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

À partir de
10,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Help Scout - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Chine et 5 autres, Inde, Japon, Allemagne, Brésil, Mexique
Langues
anglais

Médias

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
Vidéo de Help Scout Capture d'écran pour Help Scout : Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account Capture d'écran pour Help Scout : Mailbox Folder Capture d'écran pour 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. Capture d'écran pour Help Scout : Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Capture d'écran pour Help Scout : Knowledge Base: Empower your customers to find answers when they need them Capture d'écran pour Help Scout : Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Capture d'écran pour Help Scout : Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Capture d'écran pour Help Scout : Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Capture d'écran pour Help Scout : Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Capture d'écran pour Help Scout : iOS App

Help Scout - Avis

Help Scout - Avis

Note globale
4,7
/
5
Excellent
121

Très bien
38

Moyen
4

Médiocre
0

Mauvais
0

Rapport qualité-prix
4,6
Fonctionnalités
4,4
Simplicité d'utilisation
4,7
Support client
4,8
98% des utilisateurs recommandent cette application
Greg H.

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.


Traduire avec Google Translate
Celeste O.

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.


Traduire avec Google Translate
Sara Y.

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.


Traduire avec Google Translate
Utilisateur vérifié

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.


Traduire avec Google Translate
Stefanos E.

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.


Traduire avec Google Translate
Greg H.
Secteur d'activité: Vétérinaire
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Completely changed our business - for the better

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 17/11/2016
Provenance de l'avis : GetApp

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.

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

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Celeste O.
Secteur d'activité: Impression
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Great customer focused company to work with!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 12/08/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Sara Y.
Secteur d'activité: Gestion d'organisme à but non lucratif
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Help Scout helps out

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 25/11/2020
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Utilisateur vérifié
Secteur d'activité: Enseignement supérieur
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Great for small teams!

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 28/07/2020
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Stefanos E.
Secteur d'activité: Logiciels
Taille de l'entreprise: Auto-entrepreneur
Traduire en français
Traduire en français

Help Scout review

Logiciel utilisé tous les jours pendant Essai gratuit
Publié le 21/12/2020
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Recommandation utilisateur
8,8/10
Basé sur 163 avis utilisateurs
Comparatif des alternatives : recommandation utilisateur
Comparer avec les alternatives

Help Scout - Prix

Help Scout - Prix

À partir de
10,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,6/5
Basé sur 163 avis utilisateurs
Comparatif des alternatives : rapport qualité-prix
Comparer avec les alternatives

Help Scout - Fonctionnalités

Help Scout - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Prise en charge de plusieurs langues
Rapports et statistiques
Stratégie de marque personnalisable
Tableau de bord d'activités
Fonctionnalités
4,4/5
Basé sur 163 avis utilisateurs
Comparatif des alternatives : note sur les fonctionnalités
Comparer avec les alternatives

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