Help Scout Mobile App Reviews: Mixed Feedback on Functionality and Stability
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Help Scout Mobile App Reviews: Mixed Feedback on Functionality and Stability

Explore In-Depth Customer Feedback Analysis for Help Scout

Help Scout's mobile app receives mixed reviews from users, indicating significant issues with stability and functionality. While many appreciate features like tagging conversations and internal notes, others report persistent crashes, lack of essential tools, and inadequate customer support. Users express frustration over missing features such as chat notifications and the inability to manage multiple accounts seamlessly. The app's responsiveness is also criticized, with several users experiencing slow load times and difficulties in sending messages. Despite some positive feedback highlighting its usefulness for on-the-go responses, many reviewers urge for improvements to align the app's capabilities with the desktop version.

Source: App Store Reviews of Help Scout

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Customer Feedback Analysis of Help Scout

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Custom Date - Mar 12, 2025
Popular Phrases (limited preview)
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  • App needs work to be useful

    It’s very barebones, missing a lot of the features I need. Also is buggy and needs to be deleted and reinstalled periodically.

    Sentiment
    • Negative
    Content
    • Usability Issues
    Dec 29, 2024
  • Home Screen is horrible

    The Home Screen with the inboxes needs to be better utilized. It’s really not useful and annoying. No Apple Watch app. No dark mode.

    Sentiment
    • Negative
    Content
    • Usability Issues
    Nov 06, 2024
  • They’re making it better

    It’s a decent app. But it needs some improvements:
    Dark mode (at night it’s blinding).
    Popable notifications (to see more detail)
    Easier way to update custom fields
    Sidebar app access
    Linking to docs

    Sentiment
    • Positive
    Content
    • Feature Requests
    Nov 20, 2023
  • Slow and unintelligent

    The app is not very responsive. It’s slow to load information and meds to be closed/reopened frequently. Unable to initiate workflows through the app. Overall, it’s like using email tech dated back to 2005.

    Sentiment
    • Negative
    Content
    • Performance Problems
    Oct 10, 2023
  • Notes crash

    The notes crash if you use and emoji and I couldn’t send any tech notes through the app cause it won’t let you send feedback.

    Sentiment
    • Negative
    Content
    • Performance Problems
    Jan 28, 2023
  • Why no chat?!?

    Chat should be the most important feature in the iOS app, but for some reason it is completely missing. Emails can wait, but chat needs immediate response. Why?!?

    Sentiment
    • Negative
    Content
    • Mobile Features
    Mar 08, 2021
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Sentiment Analysis (limited preview)
-30 Net Promoter
Score
Popular Topics (limited preview)
Languages (limited preview)
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  • This page displays purchase options and a preview of the customer feedback analysis report for Help Scout based on online reviews collected from App Store. The analysis helps Customer Support Managers, Product Managers, Mobile App Developers, User Experience Designers, Digital Marketing Specialists to discover insights into what people love, dislike, and need.

  • This report contains qualitative analysis with Net Promoter Score, Sentiment Analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF and PowerPoint formats, and all the reviews are available in Excel.

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