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Help Scout
Was ist Help Scout?
Help Scout lässt sich wie jede andere Kundensupport-Software skalieren, die Kundenerfahrung ist jedoch wie bei einer normalen E-Mail personalisiert. Help Scout ist ideal für Unternehmen jeder Größe und unterstützt besonders Unternehmen mit mehr als elf Nutzer*innen. Die übersichtlichen Funktionen von Help Scout sorgen dafür, dass kleine und große Teams auf dem gleichen Stand bleiben. Help Scout bietet erstklassige Berichterstattung, eine integrierte Wissensdatenbank, jede Menge Integrationen und eine robuste API. So kann sich dein Team auf das Wesentliche konzentrieren: deine Kundschaft.
Wer verwendet Help Scout?
Kleine und große Unternehmen, die auf ein angenehmes Kundenerlebnis bestehen. Bereits 8.000 Kund*innen in mehr als 70 Ländern vertrauen auf diese Lösung, darunter Basecamp, Buffer, GrubHub, AngelList und Timbuk2.
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Mit einer beliebten Alternative vergleichen
Help Scout
Bewertungen über Help Scout
Gute Helpdesk Software mit Automatisierungsmöglichkeiten
Vorteile:
Schneller und guter Überblick über Tickets, einfache Handhabung, gute Prozess/Automatisierungsmöglichkeiten, schneller Support
Nachteile:
Ausbau der Möglichkeiten mancher Einstellungen in Zusammenhang mit der Webseitennutzung wäre schön
Completely changed our business - for the better
Kommentare: 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.
Vorteile:
- 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
Nachteile:
- 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
In Betracht gezogene Alternativen:
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
Kommentare: 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.
Vorteile:
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.
Nachteile:
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.
In Betracht gezogene Alternativen:
Good for a temporary fix.
Kommentare: It's a good basic system. If you are looking for a ticket system this is a great choice.
Vorteile:
Ease of use Knowledgebase was easy to implement Ticket system works as it should
Nachteile:
Our business needed customer management and HelpScout was not a good solution for that.
It couldn't be simpler to use; I adore it!
Kommentare: Help Using Scout, you can easily categorize your support requests and generate customized reports for each inbox. We can track the growth of our user base, learn about the challenges our clients have, and observe how our support practices evolve thanks to the reporting tools. It also facilitates reporting on key performance indicators for our business, such as average response and resolution times.
Vorteile:
I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.
Nachteile:
For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect.