Help Scout

Help Scout is a help desk and customer support software as a service available to use on basically any Android or iOS device where you have an internet connection. The user interface is quite user friendly and easy to navigate. There are lots of great integrations available to integrate in a couple clicks though there is a bit of manual entry and copy and paste required for a few of them but overall it is easily done. You can set up macros which help automate multiple actions at once and there are over seventy five keyboard shortcuts which is great this is the single fastest way to speed up your efficiency and workflow quickly. There are email templates you can use which is a big time saver and you can add a custom HTML signature which is a cool touch. You can tag a lot of items from conversations to trends and workflows which is quite in depth compared to other similar softwares. Profiles can be auto populated and are editable. You can also go back in time which is an important feature so you can have something of an audit done or retrieve important contact details down the road. There is voicemail integration as well and they can organize incoming voice mails. The integrations are really good too and extend the functionality greatly. The editor has rich text editing and there is tracking which is good. You can use advanced filers to break down your data and compare it to other time ranges. They allow you to brand multiple sites which is probably the feature which differentiates this platform most from others. You can search documentation while you are responding during a conversation which is really cool. So your agents can get answers in real time without leaving which streamlines the process quite well. And HelpScout has multiple language translation abilities too and shows they make all of their end users a priority which is the most significant thing a company can do in my opinion.

I think that it's slightly deceptive to have links to pages called Compare To Email, Zendesk and Other Help Desks because when you click on these they are not direct comparisons. And as someone who has recently researched business software intensively I can say that when you do see this page on website and it is rare but it leads to an actual comparison chart that is an outstanding way to learn the truth about a software as a service. Their website and documentation says very little about the end user experience. Once feature I cannot locate is whether customers can attach images to their responses. I assume you can and realize it's not a live chat software but I have discovered there are platforms without this ability. More about the end user experience would be helpful to prospect up front. Co-browsing is a feature available in Olark which is for live chat but this natively integrated remote support is a feature I believe should be available in all help desk, customer support and live chat software.

Overall there are a lot of excellent features available with this software. It is rock solid in everything it does in my opinion. The email notifications are a strong feature in particular most do not have the granular capabilities which are available in HelpScout. In fact the notifications are the best I have seen overall, I believe. The pricing is very fair and inclusive at fifteen dollars per user, per month across all plans. Inclusive pricing is another way to judge whether a company has their end user as their foremost priority in my opinion. Exclusive pricing with many tiers and features lacking in basic plans are aggressive and perhaps more profitable in the short term, but I truly believe the inclusivity of HelpScout and others initiates a trust and loyalty that is sustainable due to the value offered up front.