Help Scout
Service d'assistance hébergé dans le web conçu pour une meilleure expérience client
4,7 /5 (157 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
Media
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.
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.
Simply the best customer support system
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Stellar Support Tool for SaaS companies
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.
Comparatif avec les logiciels similaires : 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.
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.
Simply the best customer support system
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Avantages
I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.
Inconvénients
Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.
Stellar Support Tool for SaaS companies
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.
Avantages
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.
Inconvénients
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.
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives
Help Scout - Prix
Help Scout - Prix
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives
Help Scout - Fonctionnalités
Help Scout - Fonctionnalités
Comparatif avec les logiciels similaires : 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: 12,00 $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. Quels sont les types de licence disponibles pour Help Scout ?
Types de licences disponibles pour Help Scout:
Abonnement
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.