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Conheça Help Scout

O Help Scout é dimensionado como qualquer outro suporte técnico, mas a experiência do cliente parece personalizada como e-mail. O Help Scout é ideal para empresas de todos os tamanhos e dá suporte a empresas com mais de 500 usuários. Os recursos organizados do Help Scout mantêm equipes de qualquer tamanho na mesma página. Com a melhor geração de relatórios da categoria, base de conhecimento integrada, API robusta, uma grande quantidade de integrações e aplicativo gratuito para iPhone para oferecer suporte a clientes em trânsito, o Help Scout permite que a equipe se concentre no que realmente importa: os clientes.

Quem usa Help Scout?

Empresas, pequenas e grandes, que insistem em oferecer uma agradável experiência ao cliente. São 8.000 clientes em mais de 70 países, incluindo Basecamp, Buffer, GrubHub, AngelList e Timbuk2.

Help Scout Software - 1
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As barras de classificação verdes mostram o produto vencedor com base na nota média e no número de avaliações.

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Avaliações do Help Scout

Pontuação média

Geral
4,6
Praticidade
4,7
Atendimento ao cliente
4,7
Recursos
4,3
Relação qualidade/preço
4,4

Avaliações por tamanho de empresa (funcionários)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Encontre avaliações segundo pontuações

5
68%
4
27%
3
5%
Abraham
Abraham
Social Media Manager & Administrative Support, Filipinas
Usuário do LinkedIn Verificado
Mineração e metais, 2 - 10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Great for Basic Customer Support

5,0 há 2 anos

Comentários: 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.

Lillian
Lillian
Human Resources Generalist, EUA
Usuário do LinkedIn Verificado
Hospitais e Saúde, 10 000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Help Scout is the most effective method of providing assistance

4,0 há 8 meses

Comentários: Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace.

Vantagens:

Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.

Desvantagens:

The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços ao consumidor, 51 - 200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Good for a temporary fix.

3,0 há 2 anos

Comentários: It's a good basic system. If you are looking for a ticket system this is a great choice.

Vantagens:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Desvantagens:

Our business needed customer management and HelpScout was not a good solution for that.

Sam
UX Designer, EUA
Telecomunicações, 11 - 50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Excellent Service

5,0 há 4 meses

Comentários: Overall I really like the service and team I interact with. I have good feelings about HelpScout and like that they feel like a smaller more personal service for our size company.

Vantagens:

They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

Desvantagens:

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Dwi
Customer Success Manager, Austrália
Serviços financeiros, 11 - 50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

A great help desk platform

5,0 há 10 meses

Comentários: It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand.

Vantagens:

Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects.

Desvantagens:

While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios.