17 anos ajudando empresas
a escolher o melhor software

Sobre mHelpDesk

O software de gerenciamento de serviços mais rápido, mais fácil e de maior valor para automatizar tudo, desde o primeiro contato com o cliente até o pagamento.

Saiba mais sobre o mHelpDesk

Vantagens:

Excellent customer service. It's also cool that I can customize my charges.

Desvantagens:

At times, there seems to be a delay in the connection.

Notas do mHelpDesk

Pontuação média

Praticidade
4,3
Atendimento ao cliente
4,4
Recursos
4,0
Relação qualidade/preço
3,9

Probabilidade de recomendação

8,0/10

O mHelpDesk tem uma classificação geral de 4,3 em 5 estrelas com base em 824 avaliações de usuários no Capterra.

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Filtrar avaliações (824)

Mark
Mark
CEO, EUA
Usuário do LinkedIn Verificado
Usou o software para: Mais de um ano
Fonte da avaliação

Our experience has been extremely positive. No other company would go this far for a customer.

5,0 há 7 anos

Comentários: We are completely cloud-based, completely mobile, our response time has decreased and profits have increased. We have found a vendor/partner that listens. We truly have an integrated product from end-to-end. Service calls/requests for quotes come in, an excellent work product goes out, seamlessly.

Vantagens:

The field app is very strong and that is a must. The admin provides a true workflow experience. The software is as flexible as it can be, provides true integration to QB, and has cut our entry time in half. Our profits are up and communication is vastly improved. The cloud feature fits our Disaster Response plan. Their customer service is the best I have seen and we have tried many.

Desvantagens:

Very little to dislike. They are always improving. I would like to see an inventory module, and Ajax searches would be a real improvement. But overall, they are the "best-in-class".

Resposta do mHelpDesk

há 7 anos

Thank you for sharing your thoughts on mHelpDesk Mark! We are so happy to work with you and VIALARM.

Benjamin
Owner, EUA
Serviços ao consumidor, 2–10 funcionários
Usou o software para: Avaliação gratuita
Fonte da avaliação

Quick Response

4,0 há 5 anos

Comentários: The support team was very quick to answer & respond. Very knowledgeable.

Vantagens:

How quickly their team responded and how when going to the screen to correct the problem I did not lose contact with the agent helping me and/or our conversation.

Desvantagens:

I haven't experienced anything yet to not like about this software. Like any program there's the "getting to know the program stage," and the experience is different for everyone. This is why the customer service department plays an important role. ; But once you get it, the things you can do with Your time that is freed up because of this software.

Resposta do mHelpDesk

há 5 anos

Benjamin, we're thrilled to hear that our Customer Support team was able to quickly answer your questions. We work hard to make sure we resolve customer questions and concerns quickly. Please let us know if there is anything else we can do to help in the future, and thank you for being an mHelpDesk customer.

Leslie
Office Manager, EUA
Arquitetura e planejamento, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Alternativas consideradas anteriormente:

Worst CRM Of All Time

1,0 há 5 anos

Comentários: My experience with MHD has been a headache since day one. Many of the features promised do not work. They try to "trouble shoot" each issue when they arise, but can honestly say they have never actually fixed anything we've had an issue with in the last 10 months we've been using the product.
I have not used anything slower since dial up internet. No one at the company can give us a straight answer as to when fixed will be implemented and everyone gives the run around to save themselves.
My company speaks with them at least 3 days/wk.

Vantagens:

MHelpDesk has made invoicing easier than what my company used in the past. It also allows all client information to be in one place.

Desvantagens:

This is the worst CRM. They have false advertising on their website claiming to be the "fastest, easiest, most powerful field service software." This could not be farther from the truth. Not only is this the SLOWEST software I have ever come into contact with, they also have the worst customer support. No one who works there knows in the ins and outs of the program and they never can give consistent answers. Our company had lost thousands of dollars by implementing this application. It simple DOES NOT WORK in the field. Our company members who use it on devices other than a computer spend HOURS uploading information because the program is so slow. It is an embarrassment to our company when using it in the field and has only been a headache from day one. Do yourself a favor and DO NOT BUY THIS SOFTWARE!

Resposta do mHelpDesk

há 5 anos

Leslie, thank you for taking the time to leave this review. We're very sorry to hear of the challenges you had using mHelpDesk, and we'll be taking this feedback directly to our product and customer support team so we can work on doing better in the future. This isn't the experience we want our customers to have with our product. Thank you again for taking the time to let us know.

Ellen
Office Manager, EUA
Construção, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação
Fonte: SoftwareAdvice

Ease of switching

5,0 há 5 anos

Comentários: A++. Their customer service team answers and solves issues within minutes ! They definitely know their software and ways to make it fit your needs.

