Ayuda a Scout a desenfocar el fondo
Logotipo de Ayuda Scout
Help Scout
Atención al cliente simplificada
4.4
(401)
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Ayuda a Scout Reseñas y detalles del producto

Descripción general de Help Scout
¿Qué es Help Scout?

Help Scout brinda a las empresas en crecimiento todo lo que necesitan para brindar atención al cliente de clase mundial en una plataforma simple y escalable.

La Empresa Ayuda Scout Inc.
Año de fundación 2011
Tamaño de la compañía 51-200 empleados
Sede Principal Boston, MA, EE.UU.
Medios Sociales
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Ayuda a explorar los detalles del producto
Capacidades
API
Segmento
Pequeña Empresa
Mercado medio
Empresa
Despliegue Nube / SaaS / Basado en web, Android móvil, iPad móvil, iPhone móvil
Soporte 24 horas al día, 7 días a la semana (representante en vivo), chat, correo electrónico/servicio de ayuda, preguntas frecuentes/foro, base de conocimientos, soporte telefónico
Cursos Documentación
Idiomas Inglés
Características de Help Scout
Gestión de Activos
Registros de auditoria
Enrutamiento automatizado
Las respuestas enlatadas
Gestión del cambio
Herramientas de colaboración
Campos Personalizados
Comentarios
Marca personalizable
Formulario de Contacto
Gestión de escalamiento
Gestión de Incidentes
Base de Conocimientos
Chat en Vivo
Macros/Automatizaciones
Acceso Móvil  
Comunicación multicanal
Priorización
Gestión de problemas
Gestión de colas
Informes y análisis
Permisos basados ​​en roles
Gestión de SLA
Portal de autoservicio
Encuestas y Comentarios
Administración de tareas.
Integraciones de terceros
Gestión de entradas
Seguimiento de tiempo
Gestión de usuarios
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Ayuda a Scout Capturas de pantalla
Disclaimer
Nuestra investigación está seleccionada a partir de diversas fuentes autorizadas y está destinada a ofrecer asesoramiento general. No garantizamos que nuestras sugerencias funcionen mejor para cada caso de uso, así que considere sus necesidades únicas al elegir productos y servicios. Siéntete libre de compartir tu realimentación.
Última actualización: Noviembre 12, 2024
Logotipo de Ayuda Scout
401 Help Scout Reseñas
4.4 de 5
Pequeñas empresas (50 o menos emp.)
14 de octubre de 2014
 Fuente
Clasificación general:
5.0
GG
Gino G.
Presidente y CEO
Compartir
"No puedo imaginar la vida sin él."
¿Qué es lo que más te gusta de Help Scout?

My team has been using help scout for just over 6 months. I am pleased to say we are extremely satisfied and impressed with it. As Apple technology consultants, we are somewhat picky about technology solutions (go figure!). Help Scout was easy to set up, learn and we had no gap in our productivity after the transition. It has just enough of the right features to be useful, without being bogged down in too many options. Our clients have no idea anything changed on the back-end, but we have a much easier time helping them out. The fact that they can use one email to work with everyone on our team seems like magic. Our staff unanimously love it as well, we enjoy having notes conversations about emails before someone responds to our client and I enjoy perusing closed tickets to remind me how awesome my employees are.

¿Qué es lo que no te gusta de Help Scout?

We have to keep a good eye on the spam filter. Once every few weeks, an inquiry may go there. We check it daily and it hasn't created any problems.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

We use this to manage requests for help from Chicago businesses that use us for consulting and tech support. We have also recently started using it to host our internal knowledgebase for staff training, on boarding, and documenting processes.

Pequeñas empresas (50 o menos emp.)
14 de octubre de 2014
 Fuente
Clasificación general:
5.0
MD
McKane D.
Co Fundador
Compartir
"Una empresa increíble con un producto increíble y un servicio de primer nivel"
¿Qué es lo que más te gusta de Help Scout?

The UI is done impeccably and you can tell that they really care about how the software looks and functions. It has changed the way that we do customer service here and it's help us make our customer service reps more effective, more efficient and happier. HelpScount (the company) provides fast, helpful support and they listen to our suggestions and ideas. They are one of our most trusted and favorite partners.

