¿Qué es Help Scout?
Help Scout es capaz de escalar como cualquier otro centro de ayuda, pero la experiencia del cliente es tan personalizada como el correo electrónico. Help Scout es ideal para empresas de todos los tamaños y es adecuado para empresas con más de 500 usuarios. Las funciones de organización de Help Scout mantienen la comunicación entre los equipos. Con la mejor creación de informes de su clase, base de conocimientos integrada, una API sólida, montones de integraciones y una aplicación gratuita para iPhone que ayuda a los clientes en todo momento, Help Scout permite que tu equipo se concentre en lo que realmente importa: sus clientes.
¿Quién usa Help Scout?
Empresas pequeñas y grandes que quieren ofrecer una experiencia inmejorable a sus clientes. Cuenta con la confianza de 8000 clientes como Basecamp, Buffer, GrubHub, AngelList y Timbuk2, en más de 70 países.
¿Dónde se puede implementar Help Scout?
Cloud, SaaS, Web, Android (móvil), iPhone (móvil), iPad (móvil)
Imágenes y vídeos de Help Scout
Comparar el precio de Help Scout con productos similares
Funciones de Help Scout
- Acceso móvil
- Alertas y notificaciones
- Bandejas de entrada compartidas
- Base de datos de clientes
- Base de datos de contactos
- Búsqueda de texto completo
- Chat en vivo
- Comunicación multicanal
- Configuración de flujos de trabajo
- Controles o permisos de acceso
- Creación de informes y estadísticas
- Creación de informes/análisis
- Creación de marca personalizable
- Edición de texto
- Enrutamiento automatizado
- Gestión de bandeja de entrada
- Gestión de colas de espera
- Gestión de comentarios
- Gestión de contactos
- Gestión de correo electrónico
- Gestión de firmas
- Gestión de flujos de trabajo
- Gestión de la base de conocimiento
- Gestión de respuestas
- Gestión de tickets
- Gestión de tickets de soporte
- Gestión del conocimiento
- Herramientas de colaboración
- Historial de cliente
- Integraciones de terceros
- Macros y modelos de respuestas
- Modelos personalizables
- Métricas de rendimiento
- Portal de autoservicio
- Varias cuentas de usuario
- Varios idiomas
Alternativas a Help Scout
Opinones de Help Scout
Great for Basic Customer Support
Comentarios: I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.
Puntos a favor:
Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product. I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer. There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.
I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.
Great customer focused company to work with!
Comentarios: 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.
Puntos a favor:
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.
Puntos a favor:
This is a very fast and efficient tool to use
Well I find that the mobile application is to review. But overall I find it very good.
This was a great beginner software for a growing startup
Puntos a favor:
This software is incredibly easy to use! The macro search function was amazing. It allowed our team to search both the title and the body for relevant content. Very simple solution for our start up company.
We needed more features, more integrations and more robust reporting as we began to grow as a company and support team.
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
Comentarios: The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way. You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.
Puntos a favor:
HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal. The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.
Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same. Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared. Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.