Help Scout
Service d'assistance hébergé dans le web conçu pour une meilleure expérience client
4,7 /5 (163 avis) Donnez votre avis !Help Scout - Présentation
Description du logiciel Help Scout
Help Scout est un logiciel de service client et d'assistance destiné aux entreprises de toutes tailles. Les utilisateurs peuvent travailler de manière transparente dans tous les services ou gérer plusieurs produits/marques à partir d'un même compte. Help Scout permet de s'affranchir des tâches répétitives grâce à des flux de travail, notamment un système d'automatisation simple basé sur une logique if/then (si/alors). Les fonctionnalités de collaboration permettent de garder tout le monde sur la même page.
Grâce à la fonctionnalité de détection des collisions, les utilisateurs peuvent voir qui visualise ou répond en temps réel, grâce à des notes et des mentions @ qui permettent aux utilisateurs de collaborer en privé. Les utilisateurs peuvent utiliser le marquage pour classer les conversations ou déclencher des automatisations et tirer parti des réponses enregistrées pour un accès en deux clics aux réponses les plus courantes. Help Scout permet aux utilisateurs d'automatiser toutes les actions, d'envoyer des réponses groupées et de créer des dossiers personnalisés.
Les rapports et les analyses permettent aux utilisateurs de mesurer les performances de leur équipe, d'identifier les tendances pour éviter les problèmes et de surveiller la satisfaction des clients, sans ouvrir de feuille de calcul Excel. Help Scout s'intègre de manière transparente à des services tels que Olark et Snap Engage, de sorte que chaque discussion est automatiquement enregistrée dans le profil du client. Plus de 50 services de messagerie vocale sont pris en charge immédiatement.
Help Scout - Présentation
Prix
Types de licence
Help Scout - Fonctionnalités
Médias
Help Scout - Avis
Help Scout - Avis
Completely changed our business - for the better
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.
Great customer focused company to work with!
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.
Help Scout helps out
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.
Great for small teams!
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.
Help Scout review
Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis.
Comparatif des alternatives : note globale
Comparer avec les alternatives
Completely changed our business - for the better
Avantages
- 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
Inconvénients
- 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
Great customer focused company to work with!
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.
Avantages
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.
Inconvénients
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.
Help Scout helps out
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.
Avantages
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.
Inconvénients
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.
Great for small teams!
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.
Avantages
-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.
Inconvénients
-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.
Help Scout review
Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis.
Avantages
I was impressed by the overall features and functionality of this product. In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account. Each mailbox can be configured with an associated beacon, i.e. chat and customer support monitoring with customizable behavior depending on what end user experience you wish to offer to your customer support. Last but not least Help Scout features documentation pages which act as a knowledge base for supporting your users and thus eliminating support calls.
Inconvénients
I would like to see more granular configurations made available in the aesthetic side of a knowledge base. I would also like to see the basic plan to support up to three knowledge bases out of the box without an extra charge beyond the first one.
Comparatif des alternatives : recommandation utilisateur
Comparer avec les alternatives
Help Scout - Prix
Help Scout - Prix
Comparatif des alternatives : rapport qualité-prix
Comparer avec les alternatives
Help Scout - Fonctionnalités
Help Scout - Fonctionnalités
Comparatif des alternatives : note sur les fonctionnalités
Comparer avec les alternatives
Catégories
Catégories
Help Scout - FAQ
Help Scout - FAQ
Voici quelques-unes des questions fréquentes sur Help Scout.
Q. Quels sont les types de licence disponibles pour Help Scout ?
Types de licences disponibles pour Help Scout :
À partir de: 10,00 $US/mois
Type de licence: Abonnement
Essai gratuit: Disponible
Q. Quelles sont les principales fonctionnalités du logiciel Help Scout ?
Nous n'avons pas d'informations sur les fonctionnalités de Help Scout.
Q. Qui utilise Help Scout ?
Utilisateurs habituels du logiciel Help Scout :
PME, Grandes entreprises, Administration publique, À but non lucratif, Auto-entrepreneurs, Entreprises de taille moyenne
Q. Dans quelles langues Help Scout est-il disponible ?
Langues dans lesquelles Help Scout est disponible :
anglais
Q. Help Scout prend-il en charge les appareils mobiles ?
Appareils pris en charge par Help Scout :
Android, iPhone, iPad
Q. Avec quelles applications Help Scout peut-il s'intégrer ?
Applications s'intégrant à Help Scout :
Bitium, Campaign Monitor, Capsule, Customer Thermometer, Keap, Kissmetrics, PipelineDeals, Slack, SnapEngage, Zapier
Q. Quelles sont les ressources d'aide disponibles pour Help Scout ?
Ressources d'aide disponibles pour Help Scout :
FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
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.