¿Qué es lo que no te gusta de Help Scout?

Nothing. We love the product and the service.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

We've been using HelpScout for quite some time now. They have totally changed the way that we handle and think about customer service. The software is elegant and easy to use and new employees get up to speed in a very short amount of time. There is virtually no learning curve. We have also asked many questions and had their support team help us use the product better. Last, but not least, their Blog is full of amazing customer service ideas and lessons. We all follow their blog here internally and read and discuss their blog articles. Not only do they provide a killer product, but they also provide education for our customer service reps so we can service our customers better.

Pequeñas empresas (50 o menos emp.)
14 de octubre de 2014
 Fuente
Clasificación general:
5.0
danielle l avatar
Danielle L.
Responsable de laboratorio del Centro de Investigación de Usuarios
Compartir
"¡Una herramienta simple y poderosa para atención al cliente!"
¿Qué es lo que más te gusta de Help Scout?

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email Service Providers like MailChimp and Campaign Monitor, KISSmetrics, Google Apps, and more which are very easy to set up and get started. There are also reporting tools to track productivity, # of replies, and volume. In addition to the help desk/mailbox feature, HelpScout also offers a documentation tool for knowledge bases. I have been using HelpScout for 2 years at Litmus and I absolutely love it - and my team does, too!

¿Qué es lo que no te gusta de Help Scout?

I wish there was a bit more reporting and foreign language translation support for tickets. Small things, but would be very helpful for us!

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

HelpScout makes it incredibly easy to collaborate on tickets with a team, and customize workflows and saved replies. Our average handle time is around 3 minutes per ticket! It's also easy to add new mailboxes for different products or teams, and easy for one team to move a ticket to another team's inbox.

Pequeñas empresas (50 o menos emp.)
08 de octubre de 2014
 Fuente
Clasificación general:
5.0
SS
Sara S.
Community Managers
Compartir
"Software de soporte simple que se aparta de tu camino para que puedas ayudar a tus clientes"
¿Qué es lo que más te gusta de Help Scout?

Their integrations with the other SaaS products we use, like Slack, and robust reports allow us to share our progress and needs with the rest of the company. At a glance, I can see who needs help. This allows me to quickly answer customers or assign an issue to another support team member who can take care of them better than I can.

¿Qué es lo que no te gusta de Help Scout?

Some things need to be done manually while the product is built-out. This is never a problem as it allows for customization and the HelpScout team is so responsive.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

HelpScout is a large part of our customer success program. It helps us stay connected and "wow" our customers with exceptional service.

Pequeñas empresas (50 o menos emp.)
08 de octubre de 2014
 Fuente
Clasificación general:
5.0
FL
bosque l
Fundadora
Compartir
"Ayuda a Scout es LA BOMBA"
¿Qué es lo que más te gusta de Help Scout?

I love how simple and minimal the user interface is in Help Scout. There aren't loads and loads of features we don't need, which I've had to deal with in other support ticket system software, almost always. Help Scout is a simple, but powerful shared space for our team to collaborate as we take care of our customers. The best part? Our customers experience of getting help from us is a plain, personal email from us. They don't have to login and interact with a support ticket website to get help from us. So freaking cool. Also, their support is over the top awesome. They know how to treat their customers well. They're all super helpful and warm. Human to human support that feels like my friends are helping me out with issues. Perfect support. Lastly, they are content marketing pros. I watch their blog posts not just for the useful content they publish, but also to learn from how they do their content marketing. Great stuff all around.

¿Qué es lo que no te gusta de Help Scout?

The one downside of Help Scout currently is that we can't include multiple team members on internal notes/discussions we have about a ticket. Only one person can see an internal note on your team...the person you assign the ticket to after you leave an internal note. It would be better for us if internal notes functioned like discussion threads in Basecamp, where you can select multiple team members to be looped in on a discussion thread.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Taking care of our customers questions and issues in the fastest, simplest way possible. What's important to us is that people feel well taken care of. If that happens, they talk about our business to their friends and we get free word of mouth marketing. Help Scout makes it super easy for us to deliver great customer experiences. Simple and fast for our team and our customers. This is the way support software should be.

