Help Scout

Help Scout

Web-basierter Helpdesk für eine großartige Kundenerfahrung

4.7/5 (148 Bewertungen)

Help Scout Übersicht

Bereits 5.000 Kunden in mehr als 70 Ländern vertrauen auf uns, darunter Base-Camping, Buffer, GrubHub, AngelList und Timbuk2.

Preis

Beginnt ab
12,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Geräte

Unternehmensgröße

K
M
G

Märkte

Asien, Australien, Brasilien, Kanada, China und 5 weitere , Europa, Deutschland, Indien, Japan, Lateinamerika

Unterstützte Sprachen

Englisch

Help Scout Bewertungen

Gesamtbewertung
4.7/5
98% Positive Bewertungen
110
Ausgezeichnet
35
Sehr gut
3
Durchschnitt
0
Gering
0
Schlecht
John F.
Mit Google übersetzen

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 10.9.2017
Quelle der Bewertung: Capterra

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

Vorteile

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.

Nachteile

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

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Weiterempfehlungsquote

10.0/10
Greg H.
Mit Google übersetzen

Completely changed our business - for the better

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 17.11.2016
Quelle der Bewertung: 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.

Vorteile

- 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

Nachteile

- 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

Verteilung der Bewertung

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Weiterempfehlungsquote

10.0/10
Celeste O.
Mit Google übersetzen

Great customer focused company to work with!

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 12.8.2019
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

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Weiterempfehlungsquote

9.0/10
Ian S.
Mit Google übersetzen

An excellent, lightweight, streamlined, modern helpdesk solution

Bewertet am 4.2.2015
Quelle der Bewertung: SoftwareAdvice

Vorteile

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.

Nachteile

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.

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Weiterempfehlungsquote

10.0/10
Shaun V.
Mit Google übersetzen

Stellar Support Tool for SaaS companies

Täglich für 6-12 Monate genutzt
Bewertet am 13.7.2019
Quelle der Bewertung: Capterra

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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

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Weiterempfehlungsquote

10.0/10

Help Scout Preis

Beginnt ab
12,00 $/Monat
Preisoptionen
Kostenlose Testversion
Abonnement
Preis-Leistungs-Verhältnis

Help Scout Funktionen

  • API
  • Automatische Benachrichtigungen
  • Berichterstattung und Statistik
  • CRM-Integration
  • Chat
  • E-Mail-Integration
  • Echtzeitüberwachung
  • Integration von Dritten
  • Priorisierung
  • Sofortnachrichten
  • Support Ticket Management
  • Workflow-Management

  • Aktivitäts-Dashboard
  • Kontakt-Historie
  • Kundenspezifisches Branding
  • Multi-Channel-Kommunikation
  • Social-Media-Integration
  • Umfragen & Feedback
  • Wissensbasis-Management
  • Überwachung

Zusätzliche Informationen für Help Scout

Schlüssel-Features von Help Scout

  • 40+ Integrationen mit Anwendungen von Dritten
  • 75+ Tastaturkürzel
  • Am besten bewertete Echtzeit-Berichterstattung
  • Android App
  • Automatisch ausgefüllte, editierbare Kundenprofile
  • Automatisierte Aktionen
  • Bulk-Aktionen
  • Echte Multi-Marken-Unterstützung
  • Einfach zu bedienen, benötigt kein Trainingshandbuch
  • Email-Integration - aktualisiere Gespräche aus dem Posteingang
  • Gespeicherte Antworten / vorgefertigte Antworten
  • Helpdesk, Berichte und Dokumente-API
  • Hervorragende Unterstützung, egal bei welchem Plan
  • Integrierte Wissensbasis
  • Kein Ticket # 's, oder Roboter-Texte
  • Kollisionserkennung
  • Kundenzufriedenheit
  • Private Notizen
  • Sieht aus wie eine normale E-Mail
  • Telefonanrufe verfolgen und aufzeichnen
  • iPhone App

Help Scout Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Help Scout.

F. Welche Preispläne bietet Help Scout an?

Help Scout bietet folgende Kostenpläne an:

Beginnt ab: 12,00 $/Monat

Preismodell: Abonnement

Kostenlose Testversion: Verfügbar

F. Was sind die Hauptfunktionen von Help Scout?

Help Scout bietet die folgenden Funktionen:

  • 40+ Integrationen mit Anwendungen von Dritten
  • 75+ Tastaturkürzel
  • Android App
  • Automatisch ausgefüllte, editierbare Kundenprofile
  • Automatisierte Aktionen
  • Bulk-Aktionen
  • Kollisionserkennung
  • Kundenzufriedenheit
  • Einfach zu bedienen, benötigt kein Trainingshandbuch
  • Email-Integration - aktualisiere Gespräche aus dem Posteingang
  • Helpdesk, Berichte und Dokumente-API
  • Integrierte Wissensbasis
  • Sieht aus wie eine normale E-Mail
  • Kein Ticket # 's, oder Roboter-Texte
  • Hervorragende Unterstützung, egal bei welchem Plan
  • Private Notizen
  • Am besten bewertete Echtzeit-Berichterstattung
  • Gespeicherte Antworten / vorgefertigte Antworten
  • Telefonanrufe verfolgen und aufzeichnen
  • Echte Multi-Marken-Unterstützung
  • iPhone App

F. Wer sind die typischen Nutzer von Help Scout?

Help Scout hat die folgenden typischen Kunden:

Freie Mitarbeiter, Großunternehmen, Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von Help Scout unterstützt?

Help Scout unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet Help Scout an?

Help Scout hat folgende Preismodelle:

Abonnement

F. Unterstützt Help Scout mobile Geräte?

Help Scout unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert Help Scout?

Help Scout kann in folgende Anwendungen integriert werden:

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

F. Welche Varianten der Kundenbetreuung bietet Help Scout an?

Help Scout bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen

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