HelpSpace

HelpSpace is an excellent all-in-one solution that will handle all of your customer support needs

Kommentare: HelpSpace truly helped with solving these problems in our company:
Hosting our technical help document.
Creating Help centers and hubs for our saas products.
Managing all of our support emails all in one dashboard.
Making our company support experience seamless.

Vorteile:

HelpSpace is an excellent all-in-one solution that will handle all of your customer support infrastructure needs in one place! From reconciling all of your company's support emails in one inbox, to creating, hosting help centers and technical document hubs. Plus generate fantastic widgets that you can place on your website to make your support process seamless. We switched from Help Scout to HelpSpace and couldn’t be happier! Before finding this gem (HelpSpace) we were using Help Scout for over four years, and the cost of Help Scout and lack of features were killing us and eventually became unmanageable. Additionaly you need to pay an extra monthly fee for almost every single feature in Help Scout! Meanwhile, HelpSpace is providing all of those features (plus extra) without any additional costs ( not to mention you can’t compare the cost of two platforms as HelpSpace is way cheaper!. Another advantage we have found in investing in and switching to HelpSpace is that their team has big plans for this platform, and they are rapidly developing & adding new features. Their support team is top-notch as well. The bottom line is is you looking for a support powerhouse, HelpSpace should be your weapon of choice. We can’t recommend it highly enough!

Nachteile:

I genuinely don't have a bad thing to say about HelpSpace HelpSpace. It’s a truly solid support platform. It just needs some more integrations with other apps.

keep it up!

Kommentare: We've got a userbase of several 1000 customers, with a mix of business enquiries and (mostly) technical helpdesk questions. It's excellent to triage & assign.

Vorteile:

It's simple, inexpesnive & API integrations are rather easy

Nachteile:

The reason why I'm taknig the effort for this review: I think you'd benefit from adding a bit on the "insights/reports" section. I'd like to see trends in amount of tickets we get per user, per tag (is the nature of helpdesk tickets changing?), how much time my agent are taking to tackle tickets (this is a key metric for us: I'd like a max of 10' per ticket, but there's no way for me to monitor this). I know some are spending too much time on support but I have no metric to demonstrate this and to incentivce them.The time between opening & closing tickets is useful, but not super critical. I much more like time spent per ticket (should be possible somehow to track, I think)

Big fan of Helpspace

Vorteile:

I like how helpspace allows us to manage incoming client requests and tickets with ease. It works well with Zapier which helps us to interagte it into the rest of our apps in a multi step process.

Nachteile:

There was not a lot that we did not like with helpspace, its all been great to use.

Value for money

Kommentare: Quick and simple. Very affordable.

Vorteile:

Helpspace is simple to use, does the job and has some fine features that absolutely add value (knowledge base works well). For the price you pay, you get a good amount of software.

Nachteile:

Helpspace does sometimes lacks features or professional UX that more advanced (and more expensive software) has. But for starting companies is a great choice.

A beautifully simple customer support system

Vorteile:

HelpSpace had everything I needed to start a customer support system with limited time and resources. In a few clicks, I have a fully searchable knowledge base with my own branding and custom domain, saving me weeks. As well as help centre, there's also the option to host blog and documentation sites too - so if you have product updates, or technical documentation, you can have a separate website for each. As well as documentation, you get a customisable contact form/widget that doubles up as a pretty amazing ticketing system. My customers to get in touch, and I don't have to get lost in emails thanks to the system. It's pretty straight forward to set up, but their customer support is great and their documentation is pretty complete if you get stuck. Probably the best part is how all of this works together and embeds into my site. It's simple to customise and embed, and you can also customise it further using the JavaScript API. It's really flexible, so you can embed your help centre or 'contact us' widget as a large popup modal, or as a smaller widget. For example, my product is a newsletter editor, so on my editor pages, I trigger the HelpSpace modal from a menu item in my own navigation, rather than using their Widget button. Whereas on other pages, I display the floating widget button.

Nachteile:

Whilst the app is pretty complete as an early product (at the time of writing this), there are still some smaller features in progress. They have a public roadmap though so you can see what's coming next, or ask the support team who are responsive and helpful in sharing the progress.