Help Scout

March 15, 2024

Not compatible with Shopify checkout extensibility

March 7, 2024

Helpscout is a great platform, but their integration with Shopify has a ways to go. The functionality missing specifically with Shopify is 1) showing customer and order TAGS in the side bar integration area 2) the ability to link to products you sell in your responses. Both of these are pretty simple and table stakes with other platforms, Re Amaze/Gorgias. Other functionality we know they are working on is integrating their AI tool, which is currently not integrated, but coming soon. We are waiting until a few more of these items are live before we migrate.

March 6, 2024

Friendly user

March 6, 2024

Der gemeinsame Posteingang ermöglicht es allen Mitarbeitern, schnell die E-Mails zu finden, die sie adressieren sollen oder E-Mails an andere abzugeben. Dadurch, dass alle Zugriff auf dieselbe Inbox haben, kann man Arbeits- und Kommunikationsaufwand sparen, außerdem ist es manchmal hilfreich, eine E-Mail-Adresse angeben zu können, in der Spam besser erkannt wird und man nicht unbedingt gleich seine persönliche E-Mail angeben möchte. Help Scout bietet zudem eine Reihe von Berichten, mit Hilfe derer wir Effizienz und Qualität messen können, sowie Trends besser erkennen. Es besteht die Möglichkeit, Tags zu verwenden und auch diese dann zur Sortierung und Auswertung zu nutzen. Der Aufwand, er zu Beginn für die Einarbeitung anfällt, ist schnell amortisiert: Die Funktion, private Notizen hinzuzufügen, die nur intern sichtbar sind, sowie die Möglichkeit, vorangegangene Konversationen mit derselben Person einsehen zu können, erleichtern den Arbeitsalltag ungemein, ganz abgesehen von der Nutzung vorab gespeicherter Standardantworten. Gerade letztere hilft auch dabei, dass neue Mitarbeiter schnell einsatzfähig werden und weniger Zeit benötigen, um qualifizierte Antworten senden zu können. Für diejenigen, die mehr als einen HS-Posteingang benutzen, ist es zudem möglich, die Konversationen einzusehen, die eventuell mit anderen Abteilungen des Unternehmens bereits stattgefunden haben, und Notizen können abteilungsübergreifend im Kundenprofil hinterlegt werden. Wir nutzen auch sehr gerne automatische Workflows, z. B. für Abwesenheiten, und Help Scout sorgt dafür, dass diese jeweils nur intern verschoben werden und der Kunde seine Antworten direkt erhält, ohne sich mit Abwesenheitsnotizen und Weiterleitungen abgeben zu müssen.

March 5, 2024

March 5, 2024

Smooth integration that doesn't get in the way. That means 5 stars. We love HelpScout and now our client's order history is on the same page as their support page! Without our client needing to inform us of the order number, for example, Helpscout immediately informs us of the order with the ability to reimburse clients WITHOUT moving to a different tab or page.

March 5, 2024

Feb. 29, 2024

Been using Helpscout for almost a decade and it's been awesome. I love its simplicity and how it keeps the communication to our customers just as normal email (no weird ticket numbers and extra stuff tacked on in the header). Also super nice to have Shopify orders directly linked and embedded in the Helpscout conversations. Highly recommend!

Feb. 21, 2024

Funciona muy bien, un agrado tener toda la información en helpscout para poder dar respuestas más rápidas a nuestros clientes.

Feb. 17, 2024

Love the ease of the new integration features! Would love to see the phrase "Cancel Order" instead of just "Cancel" on the right hand side bar. It get's me every time that I'm canceling out of what I'm doing, not finalizing the order cancellation.

Feb. 11, 2024

La meilleure solution de service client. Nous utilisons Help Scout depuis des années et nous apprécions la simplicité de configuration, mais aussi les nombreuses fonctionnalités.

Feb. 8, 2024

Help Scout has been a really great service and the team has been extremely response to feedback! My only current feedback is with our new authorization features with Shopify. Having the Shopify order accessible directly through Help Scout is great except we aren't able to leave comments/notes in the Shopify order via that side bar. It would be extremely beneficial to have the ability to quickly leave comments/notes on the order as that is how our customer service team maintains a communication history for each customer/order!

Jan. 25, 2024

The new Shopify integration has been a game-changer for us! We now have in-app views of customer orders, which includes a list of products, fulfillment info, and tracking links. It eliminates the need to head to Shopify, & saves us a lot of time!

Jan. 24, 2024

Incredibly smooth integration. Allows our agents/management to quickly access required information where we need it most to give customers seamless assistance.

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.

March 15, 2018

We have used HelpScout for a few years now. It allows us to provide email support (and soon, integrated chat) without portal nonsense. We see threads, the customer sees emails. We've not yet used the Docs portion yet but plan to do so after rolling out a website update. The ability to see Shopify order data in the HelpScout interface is awesome. So is Tech Support. The ability to add workflows and saved replies saves a lot of time. We also use Zapier to do things in HelpScout when we get orders/new customers in Shopify. Easiest example: Add a new HelpScout contact when a customer is added to Shopify.

March 14, 2018

This connector eliminates so much time for us in Help Scout but pulling in customer information in the sidebar and linking to all their past orders. Help Scout is the most customer-focused companies I've ever worked with. Keep up the good work!

March 14, 2018

Help Scout helps you make every support interaction more personal and easy to manage. Their app integration is a crucial part of our help desk environment. <3 Help Scout!

March 14, 2018

Love this app. With auto replies, saved replies, work flows, mailbox segregation, and app integration (including Shopify customer profiling), this makes my customer service life 1,000,000X easier. AND I only pay $20 per month! For the time this saves me, I feel like I'm getting away with something with such great pricing.

March 14, 2018

Helpscout is an outstanding help desk tool for small and medium businesses. The Shopify integration is great. It allows me to see (and links to) a customers Shopify order history from within helpscout. It adds great context to customer interactions.