Help Scout vs. Sugar Serve

Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.

Incentivized

Sugar Serve is best to be used for medium and large businesses. It helps you to understand your customers' moods. Its mood survey is the best thing that I can get from any other tool. It helped me to understand the customer's mood and on that analysis, I can discuss the problem and can help them accordingly. It just needs to add more auto-messages or gifs.

Incentivized

• Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
• The email newsletter.
• They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
• Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.

Incentivized

• Customizable messages.
• Mood survey.
• Auto response.

Incentivized

• It is a bit slow sometimes, but not very often.
• I've noticed more network errors with their server in the past year.
• Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.

Incentivized

• The interface that works with other systems is not ready, it lacks extensibility by default.
• It necessitates the presence of a responsible someone with some programming skills.
• The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.

Incentivized

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.

Incentivized

Help Scout is a great solution for support teams. There are many articles and webinars to help you learn how to use Help Scout. There are also many features to help make your workflows easier and more efficient. I would readily recommend Help Scout to any small or medium-growing support teams.

Incentivized

This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both). We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was ugly, slow, using the interface was very non-intuitive and the prioritization was hard. I have to say this was more than a year ago, so probably they have changed, but anyway. Zendesk is very expensive considering the features are almost the same AND the chat app needs to be paid separately. As chat we used Tawk.to, it was functional but metrics were not that good and it was buggy at times. Comparing Help Scout with their competitors, at least for us, made it a no-brainer to hire them. The price was very attractive considering the amount of features, the great support and the quality of the app. I don't regret my decision at all because Help Scout, unlike other helpdesk companies, tries to have their app "smart" and not a big, corporate thing piled with features. It does what it needs, it's easy to use and helps you achieve your goals regarding support for your customers.

Incentivized

At the enterprise level it has facilitated our decision-making, as it allows us to visually capture the big picture and eliminates complicated management requirements. Sugar Serve ensures organizational integrity by allowing us to present it across multiple departments and work together, sharing information accurately. The advantage of being able to customize and improve each time depending on the application allows us to carry out specifications in some departments.

Incentivized

• We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.

Incentivized

• The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
• It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
• It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration

Incentivized