Service d'assistance hébergé dans le web conçu pour une meilleure expérience client4.7/5 (139 avis)
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.
to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep
I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent.
Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.
This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something
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.
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.
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.
First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it.
Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead.
For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.
The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original.
That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.
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.
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.
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.
We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.
Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use.
VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.
The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets.
Caveat: if all you do is email and maybe chat, then this product is everything you need and more.
Voici quelques-unes des questions fréquentes sur Help Scout.
Types de licences disponibles pour Help Scout :
À partir de: 12,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Help Scout.
Utilisateurs habituels du logiciel Help Scout :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME
Langues dans lesquelles Help Scout est disponible :
Types de licences disponibles pour Help Scout:
Appareils pris en charge par Help Scout :
Android, iPhone, iPad
Applications s'intégrant à Help Scout :
Bitium, Campaign Monitor, Capsule, Customer Thermometer, Infusionsoft, Kissmetrics, PipelineDeals, Slack, SnapEngage, Zapier
Ressources d'aide disponibles pour Help Scout :
FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo