Rather than have their own individual inboxes, Help Scout provides shared inboxes for each of my employees. If one is sick, out of the office, or otherwise busy, it only takes a moment for another employee to get the full history of a conversation and pick up right where the previous employee left off.
Such easy collaboration is only the beginning. Helpscout is easy to set up and start running and those benefits are immediately apparent. After having used it for years, I can attest to the other strengths of Help Scout:
Teams: set up and manage teams inside of Help Scout. Don't have just one person that can handle a situation, but instead a group? Assign it to all of them at once.
Folders: Quickly organize folders of information or tickets in your inbox
Workflows: Create basic automations that go hand-in-hand with teams and folders. Automatically tag emails based on certain keywords, funnel to the proper teams, create follow-up systems, and more. We've used our workflows extensively to track customer issues so we can stay on top of an issue and check in with the customer after it's complete.
Saved Replies: With just a few clicks, send a well-worded reply to a customer with automatically populated data. Saves enormous amounts of time.
Extensive metrics and reporting: In conjunction with our own internal reporting, Help Scout helped us realize years ago that we were missing high sales times when we needed to have representatives available to help customers.
Docs, Beacon, and More: Help Scout provides a wide arrange of other tools: Docs to help provide data to users, either internally or externally; Beacon to help chat with customers, provided targeted replies, and more; Integrations with other software to improve the flow of information; and so much more.