Sobre Help Scout

Help Scout es un software de help desk y atención al cliente para empresas de todos los tamaños. Los usuarios pueden trabajar fácilmente entre departamentos o administrar varios productos/marcas desde una sola cuenta. Help Scout ayuda a que las tareas repetibles se realicen fácilmente con flujos de trabajo. Incluye un sistema de automatización sencillo basado en la lógica if/then. Las funciones de colaboración mantienen a todos en la misma sintonía.

La función de detección de colisiones permite a los usuarios ver en tiempo real quién está accediendo o respondiendo. Con las notas y menciones, los usuarios pueden colaborar de forma privada. Usa el etiquetado para clasificar conversaciones o activar automatizaciones y aprovecha las respuestas guardadas para acceder en un par de clics a las respuestas más comunes. Help Scout permite a los usuarios automatizar todas las acciones, enviar respuestas masivas y crear carpetas personalizadas.

La creación de informes y las analíticas permiten a los usuarios medir el rendimiento del equipo, detectar tendencias para evitar problemas y supervisar la felicidad del cliente, todo ello sin abrir una sola hoja de cálculo de Excel. Help Scout se integra a la perfección con servicios como Olark y Snap Engage para almacenar automáticamente cada chat en el perfil del cliente. La solución es compatible con más de 50 servicios de buzón de voz.

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Estados Unidos, Canadá, Reino Unido, Australia, China y otros 5, India, Japón, Alemania, Brasil, México

Idiomas admitidos

Inglés

Imágenes

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
Ver 11 más
Vídeo de Help Scout
Captura de pantalla de Help Scout: Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account Captura de pantalla de Help Scout: Mailbox Folder Captura de pantalla de Help Scout: 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. Captura de pantalla de Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Captura de pantalla de Help Scout: Knowledge Base: Empower your customers to find answers when they need them Captura de pantalla de Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Captura de pantalla de Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Captura de pantalla de Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Captura de pantalla de Help Scout: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Captura de pantalla de Help Scout: iOS App

Funciones

Características totales de Help Scout: 62

  • @menciones
  • API
  • Acciones activadas por evento
  • Actualizaciones en tiempo real
  • Alertas de móvil
  • Análisis de tendencias
  • Asignación de clientes potenciales
  • Autenticación de dos factores
  • Base de datos de clientes
  • Campos personalizables
  • Categorización
  • Chat
  • Conformidad con PCI DSS
  • Conformidad con la ley HIPAA
  • Creación de informes de productividad
  • Creación de informes en tiempo real
  • Creación de informes y estadísticas
  • Distribución automática de clientes potenciales
  • Envío masivo
  • Espacio de trabajo colaborativo
  • Etiquetado
  • Filtrado de datos
  • Flujo de trabajo configurable
  • Funcionalidad de búsqueda
  • Gestión de alzadas
  • Gestión de bandeja de entrada
  • Gestión de comentarios
  • Gestión de documentos
  • Gestión de flujos de trabajo
  • Gestión de modelos
  • Gestión de permisos
  • Gestión de tickets de soporte
  • Gestión del rendimiento
  • Grabación de llamadas
  • Herramientas de colaboración
  • Historial de cliente
  • Importación y exportación de datos
  • Informes de rendimiento
  • Informes de síntesis
  • Integración de CRM
  • Integración de asistencia técnica
  • Integración de correo electrónico
  • Integración de terceros
  • Integración móvil
  • Mensaje de voz
  • Mensajería instantánea
  • Modelos personalizables
  • Notificaciones automáticas
  • Notificaciones de escritorio
  • Plantillas de correo electrónico
  • Priorización
  • Recepciones
  • Recopilación de comentarios
  • Seguimiento de llamadas
  • Seguimiento de tickets de soporte
  • Seguimiento del historial
  • Seguridad SSL
  • Supervisión en tiempo real
  • Valoraciones y reseñas
  • Varias cuentas de usuario
  • Varios departamentos y proyectos
  • Vistas filtradas

Alternativas

Zendesk

4,3
#1 alternativa a Help Scout
Zendesk es una solución de software de atención al cliente basada en la nube y en la que confían más de 40 000...

LiveAgent

4,7
#2 alternativa a Help Scout
LiveAgent es una solución de mesa de ayuda basada en la web que permite la gestión de tickets de asistencia desde...

Comm100 Live Chat

4,7
#3 alternativa a Help Scout
Comm100 Live Chat potencia las interacciones en tiempo real a través de la web, mensajería y dispositivos móviles.

JivoChat

4,5
#4 alternativa a Help Scout
JivoChat es un software de chat en vivo que ofrece widgets personalizables web y móviles con 20 opciones de idioma y...

Opiniones

Calificación general

4,7 /5
(164)
Relación calidad-precio
4,6/5
Funciones
4,3/5
Facilidad de uso
4,7/5
Asistencia al cliente
4,8/5

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Mostrando 5 opiniones de 164
Greg H.
Calificación general
  • Sector: Veterinaria
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Completely changed our business - for the better

Revisado el 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.

Puntos a favor

- 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

Puntos en contra

- 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.
Calificación general
  • Sector: Impresión
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Great customer focused company to work with!

Revisado el 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.

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.

Puntos en contra

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.

Usuario verificado
Calificación general
  • Sector: Educación superior
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Probabilidad de recomendación 8.0 /10

Great for small teams!

Revisado el 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.

Puntos a favor

-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.

Puntos en contra

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

Sara Y.
Calificación general
  • Sector: Gestión de organizaciones sin ánimo de lucro
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Help Scout helps out

Revisado el 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.

Puntos a favor

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.

Puntos en contra

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.

Shaun V.
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Stellar Support Tool for SaaS companies

Revisado el 13/7/2019

We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help...

We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have.

Puntos a favor

Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier.

We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible.

The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies.

Puntos en contra

To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from).

While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end.

Mostrando 5 opiniones de 164 Todas las opiniones

Preguntas frecuentes sobre Help Scout

He aquí algunas preguntas frecuentes sobre Help Scout.

Help Scout ofrece los siguientes planes de precios:

  • A partir de: 10,00 US$/mes
  • Modelo de precios: Suscripción
  • Prueba gratis: Disponible

No tenemos información sobre las características de Help Scout

Los clientes habituales de Help Scout son:

Empresas pequeñas, Empresas Grandes, Administraciones públicas, Sin ánimo de lucro, Trabajadores autónomos, Empresas medianas

Help Scout admite los siguientes idiomas:

Inglés

Help Scout admite los siguientes dispositivos:

Android, iPhone, iPad

Help Scout se integra con las siguientes aplicaciones:

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

Help Scout ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo

Categorías relacionadas

Ver todas las categorías de software encontradas para Help Scout.