Customer reviews: Help Scout

<h3>What Merchants Think</h3> <p>Overall, merchants have a positive view of Help Scout. Many appreciate its seamless integration with Shopify, which allows access to customer order information directly within the app. Users find the interface to be user-friendly and efficient, although some feel improvement is needed for complete functionality. The anticipation for new features and AI tool integration also creates excitement among users.</p> <h3>Key Strengths</h3> <ul> <li>Seamless Shopify integration providing easy access to order information.</li> <li>Simple and clean interface that mimics regular email communication without complex ticketing systems.</li> <li>Responsive support team that is open to feedback and continuously improving the platform.</li> <li>Time-saving features that eliminate the need to navigate back and forth between platforms.</li> </ul> <h3>Common Concerns</h3> <ul> <li>Incomplete integration with Shopify, lacking some functionality like displaying customer and order tags.</li> <li>Inability to leave comments or notes directly in a Shopify order from Help Scout.</li> <li>Terminology confusion in the interface, such as the term "Cancel" which may lead to misunderstandings.</li> <li>Compatibility issues with Shopify checkout extensibility.</li> </ul> <h3>Final Thoughts</h3> <p>Help Scout is well-received by merchants seeking a straightforward, effective customer support solution. While there is room for improvement in some areas, particularly with Shopify integration, Help Scout's ongoing updates and active development promise an expanding feature set that keeps users optimistic about its potential.</p>

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Reviews (23)

Overall rating

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What Merchants Think

Overall, merchants have a positive view of Help Scout. Many appreciate its seamless integration with Shopify, which allows access to customer order information directly within the app. Users find the interface to be user-friendly and efficient, although some feel improvement is needed for complete functionality. The anticipation for new features and AI tool integration also creates excitement among users.

Key Strengths

Seamless Shopify integration providing easy access to order information.
Simple and clean interface that mimics regular email communication without complex ticketing systems.
Responsive support team that is open to feedback and continuously improving the platform.
Time-saving features that eliminate the need to navigate back and forth between platforms.

Common Concerns

Incomplete integration with Shopify, lacking some functionality like displaying customer and order tags.
Inability to leave comments or notes directly in a Shopify order from Help Scout.
Terminology confusion in the interface, such as the term "Cancel" which may lead to misunderstandings.
Compatibility issues with Shopify checkout extensibility.

Final Thoughts

Help Scout is well-received by merchants seeking a straightforward, effective customer support solution. While there is room for improvement in some areas, particularly with Shopify integration, Help Scout's ongoing updates and active development promise an expanding feature set that keeps users optimistic about its potential.

Beauty Heroes®

Mar 07, 2024 on Shopify

Helpscout is a great platform, but their integration with Shopify has a ways to go. The functionality missing specifically with Shopify is 1) showing customer and order TAGS in the side bar integration area 2) the ability to link to products you sell in your responses. Both of these are pretty simple and table stakes with other platforms, Re Amaze/Gorgias. Other functionality we know they are working on is integrating their AI tool, which is currently not integrated, but coming soon. We are waiting until a few more of these items are live before we migrate.

iFixit

Mar 06, 2024 on Shopify

Der gemeinsame Posteingang ermöglicht es allen Mitarbeitern, schnell die E-Mails zu finden, die sie adressieren sollen oder E-Mails an andere abzugeben. Dadurch, dass alle Zugriff auf dieselbe Inbox haben, kann man Arbeits- und Kommunikationsaufwand sparen, außerdem ist es manchmal hilfreich, eine E-Mail-Adresse angeben zu können, in der Spam besser erkannt wird und man nicht unbedingt gleich seine persönliche E-Mail angeben möchte. Help Scout bietet zudem eine Reihe von Berichten, mit Hilfe derer wir Effizienz und Qualität messen können, sowie Trends besser erkennen. Es besteht die Möglichkeit, Tags zu verwenden und auch diese dann zur Sortierung und Auswertung zu nutzen. Der Aufwand, er zu Beginn für die Einarbeitung anfällt, ist schnell amortisiert: Die Funktion, private Notizen hinzuzufügen, die nur intern sichtbar sind, sowie die Möglichkeit, vorangegangene Konversationen mit derselben Person einsehen zu können, erleichtern den Arbeitsalltag ungemein, ganz abgesehen von der Nutzung vorab gespeicherter Standardantworten. Gerade letztere hilft auch dabei, dass neue Mitarbeiter schnell einsatzfähig werden und weniger Zeit benötigen, um qualifizierte Antworten senden zu können. Für diejenigen, die mehr als einen HS-Posteingang benutzen, ist es zudem möglich, die Konversationen einzusehen, die eventuell mit anderen Abteilungen des Unternehmens bereits stattgefunden haben, und Notizen können abteilungsübergreifend im Kundenprofil hinterlegt werden. Wir nutzen auch sehr gerne automatische Workflows, z. B. für Abwesenheiten, und Help Scout sorgt dafür, dass diese jeweils nur intern verschoben werden und der Kunde seine Antworten direkt erhält, ohne sich mit Abwesenheitsnotizen und Weiterleitungen abgeben zu müssen.

Família de Trigo

Mar 05, 2024 on Shopify

Smooth integration that doesn't get in the way. That means 5 stars. We love HelpScout and now our client's order history is on the same page as their support page! Without our client needing to inform us of the order number, for example, Helpscout immediately informs us of the order with the ability to reimburse clients WITHOUT moving to a different tab or page.

Ugmonk

Feb 29, 2024 on Shopify

Been using Helpscout for almost a decade and it's been awesome. I love its simplicity and how it keeps the communication to our customers just as normal email (no weird ticket numbers and extra stuff tacked on in the header). Also super nice to have Shopify orders directly linked and embedded in the Helpscout conversations. Highly recommend!

We Are Amma

Feb 17, 2024 on Shopify

Love the ease of the new integration features! Would love to see the phrase "Cancel Order" instead of just "Cancel" on the right hand side bar. It get's me every time that I'm canceling out of what I'm doing, not finalizing the order cancellation.

J skis

Feb 08, 2024 on Shopify

Help Scout has been a really great service and the team has been extremely response to feedback! My only current feedback is with our new authorization features with Shopify. Having the Shopify order accessible directly through Help Scout is great except we aren't able to leave comments/notes in the Shopify order via that side bar. It would be extremely beneficial to have the ability to quickly leave comments/notes on the order as that is how our customer service team maintains a communication history for each customer/order!

Kitty Poo Club

Jan 25, 2024 on Shopify

The new Shopify integration has been a game-changer for us! We now have in-app views of customer orders, which includes a list of products, fulfillment info, and tracking links. It eliminates the need to head to Shopify, & saves us a lot of time!

GiftTree

Jan 24, 2024 on Shopify

Incredibly smooth integration. Allows our agents/management to quickly access required information where we need it most to give customers seamless assistance.

Rughook

Mar 10, 2018 on Shopify

I don't often write reviews but was surprised to see that Help Scout didn't have any on Shopify, so I'm going to "pay it forward" a bit. If you're looking for an alternative to ZenDesk, seriously consider this product. I did trials of both ZenDesk and Help Scout and decided to go with Help Scout. It was competitively priced, integrated well with Shopify and by the looks of it, they are actively investing in the platform, so looking forward to new features as they are launched - most notably, Beacon 2.0, which will integrate Help Scout Docs and Chat. That will help us provide a richer 'real time' customer support experience (and not require us to be in front of the computer 24x7!).