Help Scout Reviews in April 2025: User Ratings, Pros & Cons

Your customer service team is wonderful

What do you like best? Its interface has a fairly simple and easy-to-understand design, which allows me to navigate the system without any problems, and it has also allowed me to have a much more orderly handling of the inter-departmental communications of my company, since that has excellent tools for internal communication through its email platform, which allows us to send and receive messages in a fairly simple and business-like way, so we should not give our personal accounts to our ...

Use Help Scout for organized and easy interactions with customers!

What do you like best? The saved replies feature is my favorite feature. What do you dislike? I dislike that when I forward a message to another address the message reappears in my inbox as active. Recommendations to others considering the product: I would highly recommend using choosing Help Scout for your customer communication! What problems are you solving with the product? What benefits have you realized? I am solving the problem of having too much volume to get through ...

Easily... EASILY the best customer contact tool out there

What do you like best? Helpscout offers a beautifully simplistic UI that takes most users 10 minutes to master. With the help of a couple of integrations all of our inbound communications (email, text, voicemail, Facebook, WhatsApp) seamlessly appear as tickets for our customer care team to process. Transferring to the relatively recent addition of native live chat was a no-brainer of a decision... in-fact, I'd be hard pressed to think of a time we wouldn't adopt any new additions ...

Lightweight yet powerful and tool for teams offering internal or external support

What do you like best? - Easy to understand and integrate into existing workflows - Provides a personal and human-feeling experience for customers. - Very smooth from start to finish. - No unnecessary clutter. - They're a certified B Corporation which means they meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose. What do you dislike? - If you turn on their "Force Google ...

Help Scout is a life save!

What do you like best? Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer. What do you dislike? My one wish would be that you could create a draft email with notes attached. What problems are you solving with the product? What benefits have you realized? All customer communications are documented so we have historical data for customers as well as notes of other team members who ...

Great Customer Service Solution for Our Small Business

What do you like best? Help Scout has useful features like assigning tickets to specific team members, creating tags to track conversational trends, and an easy rating system to get feedback from our customers. It's been affordable for our small startup, as well! What do you dislike? There are a few features we wish were included, like better management of spam emails (there is a way to blacklist emails, but it's both buried and tedious to use) and notifications when a rating is left ...

A great product from an incredible company

What do you like best? The best part of Help Scout is that it works, and I know I'm supporting a great company by using their service. On the occasions when something isn't going right and I think it's a bug and not me, I contact customer service and their top quality support team (they are a support platform after all) helps show me how to make things work the way I want to and it's very predictably my own user error, not a bug. Help Scout provides the best resources in their weekly ...

A sleek, user-friendly tool that's well-suited for small and mid-sized teams.

What do you like best? The basics are intuitive, and the way that "conversations" are handled and named puts customers as people in the forefront. What do you dislike? Reporting leaves a little to be desired, especially in terms of cross-measuring different data elements (like tags, agents, and performance metrics.) What problems are you solving with the product? What benefits have you realized? Help Scout handles our help center, live chat, and support email in box all in one ...

Help scout improves the experience !!!

What do you like best? It is a platform with a very attractive interface that improves the experience of our clients in a personalized way. It's great for us as we handle a large number of clients and users. It consists of a very good integration with email. The tools and functions are versatile and easy to use, such as real-time chat, creating reports and analysis, we can even have a more organized and clean management of documents and tickets. It meets all the needs of our company. ...

Help Scout - the right features and works as expected

What do you like best? The best feature of Helpscout is how easy the setup is. It literally takes five minutes to convert all your email requests into proper tickets with statuses so non are dropped. Other benefits include: Easy usage -> basic status for each email/request, reassign workflows, drop the ball workflows, etc Good reports -> including separate reports for separate mailboxes API -> allows customized integration chat - untested Support - excellent What ...