Sound Healing LAB review for Help Scout

Aug. 25, 2023

In general, the system for handling customer inquiries through ticketing is effective and straightforward. However, the integration with Shopify leaves much to be desired. While working in the Help Scout, the sidebar only displays a some order numbers and totals, without providing information on shipping addresses, tracking, or customer extra details. To access this information, you must leave the Help Scout platform and open a new window. Additionally, the integration does not support the installation of Live Chat (Beacon). You need to install the script manually through the theme files, and the loading speed is slow. A better way to do it is via the Shopify Scripts integration that is available for themes 2.0. You can't use "Secure beacon" to identify users and store their information for future reference. To integrate with Shopify properly, a developer must be hired, and the Help Scout API must be learned, according to a Help Scout representative. I wish this specific Shopify App by Help Scout would have been updated with more features.