Launched in April of 2011, Help Scout is an innovative web-based help desk solution that helps small businesses or small teams within larger organizations better manage their customer relationships. With Help Desk, businesses have a scalable, user-friendly way to offer personal, timely customer support that fosters a real, successful relationship between the company and its client base.
Help Scout is unique in that it's not visible to the customer. It's been designed to look just like a personal email - there are no ticket or case numbers or impersonal templates to manage. The shared inbox ensures that nothing slips through the cracks. It also makes the software easy to install and utilize; there aren't any forward-facing areas to design and manage, users simply create a mailbox. There are no templates to customize and no complex functions to automate.
There are a few features that we really like. To improve team collaboration, Help Scout lets users see what emails are being addressed in real-time so that team members don't respond to the same customer twice. Users can also assign conversations instead of forwarding them, making sure all issues are addressed in a timely manner and nothing goes missing.
Help Scout searches online for customer's public profiles and pulls photos, contact information and demographic data, recognizing that their social profiles (Twitter, LinkedIn) often provide additional visibility into their needs. It also shows all their previous conversations with other members of your team.
Help Scout is suitable for a number of industries and is an especially great fit for online retailers or software companies with support teams of anywhere from 2 to 30 people.
AndrÃ© from Oceans HQ LLC
Date: May 2012
Help Scout is a fantastic customer support product that has become integral to our business. The 'invisible' help desk approach enables us to provide personalized support - something our customers respect, and has also enabled us to close more sales by converting our 'support service' into a revenue engine. On top of providing an exceptional product, the Help Scout team is responsive to feedback and they provide exceptional support themselves.