What Is Help Scout?
Help Scout is a simple HIPAA accusation help desk generally focused on email. It provides customer support, a knowledge base, customizations, email integration, satisfaction ratings, mobile apps, and more.
Unlike Zendesk, famous among medium and big businesses, Help Scout is a beloved choice of small companies and startups.
Advantages Of Help Sout
Help Scout enhance various benefits that make it stand out among its peers in the helpdesk software section.
Intuitive Interface – Consumers approve of Help Scout’s clean and consumer-friendly interface, making location and utility perfect.
Efficiently reporting – it provides rigid reporting features, aiding in data-driven decision-making processes and achievement analysis.
Seamless integrations – Help Scout combines well with other software solutions, benefitting a united and practical workspace.
Outstanding user service – Help Scout’s user service ID continually and responsive, ensuring consumer queries and errors are quickly addressed.
Here are all the features and actions:
- Authorize all conversations in your folders.
- Reply to users and add Cc/Bcc to monitor everyone in the loop who must be.
- Start recent discussions with users.
- Respond to continual questions with saved Replies.
- Acquire notifications about new conversations.
- Log in using the Google account associated with Help Scout.
- Incorporate by adding notes to conversations.
- Assign conversations to group members.
- Change conversation position.
- Tag conversations.
- Proceed conversations between mailboxes.
- Onwards conversations outside of Help Scout.
1. Shared Inbox
Help Scout’s shared inbox is a better different to a give-out list, group Gmail or Outlook mailbox. It enables your teams to work together simply and transfer unusual email support.
- Use unrelated mailboxes to manage all user conversations (support tickets) across distinct groups, email addresses, and brands.
- Combines with groups that look like a regular email.
- Offer templates that look like a daily email.
- Access user’s complete profiles, involving their account histories and fast links to other internal systems.
2. Customer Service CRM
You can use Help Scout to preserve and organize data. Here are its CRM features:
- Search, sort, and organize user profiles.
- Auto-update user data.
- Merged with +50 integrations or manufacture your app. Concerning CRM, a deserving note is that you shouldn’t consider Help Scout as a Salesforce or Zendesk different. It’s because Help Scout is more about organizing emails through a shared inbox.
3. Live Chat
Help Scout provides an enclosed widget called Signal to add to your site.
- Provide users-approved content based on the pages they are looking at.
- Control escalation by allocating a conversation to others.
- Choose one of three distinct modes: self-service, neutral, and ask first for personalized user experience.
- Use signal JavaScript API to make it brighter.
4. Help Desk Reporting
Help Scout offers you six distinct types of reports: email, chat, phone, company, happiness, and docs.
- Filter data by mailbox, tag, folder, user platforms, or conversation type.
- Add or edit views at any time while evaluating a report.
- Check critical metrics like reaction and resolution metrics.
- Updated reports in actual time.
- Share the report with another Help Scout group member.
- Trade reports to CSV or XLSX.
5. Tickets And Messages
Each new discussion can be distinguished as a ticket. You can put user details in, assign a subject, find Help Centre documents, and write your message. You can modify the status of each ticket and allocate them to individuals in your management.
6. Chat Options
With Help Scout, you can choose whether your live chat is devoted to talking with users, sending targeted messages, or indicating Help Centre Documents. Provisional on you of companies and the support groups that you have accessible, you can select the option that puts less strain on your group.
7. Streamlined Communication With The Customer
Help Scout benefits fast and easy communication users, enabling companies to offer customers flexible and expert service through various channels. Users will not have to wait in queue or go through a complicated process to receive assistance from an agent. Consumers can simply encounter solid and human user support using Help Scout, which may make for a nice experience and lead them to recommend the consumer’s products to other potential consumers.
8. Automation And Workflows
Help Scout quickly recurring tasks and improve flexibility through automation and personalized workflows. Consumers can set up rules and triggers to automate activities, such as allocating tickets to specific team members, categorizing messages, and sending determined responses. It not only saves time but also ensures that user queries are sent to the dispatched right personnel immediately. The capability to generate user workflows enables management to outfitter their user support procedures to match their unusual needs, maximizing effectively and consistently in controlling user requests.
9. Knowledge Base And Self-Options
Help Scout benefits the creation and repair of a complete knowledge base and authorizes users to find answers to general questions independently. This self-service characteristic not only minimizes the workload on support groups but also improves the overall user experience by offering accessible solutions. Management may create articles, FAQs, and documentation to address common mistakes, and users can easily access this information via a designated and user-friendly interface. It cautions against not just deciding users’ questions quickly, but also encouraging consumers to become more self-sufficient, hence increasing user happiness.
10. Docs
Docs is a component of the Help Scout user service platform. Docs is a consumer-friendly, easy-to-use understand-base software that lets you generate related comprehensive base articles in minutes using a text editor with various formatting options.
Docs enable support agents to share links to understand base articles directly between emails without the problem of copying and pasting separately, which minimizes response times considerably. Docs support SEO-driven content, so your users are just an easy find away from your answers.
