Über Help Scout

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

Geräte

Unternehmensgröße

K M G

Märkte

Vereinigte Staaten von Amerika, Kanada, Vereinigtes Königreich, Australien, China und 5 weitere , Indien, Japan, Deutschland, Brasilien, Mexiko

Unterstützte Sprachen

Englisch

Bilder

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

Funktionen

Gesamtzahl der Funktionen von Help Scout: 62

  • @mentions
  • API
  • Anpassbare Vorlagen
  • Anrufaufzeichnung
  • Anrufverfolgung
  • Automatische Benachrichtigungen
  • Automatische Lead-Verteilung
  • Benutzerdefinierte Felder
  • Berichterstattung und Statistik
  • Bewertungen
  • CRM-Integration
  • Chat
  • Daten-Import / -Export
  • Datenfilterung
  • Desktop-Benachrichtigungen
  • Dokumentenmanagement
  • E-Mail-Integration
  • E-Mail-Vorlagen
  • Echtzeit-Berichterstattung
  • Echtzeit-Updates
  • Echtzeitüberwachung
  • Ereignisgesteuerte Aktionen
  • Erhalten
  • Eskalationsmanagement
  • Etikettierung
  • Feedback-Management
  • Feedback-Sammlung
  • Gefilterte Ansichten
  • Gemeinsamer Arbeitsbereich
  • Genehmigungs-Management
  • HIPAA-Compliance
  • Helpdesk-Integration
  • Historisches Nachfolgeerfahren
  • Inbox-Management
  • Integration von Dritten
  • Kategorisierung
  • Konfigurierbarer Workflow
  • Kundendatenbank
  • Kundenhistorie
  • Lead-Zuordnung
  • Leistungsmanagement
  • Massenversand
  • Mehrere Abteilungen / Projekte
  • Mehrere Benutzerkonten
  • Mobile Benachrichtigungen
  • Mobile Integration
  • PCI DSS-Compliance
  • Performance-Berichte
  • Priorisierung
  • Produktivitäts-Berichterstattung
  • SSL-Sicherheit
  • Sofortnachrichten
  • Suchfunktion
  • Supportticket-Management
  • Trend-Analysen
  • Verfolgen von Support-Tickets
  • Voice-Mail
  • Vorlagen-Management
  • Werkzeuge zur Zusammenarbeit
  • Workflow-Management
  • Zusammenfassende Berichte
  • Zwei-Faktor-Authentifizierung

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Nutzerbewertungen

Gesamtbewertung

4,7 /5
(163)
Preis-Leistungs-Verhältnis
4,6/5
Funktionen
4,4/5
Bedienkomfort
4,7/5
Kundenbetreuung
4,8/5

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5 von 163 Bewertungen angezeigt
Greg H.
Gesamtbewertung
  • Branche: Tierarzt
  • Untern. Größe: 11-50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Completely changed our business - for the better

Bewertet am 17.11.2016

Most companies using Help Desk software are in software development, tech or online commerce of...

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

Celeste O.
Gesamtbewertung
  • Branche: Druck
  • Untern. Größe: 11-50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Great customer focused company to work with!

Bewertet am 12.8.2019

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher...

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.

Sara Y.
Gesamtbewertung
  • Branche: Non-Profit-Organisation Management
  • Untern. Größe: 51-200 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Help Scout helps out

Bewertet am 25.11.2020

Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer...

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.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Hochschulbildung
  • Untern. Größe: 11-50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 8.0 /10

Great for small teams!

Bewertet am 28.7.2020

When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I...

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.

Vorteile

-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.

Nachteile

-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

Stefanos E.
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: Selbstständig
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Help Scout review

Bewertet am 21.12.2020

Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions...

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.

Vorteile

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.

Nachteile

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.

5 von 163 Bewertungen angezeigt Alle Bewertungen

Help Scout Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Help Scout.

Help Scout bietet folgende Kostenpläne an:

  • Beginnt ab: 10,00 $/Monat
  • Preismodell: Abonnement
  • Gratis Testen: Verfügbar

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

Help Scout hat die folgenden typischen Kunden:

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

Help Scout unterstützt die folgenden Sprachen:

Englisch

Help Scout unterstützt die folgenden Geräte:

Android, iPhone, iPad

Help Scout kann in folgende Anwendungen integriert werden:

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

Help Scout bietet folgende Optionen für Kundensupport:

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

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