What do you like best?
I love the fast and good support. Usually I get a response the same day, frequently within 10-20 minutes with a legit answer (not a "we've received your email..."). Some things obviously take longer, but they strive in being attentive.
They know when to apologize. There was one day in particular when the system had a very bad day and I was pulling my hair out trying to serve my own customers...At the end of it, we all got an email from one of the founders 1) apologizing and promising to make things right. And his promise held—things were made right.
*Quick note on above: I've been using Helpscout for a year now and had three days where it wasn't 100% uptime. Two times it was minimal and most of my team didn't notice, the above mentioned one was the bad time. In speaking with other SAAS businesses, Helpscout's uptime is amazing (others are happy if they only have 2-3 days a month with issues).
Lastly, they've built a great, simple product that doesn't require a ton of learning.
Totally read their blog, articles, and ebooks. With a complete career change, I needed much and Helpscout's been able to deliver the training capacity for learning to build and train a support staff.
What do you dislike?
As intuitive as it is, it can be much more intuitive. There are customizations that are hard to either locate or figure out what they affect. There are also user settings (admin and non) which aren't clearly notated or described, so some of the things that'd be helpful that are only available to admin have actually caused questions/issues with my own customers (because my team didn't have access to X).
Reports are pretty good, but they can be way better. Comparing current period to prior period is a great lift, but there are so many other things that'd be great to prepare. Unless you are or have access to an engineer that has spare time to put in webhooks and suck down data, there's not an easy or simple way to look at multiple periods for trends and use it for analysis.
Recommendations to others considering the product
Do their demo. Then call them and talk to them. Then try their support, they're quick—and it's not because you're a prospective client either!
What business problems are you solving with the product? What benefits have you realized?
We needed a collaborative basis to communicate with customers, resolve questions, issues, needs, track customer conversations, and an amazing tool that can be easily used and picked up by remote employees all over.
It has seriously helped us advance our support to our own customers and has made our customers raving fans because of it's stability, reliability, and training with how to serve and honor customers.
It's been beneficial to us with tracking, recording, corresponding externally and internally re: different tickets. It's one source, it provides the basic reporting to know where we stand with customers, we can tag and track different types, search for delighted and happy customers to use for marketing efforts, and so much more.
Definitely recommend it.