Providing excellent customer service is one of the keys to developing a positive reputation for your business, and Help Scout is a web-app that can make that happen. The difference between Help Scout and the dozens of other online help desk solutions is that Help Scout is both seamless and invisible. Companies that use Help Scout can automatically answer their customers’ questions through messages that look like personal email threads.
Setup a catchall email address—like [email protected] or [email protected] yourcompany.com, for example—or just forward all of your company’s incoming queries to a unique Help Scout address. When a customer request is sent your way, Help Scout will automatically reply to confirm you received the message. You can then log on to see the messages that have come in at any time. Based on the contents of a message, you can select a canned response with instructions to answer whatever the customer’s question may have been or type out a long-form response of your own. One of the unique things about Help Scout is its email integration, which lets users update tickets, add to conversations, and communicate with customers without having to log into the site. For people who are logged in, Help Scout offers real-time updates that let support staffers see when two people are viewing a message at the same time, to decrease the chances of a double-reply. It also lets users assign conversations to specific staffers, which is useful in cases where a question is complex or technical in nature.
To help expedite the process of replying to queries, Help Scout creates customer profiles. These profiles include a customer’s contact information, previous emails or conversations with support staffers, and links to any of his or her social networking accounts. All this information is automatically imported, which means customer profiles will populate with zero effort on your employees’ behalves.
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