Pequeñas empresas (50 o menos emp.)
07 de octubre de 2014
 Fuente
Clasificación general:
5.0
CO
corey o.
Propietario
Compartir
"Cambió la forma en que hacemos negocios"
¿Qué es lo que más te gusta de Help Scout?

I love the ease of use. Many help desk solutions are clunky and difficult to use/learn, not so with Help Scout. Our team was up and running in minutes and our customers now get better service.

¿Qué es lo que no te gusta de Help Scout?

I would love to see a Facebook inbox integration.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Our goal of Inbox Zero is now achievable with Help Scout.

Pequeñas empresas (50 o menos emp.)
07 de octubre de 2014
 Fuente
Clasificación general:
5.0
JM
Jamie M.
Coach de marketing y experto en desarrollo empresarial
Compartir
"Por qué perdió Zendesk"
¿Qué es lo que más te gusta de Help Scout?

The simplicity for myself and my team, and the awesome support they've given, any time I've needed anything.

¿Qué es lo que no te gusta de Help Scout?

The only thing i can think of is no native mobile apps, but it works on mobile browsers, and i prefer to let my team take care of the inbox anyway, so dont really need it mobile for me... :)

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Making life simple to support our clients Traceability and accountability for tasks SLA's too in the reporting so we can see that we're getting better each week and month in terms of responsiveness

Pequeñas empresas (50 o menos emp.)
07 de octubre de 2014
 Fuente
Clasificación general:
5.0
RT
Ross T.
Fundadora
Compartir
"Helpscount ha cambiado mi vida..."
¿Qué es lo que más te gusta de Help Scout?

Ease of use Proactive Support Great Features - especially the blocker that prevents sending the same email twice from different team members Time saving

¿Qué es lo que no te gusta de Help Scout?

Inability to switch boxes and assignees at the same time, but in the scheme of things, not a big deal.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

It's taken the pain out of emailing our customers. Before Helpscout, we were all using a gmail inbox to handle our incoming customer enquiries. Emails got missed on a regular basis. With Helpscout, that can't happen anymore. We now have 4 user accounts and we simply couldn't live without it. Keep up the good work.

Pequeñas empresas (50 o menos emp.)
07 de octubre de 2014
 Fuente
Clasificación general:
5.0
avatar de andrew w.
Andrew W.
Fundador, director ejecutivo de startups
Compartir
"Agiliza la respuesta al correo electrónico y mantiene a los clientes más contentos"
¿Qué es lo que más te gusta de Help Scout?

Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it.

¿Qué es lo que no te gusta de Help Scout?

I was going to say that I dislike the lack of mobile app, but there's a 3rd party mobile app that does exactly what I need. It's simpler than gmail.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

I want to quickly reply to customers and make the experience feel as natural as emailing my friend. Help Scout allows me to do that.

Pequeñas empresas (50 o menos emp.)
07 de octubre de 2014
 Fuente
Clasificación general:
5.0
PC
Patrick C.
Cofundador y director ejecutivo
Compartir
"Atención al cliente sólida que es invisible para el cliente"
¿Qué es lo que más te gusta de Help Scout?

1. Non-existent to customers: No messy support ID numbers or impersonal support links. Everything looks as if it's coming directly from an email. 2. Unified Team Support and History: Design is clean and allows everyone to not only see support requests or questions coming in, but the internal design smoothly allows you to route to the right team member, while still seeing the history of the request and that customer. 3. Help Scout Docs: Add-on to Help Scout support, but interacts and connects seamlessly to help handle support requests and route individuals to learn a bit more. Found it reduces customer interactions and also makes those that do come in and chat with us that much happier.

¿Qué es lo que no te gusta de Help Scout?

