Help Scout

4,6 (221)
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Suporte técnico na Internet, criado para melhorar a experiência do cliente

Sobre o Help Scout

O Help Scout é um software de atendimento ao cliente e suporte técnico para empresas de todos os tamanhos. Os usuários podem atuar sem dificuldades nos diversos departamentos ou gerenciar vários produtos/marcas usando uma única conta. O Help Scout ajuda a eliminar tarefas repetidas dos fluxos de trabalho, oferecendo um sistema de automação simples baseado na lógica condicional se/então. Os recursos de colaboração mantêm todos a par dos assuntos.

Com o recurso de detecção de colisão, os usuários podem ver quem está visualizando ou respondendo em tempo real, além das notas e menções com @, que permitem que os usuários colaborem de forma privada. Os usuários podem usar a marcação para categorizar conversas ou acionar automações, além de usar as respostas salvas para, com dois cliques, obter acesso às respostas mais comuns. Com o Help Scout os usuários automatizam todas as ações, enviam respostas em massa e criam pastas personalizadas.

Com os relatórios e análises oferecidos, é possível medir o desempenho da equipe, identificar tendências para evitar problemas e monitorar a satisfação do cliente, tudo isso sem abrir uma planilha do Excel. O Help Scout se integra facilmente a serviços como Olark e Snap Engage, para que todos os chats sejam armazenados automaticamente no perfil do cliente. O serviço já oferece compatibilidade com 50 serviços de correio de voz.


Imagens

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Help Scout

4,6 (221)
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Preço inicial

55,00 US$
mês
7,53 US$
mês

Opções de preços

Versão gratuita
Versão de teste gratuita
Versão gratuita
Versão de teste gratuita

Recursos

72
163

Integrações

80
38

Praticidade

4,7 (221)
4,1 (15 132)

Relação qualidade/preço

4,4 (221)
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Atendimento ao cliente

4,6 (221)
4,2 (15 132)
As barras de classificação verdes mostram o produto vencedor com base na nota média e no número de avaliações.

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Avaliações

Classificação geral

4,6 /5
(221)
Relação qualidade/preço
4,4/5
Recursos
4,3/5
Praticidade
4,7/5
Suporte ao cliente
4,6/5

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Exibindo 5 avaliações de 221
Abraham
Abraham
Classificação geral
  • Setor: Mineração e metais
  • Porte da empresa: 2 - 10 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Great for Basic Customer Support

Avaliado em 31/10/2021

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though...

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Vantagens

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product.

I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer.

There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Desvantagens

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

Laurène
Classificação geral
  • Setor: Software
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Help Scout is great for small teams looking for a simple and inexpensive shared inbox

Avaliado em 05/09/2022

Help Scout is a great option for small to medium teams who do not want and overly complicated and...

Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.

Vantagens

Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.

Desvantagens

I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.

Alternativas consideradas

Intercom e Zendesk Suite

Razões para escolher o Help Scout

Gmail doesn't work well as a shared inbox.

Software anterior

Gmail

Razões para mudar para o Help Scout

Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper.
Avaliador Verificado
Classificação geral
  • Setor: Software
  • Porte da empresa: 501 - 1 000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

Email-Centric Ticket Management

Avaliado em 09/06/2023

Vantagens

HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.

Desvantagens

HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media.

Jakub
Classificação geral
  • Setor: Software
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

One of the best products I've ever used

Avaliado em 22/09/2022

It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips -...

It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!

Vantagens

It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me.

In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.

Desvantagens

That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.

Alternativas consideradas

Intercom

Razões para mudar para o Help Scout

The entire experience was 10x better in Help Scout :)
Celeste
Classificação geral
  • Setor: Impressão
  • Porte da empresa: 11 - 50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Great customer focused company to work with!

Avaliado em 12/08/2019

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher...

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Vantagens

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Desvantagens

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

Alternativas consideradas

Zendesk Suite

Razões para mudar para o Help Scout

At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team.
Exibindo 5 avaliações de 221 Leia todas as avaliações

Perguntas frequentes sobre o Help Scout

Abaixo estão algumas perguntas frequentes sobre o Help Scout.

O Help Scout oferece os seguintes planos de pagamento:

  • A partir de: 55,00 US$/mês
  • Modelo de preços: Versão gratuita, Assinatura
  • Avaliação gratuita: Disponível

Os clientes habituais do Help Scout são:

11 - 50, 51 - 200, 201 - 500

O Help Scout está nos seguintes idiomas:

inglês

O Help Scout é compatível com os seguintes dispositivos:

Android (celular), iPhone (celular), iPad (tablet)

O Help Scout se integra com os seguintes aplicativos:

ActiveCampaign, Aircall, AppFollow, Asana, BriteVerify, Campaign Monitor by Marigold, Capsule, Census, ChannelReply, ChargeDesk, Chatra, Churn Buster, ChurnZero, CircleLoop, Clockify, Close, CloudTalk, Constant Contact, Cordless, Cyfe, Databox, Everhour, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, Fullstory, Geckoboard, Gmail, Google Sheets, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Intercom, Jira, JustCall, Kissmetrics, Klaviyo, Linear, LiquidPlanner, Mailchimp, Make, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Starter, Savio, Segment, Shopify, Slack, Smith.ai, Supademo, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Uncanny Automator, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zendesk QA, elevio, iorad, unitQ

O Help Scout oferece as seguintes opções de suporte:

Email/Help Desk, Base de conhecimento, Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para Help Scout.