it is a very tedious process, for which I recognize that it is quite necessary that my service in the cloud can be synchronized and integrated with customer service. These are small things that can be fixed within this platform, and I fully trust that the owner of this software will be able to fix them as soon as possible to give me a better experience.

Overall: Despite the negative circumstances that arose during my experience, I still consider that I have had a fairly complete experience, it helps to serve my clients on a constant basis. I am grateful for the varied benefits that this platform has brought me, we have been using the company for more than a year and the results have been innovative, in addition, within our subscription there have been various monthly discounts for using the platform for a long time, that is one of the factors that I have loved the most, they provide us with discounts from time to time. One of the main reasons why I would recommend this platform for any company is because it is capable of managing each one of the requirements and showing which ones have been attended to and which remain to be attended to. This administration helps all agents to be aware of the requirements that remain to be met. The process of adapting to this platform was quite simple, it took us a week to get to know the platform correctly and adapt to the various functions that it offered us, it was a fairly quick adaptation in my opinion. We will continue to use it, as it helps us keep in touch with our customers and be able to answer all their questions in a matter of minutes.

Pros: The management of requirements and the attention of all our clients is something extremely important for us since in this way we achieve that our clients can resolve doubts in less time and can access our services faster. One of the things that I have liked the most about Help Scout is the automatic assignment of tickets, this chat allows me to configure the automatic assignment, depending on what the client needs, a support manager will be assigned for the specific case, it all depends on what question you have and about what sector, the software will automatically assign the case to a trained person. In addition, I love that you can see in the main panel the service that is being carried out at a specific time, for example, I can see in real time which client my colleague in another sector is serving, I can know how long he has been serving him and many more details, it's awesome to see this on my Help Scout panel.

Cons: The main things I don't like about Help Scout is that the queue counter doesn't work properly, I've noticed that customers don't see in real time where they are in the queue, when a customer goes past position 4 to position 2 in the queue, this takes a bit of time to appear on the customer's screen, and this should not happen, when we finish serving one customer and move on to another, the queue should be updated in real time and even though this problem is not so tragic, they should put emphasis on fixing it. In addition, another negative point is that the platform is not easy to use, at first, ordering tickets and obtaining customer service reports is a bit complicated, a trained team is required to make it easy.

Overall: In general, Help Scout has had a normal operation in our company, I consider that it has helped us to serve new clients on time so as not to lose the lead, in addition, it has helped us to have order and control in all support tickets, previously it was a bit complicated to keep an order in all the tickets we were receiving, it was difficult to know who we would attend to first and who we would attend to last, with Help Scout we have been able to carry out these tasks easily, the software collects all the tickets and orders them in order of arrival, in addition, it has helped us to ensure that our clients receive live support, so that we can answer all their questions instantly.

Pros: It provides us a robust way to interact and manage customer relationships. I liked its various features especially its live chat and knowledge-based problem solver. It gives a fluid/smooth experience to both ends. It has a very simplistic UI.

Cons: Not very useful when you try to connect with multiple clients at a time.

Overall: We have started using Help Scout two years ago and still, we are using and very happy with this platform. Overall, Help Scout is built in a simple way that helped our end users to easily to connect with us. Recommended from small businesses.

Pros: Help Scout significantly helped to increase the support speed and handle many clients at a time. Its tickets management helps to organize every request. The live chat offers instant support solutions to implement on our support page.

Cons: It has very less customization on self-help service.

Overall: It is the most important and our support team's favorite help desk solution. One thing I really liked about Help scout is its organized priority-based ticket management.

Pros: You can add and customize knowledge-based articles, which mainly helps customers to find their issues and answers. Its live chat is super convenient and reliable. The support reports and user feedback makes it easy to analyze. Integrates with salesforce.

Cons: There is no customer support history and their latest activity.

Overall: Overall, Help Scout enables an intuitive platform to interact with customers and effectively resolve their problems using its vital support integrations and knowledge-based articles. The live chat works flawless.

Pros: Help Scout is an amazing solution and costs a lot less than other more popular alternatives while also having great features (better in many cases).

Cons: Messages is a feature of Beacon that allows you to surface targeted messaging when and where you want it. I think this feature could be offered free or more economically, its quite expensive to have a simple piece of code that shows a message to visitors and be charging $50/month for that.

Overall: Great integration with WooCommerce and several other shopping carts, nice CRM and reporting tools, great value for money and highly recommended!

Pros: Super reliable and very easy to use. Really like how easy the livechat is to use and works on websites.

Cons: Super easy to use so there's not much I'm not happy with.

Overall: Overall it's a great tool to use and doesn't seem to have any underlying issues which is huge for me.