1. Would like to export our analytics: Help Scout has an API so I could use that, but when I'm in our analytics/reports it'd be nice to export the raw data for my own purposes. I feel like this is somewhere in the product though, so I may be just not seeing it.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

In terms of benefits, I'd say we're solving the problem of having the right tool to offer as world class support as possible. What I like about Help Scout is it makes your support: 1. feel personal, 2. feel super professional, and 3. remain exceptionally easy for our support team. Overall, I'm a very happy customer and don't envision us needing to move on to any other platform even as we grow.

Pequeñas empresas (50 o menos emp.)
05 de diciembre de 2023
 Fuente
Clasificación general:
4.5
Jens F. avatar
Jens F.
Software Architect
Compartir
"Help Scout: las funciones adecuadas y funciona como se esperaba"
¿Qué es lo que más te gusta de Help Scout?

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

¿Qué es lo que no te gusta de Help Scout?

wish there was a global workflow with many mailboxes it does get a bit messy

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

not dropping/losing track of help requests shared views of requests + reports to contrast easy/heavy clients and easy/heavy issues.

Pequeñas empresas (50 o menos emp.)
18 de octubre de 2023
 Fuente
Clasificación general:
4.5
Andrei A. avatar
andrei a.
Tecnología de la Información y Servicios
Compartir
"A mi equipo le encanta HelpScout"
¿Qué es lo que más te gusta de Help Scout?

Very easy to set up and maintain a workflow. As a result, our customers are very happy with the human support and self-service received. Docs are awesome - our team can plan accordingly, write and publish the product documentation in one place.

¿Qué es lo que no te gusta de Help Scout?

There's not much I dislike. Even though the mobile app works fine, the UX could be improved in order to navigate easier. I frequently use the mobile app when I'm not at home, so that would be a big plus. Another thing I don't really like is that you can't style the Docs without too much custom code - would be nice to have some templates to choose from.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Being a small business, we needed a help desk solution that addresses the challenges our customers face while using our tools. HelpScout empowered our team to collaborate on conversations to make sure any issue that comes our way is fully addressed.

Pequeñas empresas (50 o menos emp.)
26 de mayo de 2023
 Fuente
Clasificación general:
4.5
JR
Jitesh R.
Fundadora
Compartir
"Help Scout nos ha ayudado a administrar nuestro equipo de soporte de manera adecuada con acceso a múltiples funciones".
¿Qué es lo que más te gusta de Help Scout?

The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go.

¿Qué es lo que no te gusta de Help Scout?

When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Help Scout is helping our system to know about the customer tickets and helps us manage the keys and customer chats. This has improved customer satisfaction. Due to which our Business performance has increased and we are more happy to serve in large numbers

Pequeñas empresas (50 o menos emp.)
27 de febrero de 2023
 Fuente
Clasificación general:
4.5
SS
Shane s.
Director de Marketing
Compartir
"Encontré la ayuda que necesitábamos con HelpScout"
¿Qué es lo que más te gusta de Help Scout?

It is straightforward to get up and running. As part of a small business, we needed something that could be implemented quickly, our support team learn easily, and most of all reach our customers seamlessly. HelpScout accomplished all three.

¿Qué es lo que no te gusta de Help Scout?

Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon!

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Organization. Prior to Help Scout, we had multiple emails that caused confusion internally and for our customers. So, having a shared inbox and being able to assign, add notes, and tag internally has been a huge help. Now, customers can communicate with us efficiently and we can get them the right help they need internally.

Mercado medio (51-1000 emp.)
18 de mayo de 2022
 Fuente
Clasificación general:
4.5
PB
Pam B.
Asistente Administrativo de Operaciones
Compartir
"¡Utilizo la función de búsqueda todo el tiempo y es súper rápida!"
¿Qué es lo que más te gusta de Help Scout?

search feature. i also like how i can review all the emails and follow the conversation and easily find what i'm searching for

¿Qué es lo que no te gusta de Help Scout?

not much, it always seems to be easy to find what I need.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

i'm finding receipts and client information quicker than searching document files. benefits are the quick search feature and sort by date.

Empresa (> 1000 emp.)
18 de mayo de 2022
 Fuente
Clasificación general:
4.5
OE
Ojoma E.
Ingeniero informático
Compartir
"Fácil de navegar, divertido de usar".
¿Qué es lo que más te gusta de Help Scout?

