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.

Prijzen vanaf:

US$ 10,00/maand

  • Gratis proef
  • Abonnement

Apparaten

Bedrijfsgrootte

K M G

Markten

Verenigde Staten van Amerika, Canada, Verenigd Koninkrijk, Australië, China en nog 5 andere, India, Japan, Duitsland, Brazilië, Mexico

Ondersteunde talen

Engels

Prijzen vanaf:

US$ 10,00/maand

  • Gratis proef
  • Abonnement

Afbeeldingen

Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account
Mailbox Folder
Conversation: Help Scout’s collaboration features keep everyone on the same page. Happy and productive team members make for happy customers! Add notes, mention team members, see who is responding, and conversation history.
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Knowledge Base: Empower your customers to find answers when they need them
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
iOS App
Nog 11 andere bekijken
Help Scout-video
Schermopname van Help Scout: Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account Schermopname van Help Scout: Mailbox Folder Schermopname van Help Scout: Conversation: Help Scout’s collaboration features keep everyone on the same page. Happy and productive team members make for happy customers! Add notes, mention team members, see who is responding, and conversation history. Schermopname van Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Schermopname van Help Scout: Knowledge Base: Empower your customers to find answers when they need them Schermopname van Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Schermopname van Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Schermopname van Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Schermopname van Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Schermopname van Help Scout: iOS App

Functies

Totaal aantal functies van Help Scout: 62

  • @mentions
  • API
  • Aangepaste velden
  • Aanpasbare sjablonen
  • Authenticatie in twee stappen
  • Automatische leaddistributie
  • Automatische meldingen
  • Beheer van supporttickets
  • CRM-integratie
  • Categorisering
  • Chatten
  • Configureerbare workflow
  • Desktopmeldingen
  • Documentbeheer
  • Door gebeurtenissen geactiveerde acties
  • E-mailintegratie
  • E-mailsjablonen
  • Escalatiebeheer
  • Feedbackbeheer
  • Gefilterde weergaven
  • Gegevens filteren
  • Gegevens importeren en exporteren
  • Gemeenschappelijke werkruimte
  • Geschiedenis bijhouden
  • Helpdeskintegratie
  • Inboxbeheer
  • Instant Messaging
  • Integratie van derden
  • Klantendatabase
  • Klantgeschiedenis
  • Leadtoewijzing
  • Markeren
  • Massaverzending
  • Meerdere gebruikersaccounts
  • Mobiele integratie
  • Mobiele waarschuwingen
  • Naleving van HIPAA-richtlijnen
  • Naleving van PCI DSS
  • Ondersteuningstickets bijhouden
  • Ontvangsten
  • Oproepen bijhouden
  • Oproepen opnemen
  • Overzichtsrapporten
  • Prestatiebeheer
  • Prestatierapporten
  • Priorisering
  • Productiviteitsrapportage
  • Rapportage en statistieken
  • Realtime controle
  • Realtime rapportage
  • Realtime updates
  • SSL-beveiliging
  • Samenwerkingstools
  • Scores en reviews
  • Sjabloonbeheer
  • Toestemmingsbeheer
  • Trendanalyse
  • Verzamelen van feedback
  • Voicemail
  • Voor meerdere afdelingen/projecten
  • Workflowbeheer
  • Zoekfunctionaliteit

Alternatieven

Zendesk

4,3
#1 alternatief voor Help Scout
Zendesk is een cloudgebaseerde oplossing voor klantenservicesoftware die wordt vertrouwd door meer dan 40.000...

LiveAgent

4,7
#2 alternatief voor Help Scout
LiveAgent is een webgebaseerde helpdeskoplossing waarmee je supporttickets van meerdere kanalen kunt beheren, waaronder...

Comm100 Live Chat

4,7
#3 alternatief voor Help Scout
Comm100 Live Chat ondersteunt realtime interacties via internet, mobiel en chatberichten

JivoChat

4,5
#4 alternatief voor Help Scout
JivoChat is live chatsoftware die aanpasbare webgebaseerde en mobiele chatwidgets biedt met 20 taalopties en...

Reviews

Totaalscore

4,7 /5
(164)
Prijs-kwaliteitverhouding
4,6/5
Functies
4,3/5
Gebruiksgemak
4,7/5
Klantenondersteuning
4,8/5

Heb je Help Scout al?

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Schrijf een review!
5 van 164 worden weergegeven
Greg H.
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

Celeste O.
Totaalscore
  • Sector: Afdrukken en drukwerk
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Great customer focused company to work with!

Beoordeeld op 12-8-2019

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher...

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Pluspunten

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Minpunten

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

Geverifieerde reviewer
Totaalscore
  • Sector: Hoger onderwijs
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

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

Great for small teams!

Beoordeeld op 28-7-2020

When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I...

When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

Pluspunten

-Extremely easy to set up, add employees to, and use on a daily basis without hassle.
-Love the option to assign communications and update the status of them.
-Simple, straightforward design.
-Did I mention is was easy? Almost no training required.

Minpunten

-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

Sara Y.
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.

Shaun V.
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

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

Stellar Support Tool for SaaS companies

Beoordeeld op 13-7-2019

We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help...

We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have.

Pluspunten

Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier.

We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible.

The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies.

Minpunten

To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from).

While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end.

5 van 164 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$ 10,00/maand
  • Prijsmodel: Abonnement
  • Gratis proef: Beschikbaar

We hebben geen informatie over functies van Help Scout

Help Scout heeft de volgende typische klanten:

Klein bedrijf, Grote ondernemingen, Openbare diensten, Non-profit, Freelancers, Middelgroot bedrijf

Help Scout ondersteunt de volgende talen:

Engels

Help Scout ondersteunt de volgende apparaten:

Android, iPhone, iPad

Help Scout kan worden geïntegreerd met de volgende toepassingen:

Bitium, Campaign Monitor, Capsule, Customer Thermometer, Keap, Kissmetrics, PipelineDeals, Slack, SnapEngage, Zapier

Help Scout biedt de volgende ondersteuningsopties:

Veelgestelde vragen, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies

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