What is the difference between Email Collaboration (FrontApp) and Help Desk Software (HelpScout) ?
We are three in our team with 100s of customers. We get a handful of email daily and would like to have a system that will empower our customer service.
Looking at HelpScout and FrontApp, I don't know which one to go with. I don't even understand the difference.
One is called Helpdesk and the other is called email collaboration software.
Can anyone explain the difference between help desk and email collaboration tool. Seems both can be used to service customers.
Oh, I actually use both of these tools! For different businesses!
Both of these tools do essentially the same thing, in largely the same way. Front has some more bells and whistles, but we don't use 90% of them. Front is constantly redesigning things (which my team finds annoying, not refreshing). Helpscout seems a bit more reliable, but it has shortcomings too (like it's search is strange and often doesn't find things that I know are in the archive).
I'd say that the terminology is mostly interchangable, where "email collaboration" is trying to create and own a term as opposed to joining the use of a well known one like help desk software.
Thank you for your answer. Now I am cleared about the confusion
Using HelpScout right now but am looking at Reamaze. Also checked out Front App.
These are all effectively the same kind of app. Shared email inbox to serve customers.
A help desk software can utilize things such as self service which will guide customers towards potential solutions and in the long run reducing the amount of duplicate issues being raised (e.g. if they start creating a ticket saying How do I reset my password? You may have a knowledge base article explaining the steps) whereas email collaboration allows multiple users to work on the issue once it has been raised. This approach could be more useful in Professional Services work where no 2 jobs being raised are the same.