The Interface is great. Navigation is easy and clear. I like how the reports are structured. Navigating through MailBoxes is simple and easy and writing documentations using the editor is awesome.

¿Qué es lo que no te gusta de Help Scout?

Honestly I think there's nothing I dislike. Although I think I've had some discrepancies with my HelpScout replies. I think there was an update for this that was explained. Everything has been good so far.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

We use HelpScout to provide support to our customers. Communicating with our customers has been seamless and I love the automation features that HelpScout Offers. It makes things easier for us.

Mercado medio (51-1000 emp.)
17 de mayo de 2022
 Fuente
Clasificación general:
4.5
BW
Soy W.
Técnico de Aplicaciones de Campo
Compartir
"Bandeja de entrada del equipo confiable y cuidadosamente diseñada"
¿Qué es lo que más te gusta de Help Scout?

Help Scout is packed with helpful features, but what makes it so good is really more than the sum of its parts. The product is clearly used by those who build it. Bugs are rare; reliability is regular. The add on features like Docs flow seamlessly together with the core experience. Docs are fantastic—I can write a support article in one place and then surface that as a pop-up message on a web page, link to it on the product page, or insert it easily into an outgoing message. Traffic Cop is one of the best quality of life features, which automatically stops an outgoing message from sending if a new message has been detected from the customer or another user.

¿Qué es lo que no te gusta de Help Scout?

My biggest complaint is in the Docs editor, which is outdated and lacks features like undo/redo. If you try to use the browser keyboard shortcut for undo, it can cause unforeseen issues. However, this aspect of the service is known to be due for an update, and it should be uprgaded soon. The organizational structure in Docs is also a little lacking. Also, as our company has added users to Help Scout for different departments, some users only interact with the service using the notification emails. While this is a very convenient, it makes things awkward in Help Scout because their reply is added as a note.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Help Scout has helped our team stay on the same page. We know who is responsible for each request, and we can also coordinate with each other using internal notes. The robust reporting has also been beneficial for tracking volume over time, both for the team and for individual users.

Empresa (> 1000 emp.)
17 de mayo de 2022
 Fuente
Clasificación general:
4.5
JM
Janaí M.
C
Compartir
"Me encanta que los correos electrónicos se compartan pero también es difícil buscar a menos que seas exacto"
¿Qué es lo que más te gusta de Help Scout?

Sharing & searchable with a helps out ID

¿Qué es lo que no te gusta de Help Scout?

Hard to search, very specific requirements.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

I love the rating options for out agents. I wish our signatures showed between helpscout accounts and also wish the notes showed up easier. I miss a lot of team notes.

Mercado medio (51-1000 emp.)
17 de mayo de 2022
 Fuente
Clasificación general:
4.5
TS
A misa.
Gerente de Recursos Humanos
Compartir
"Buena herramienta para atención al cliente interno"
¿Qué es lo que más te gusta de Help Scout?

I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members.

¿Qué es lo que no te gusta de Help Scout?

I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

People and business problems. They are typical HR or Admin questions like how to get certificate, document, laptop issues. Problems are repetitive so search function is really helpful.

Mercado medio (51-1000 emp.)
17 de mayo de 2022
 Fuente
Clasificación general:
4.5
WP
Wesley p.
Jefe de soporte
Compartir
"Excelente herramienta de soporte"
¿Qué es lo que más te gusta de Help Scout?

Gosto da interface, da separação entre ticket e chat, da fluidez que o sistema funciona, do layout, das funcionalidades, dos e-mails que recebemos com dicas de atendimento.

¿Qué es lo que no te gusta de Help Scout?

Eu não gostava da funcionalidade de simplesmente não ter chat quando todos os agentes estavam ocupados, isso gerada um problema com os meus clientes, porque eles não sabiam ao certo o motivo do chat não estar dis´ponível.

¿Qué problemas está resolviendo Help Scout y en qué te beneficia eso?

Caso desejar resolver um problema de grande volume de dados, o Help Scout vai ajudar a resolver, caso queira ter um atendimento fluído por chat e e-mail também é uma opção.

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