Help Scout

Over Help Scout

Help Scout is klantenservice- en helpdesksoftware voor bedrijven van elke omvang. Gebruikers kunnen naadloos samenwerken tussen afdelingen of verschillende producten/merken beheren vanuit één account. Help Scout helpt om herhaalbare taken uit de weg te ruimen met workflows, inclusief een eenvoudig automatiseringssysteem op basis van als/dan-logica. Samenwerkingsfunctionaliteiten houden iedereen op elkaar afgestemd.

Met de functie voor botsingsdetectie kunnen gebruikers in realtime zien wie er berichten bekijkt of beantwoordt, naast notities en @vermeldingen waarmee gebruikers privé kunnen samenwerken. Gebruikers kunnen tagging benutten om gesprekken te categoriseren of automatisering te activeren, en kunnen gebruikmaken van opgeslagen antwoorden voor toegang tot veelvoorkomende antwoorden met twee muisklikken. Met Help Scout kunnen gebruikers alle acties automatiseren, bulkantwoorden verzenden en aangepaste mappen creëren.

Met rapporten en analyses kunnen gebruikers teamprestaties meten, trends opsporen om problemen te voorkomen en de tevredenheid van klanten controleren, en dit allemaal zonder een Excel-spreadsheet te hoeven openen. Help Scout kan naadloos worden geïntegreerd met diensten zoals Olark en Snap Engage, zodat elke chat automatisch wordt opgeslagen in het klantprofiel. Meer dan 50 voicemaildiensten worden standaard ondersteund.


Afbeeldingen

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Twijfels over Help Scout? Vergelijk met een populair alternatief

Help Scout

4,6 (206)
VS.
Meeste reviews

Beginprijs

US$ 20,00
maand
US$ 7,75
maand

Prijsopties

Gratis versie
Gratis proefversie
Gratis versie
Gratis proefversie

Functies

72
161

Integraties

79
20

Gebruiksgemak

4,7 (206)
4,0 (13.865)

Prijs-kwaliteitverhouding

4,4 (206)
4,3 (13.865)

Klantenservice

4,7 (206)
4,2 (13.865)

Alternatieven

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4,4
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Crisp

4,5
#2 alternatief voor Help Scout
Crisp is een alles-in-één multi-channel klantenplatform voor interactie met klanten via Live Chat, e-mail, messenger,...

TeamSupport

4,5
#3 alternatief voor Help Scout
TeamSupport is een B2B-softwarebedrijf voor klantenondersteuning voor technische bedrijven in de sectoren software,...

Gmail

4,8
#4 alternatief voor Help Scout
Gmail is een gratis, door advertenties ondersteunde e-mailservice die wordt aangeboden als onderdeel van G Suite van...

Reviews

Totaalscore

4,6 /5
(206)
Prijs-kwaliteitverhouding
4,4/5
Functies
4,3/5
Gebruiksgemak
4,7/5
Klantenondersteuning
4,7/5

Heb je Help Scout al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

5 van 206 reviews worden weergegeven
Greg
Totaalscore
  • Sector: Diergeneeskunde
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Completely changed our business - for the better

Beoordeeld op 17/11/2016

Most companies using Help Desk software are in software development, tech or online commerce of...

Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world.

We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched.

We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc.

Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability.

On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them.

We are very loyal Help Scout clients, and plan to be for a long time.

Pluspunten

- extremely simple to use and understand as a user
- treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
- fantastic support team that's very responsive and solution focused
- solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Minpunten

- wish that the interface could be a little more customized for our specific needs
- really don't have any downsides to it - it's a great product

Laurène
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Help Scout is great for small teams looking for a simple and inexpensive shared inbox

Beoordeeld op 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.

Pluspunten

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.

Minpunten

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.

Overwogen alternatieven

Intercom en Zendesk Suite

Redenen om voor Help Scout te kiezen

Gmail doesn't work well as a shared inbox.

Overgestapt van

Gmail

Redenen om over te stappen op 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.
Geverifieerde reviewer
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 6.0 /10

Email-Centric Ticket Management

Beoordeeld op 9/6/2023

Pluspunten

HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.

Minpunten

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.

Sara
Totaalscore
  • Sector: Management non-profit organisaties
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 1-5 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Help Scout helps out

Beoordeeld op 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.

Pluspunten

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.

Minpunten

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.

Sam
Totaalscore
  • Sector: Logistiek en toeleveringsketen
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 5.0 /10

Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.

Beoordeeld op 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.

Pluspunten

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.

Minpunten

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.

5 van 206 worden weergegeven Lees alle reviews

Help Scout - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Help Scout.

Help Scout kent de volgende prijsmodellen:

  • Vanaf: US$ 20,00/maand
  • Prijsmodel: Abonnement
  • Gratis proef: Beschikbaar

Help Scout heeft de volgende typische klanten:

11-50, 51-200, 201-500

Help Scout ondersteunt de volgende talen:

Engels

Help Scout ondersteunt de volgende apparaten:

Android (mobiel), iPhone (mobiel), iPad (mobiel)

Help Scout kan worden geïntegreerd met de volgende toepassingen:

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

Help Scout biedt de volgende ondersteuningsopties:

E-mail/helpdesk, Kennisbank, Chatten

Gerelateerde categorieën

Bekijk alle softwarecategorieën die gevonden zijn voor Help Scout.