The App Itself
Since they focus on email, most of your customers won’t even see you’re using it. Messages to your customers look just like regular email. That means your customers won’t need to learn some complicated support tool just to get help. On your team’s side, you’ll be able to set up customer profiles as expected. It’ll keep track of the past conversations you’ve had with them. Adding notes to a case works just like you would expect, which will let you communicate with your team without the customer seeing those notes. Being focused on email with this app means that you won’t be using this for other support channels like Twitter or Facebook. That can be a pretty big drawback if you’re using those channels aggressively. But if you’re just using email, this app’s great.
One thing I love about the Help Scout team is their focus on helping you get better at customer support. It’s something that led me to work with them when releasing my own guide for writing better emails. Their resources page is top-notch. From ebooks to guides to online classes, they help you know your customer better, which means you can support them better. Win-win for everyone.
They’re really generous with their entirely free plan. It’s 3 users, one mailbox, and comes Help Scout branded. But it’s free so that’s a good trade-off there. Beyond that, it’s really simple. Each user is $15 per month. Unlimited emails, unlimited storage, a plethora of integrations, and free support from their great support team.
A solid contender in the support app space. The app’s great for focusing on email support. The support team behind it is fantastic. Go check it out for yourself here.