Help Scout Review
Help Scout is a Boston, MA based
online help desk software launched in 2011. It is developed by Help
Scout, a web design turned into a software development company that is
based in Boston, Massachusetts, USA. The simple mission of the company
is to help you build the business that people will love. The company
believes that an excellent customer service is the best marketing method
for any company.
Help Desk Features
provides a lot of help desk features that you can use to ease the
communication between your business and your customers. Some of these
features are unlimited mailboxes, workflows, keyboard shortcuts, email
templates, tags, merge conversations, saved replies, email signatures,
customer profiles, traffic cop, and collision detection. You can manage
multiple brands with Help Scout in one dashboard, as well as filter your
emails and create custom folders to make it easier for you to respond
to each customerís ticket. Help Scout also provides keyboard shortcuts
to allow fast access to certain features within the platform, such as
reply, note, and forward.
Help Scout provides an advanced filter feature for your reports, which will help you to quickly find reports based on tag, folder, conversation type, and mailbox. These reports can be printed directly because it is delivered in a printer-friendly layout and format. You can also compare multiple reports according to specific time periods. The user-specific reporting feature provides a detailed report on each of your support agents in one easy-to-understand page. You can also take a look at the specific metrics while viewing your reports, in order to view the more detailed report for those specific metrics.
Docs Knowledge Base
You can create and manage your own knowledge base in order to inform your customers about common problems and how to solve it. The docs knowledge base feature in Help Scout includes easy management for 5 branded sites, CSS for your brand, custom domain, private collections, mobile-friendly version, help desk integration, unlimited data storage, collision detection, revision history, multi-language translation, related articles, and integrated search. You can build the knowledge base for your company and minimize the amount of support tickets that you receive from your customers.
The email integration feature provides an easy integration between the Help Scout platform and your email address. In this way, you will be able to respond to the support tickets via your email, without having to log in to your Help Scout dashboard. This feature includes email notifications, the ability to update your conversation remotely, the ability to forward emails to your Help Scout account and turn them into support tickets, and prevent duplicate replies that might be delivered to the same customer.
Security & Reliability
Help Scout is fast, secure, and reliable. This software runs on a protected SSL encryption that will ensure the best security for your company. It also has Level 1 PCI compliance, which means that your payment will be stored in a secure encrypted algorithm. It is also HIPAA and US-EU Safe Harbor compliant. The system has been tested independently and it consistently has 99.95% uptime, which includes regular maintenance. In short, the service is secure and reliable for any business to use.
Scout provides a secure and reliable support desk software for you to
build a good communication with your customers. The pricing plan is
simple, and you only have to choose one simple plan in order to use the
full features of this software. It will allow you to manage multiple
brands in one account, which will help you to simplify the way you run
your business. So, this help desk software is recommended for you to use
if you want to have a simple platform to manage all your customer
conversation in one place, as well as build a better relationship with