Vantagens:

This software was easy to set up, customization was a snap and it has saved so much time in the organization of each call performed and invoicing. It integrates with Quick Books immediately. No more delay in getting the information at your fingertips.

Desvantagens:

I wish there were more reports that could be run and easier to print if necessary

Jamie
Office Manager, EUA
Serviços ao consumidor, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação
Fonte: SoftwareAdvice

Excellent Platform

4,0 há 5 anos

Comentários: The demo and set up was great! They did the hard part with our onboarding.

Vantagens:

The customer service is fantastic! There is not usually a wait time to get a person on the line to assist in any way.

Desvantagens:

There are report limitations. I have not been able to create a report that will include customer's email addresses.

Laura
General Manager, EUA
Impressão, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

MHelp Desk is Pretty Good

5,0 há 3 anos

Comentários: Our business services print finishing equipment so I would say this is a pretty good application to use.

Vantagens:

User friendly, easy to use. And also has a timekeeper with GPS included for service technicians which is a plus.

Desvantagens:

Inventory items added to customer invoices do not pull out of QBO inventory until the final sync when invoicing the customer. This can lead to incorrect inventory numbers until synced.

Michele
Michele
Office Manager, EUA
Usuário do LinkedIn Verificado
Usou o software para: 6 a 12 meses
Fonte da avaliação

mHelp has been a welcome addition to our office. We are finding it to be valuable to our business.

5,0 há 7 anos

Comentários: We got rid of paper invoices, which has allowed us to streamline our billing and has saved our office countless hours. We are able to view our business at a glance on our computers and even on our phones when we are away from the office. We are just starting to see the benefits of using the scheduling board. The customization features are awesome!

Vantagens:

We started off trying to master the Job, including invoicing but we are now branching off to use the scheduling board and many other aspects of the software. We find it to be user friendly. One of our very favorite features is the customizing capabilities. We are still learning but we are super happy over all with the software.

Desvantagens:

Truthfully we are happy with most everything. There are a couple of things we cannot do but we have worked around these issues.

Resposta do mHelpDesk

há 7 anos

Thank you so much for this feedback Michele--we're so happy to have the opportunity to support Hammons. We're glad the customization features have been helpful to your business!

Angelique
Angelique
Writer, EUA
Usuário do LinkedIn Verificado
Energias renováveis e meio ambiente, 11–50 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

mHelpDesk changed my life

5,0 há 6 anos

Comentários: The benefits of mHelpDesk far outweigh any issues we've had with it. I would highly recommend it. You can pretty much do everything from start to finish with this program. I haven't used it long enough to utilize the invoice part, as I'm still using quickbooks, but for the most part, our company is really pleased with this program. And if we had to do it all over again, we would definitely pick mHelpDesk over all the others out there. And CSR, my account rep, has been phenomenal in answering questions and getting back to me quickly when I reach out.

Vantagens:

The mapping tool is definitely my favorite part of this whole program. I can look at scheduled jobs and find unscheduled jobs nearby, which makes scheduling and keeping our guys within a certain distance very easy.

Desvantagens:

The estimate section of this program is my least favorite. It could be because I'm used to working with Quickbooks and I can send more than one estimate and I can see the body of the email before sending and edit it accordingly. With this program, I have to create a whole new job to send a new estimate, which is time consuming. So I don't always use the estimate feature, especially if I have more than one estimate option.

Resposta do mHelpDesk

há 6 anos

Thank you so much for this feedback Angelique! I'll share the recommendations on our estimate feature with the product team. We appreciate your business!

Yunus Emre
Yunus Emre
Audit Assistant, Polônia
Usuário do LinkedIn Verificado
Serviços financeiros, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

User Friendly Tool

4,0 há 6 meses

Vantagens:

It had User Friendly Interface for the employees. It could be connected via mobile.

Desvantagens:

It was simple to use but not included so much detailed features.

Matthew
Machinist Millwright, EUA
Fabricação elétrica/eletrônica, 5.001–10.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Help is just a click or a call away

5,0 há 4 meses

Comentários: Have been able to get things resolved or a ticket created when an issue is more global than just my computer.

Vantagens:

Always available via phone or chat. Have had issues just before the end of the week - and due to time zone difference - have always had someone there to assist.

Desvantagens:

Nothing at this time. Just that if there are multiple issues open - would like brief description on follow-up instead of just a case number

Luke
Office Manager/Project Coordinator, EUA
Construção, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Overall Pretty Great!

4,0 há 5 anos

Comentários: Overall I would recommend this to most people in search of a CRM. There are a lot out there, but I cannot imagine the customer service is as good.

Vantagens:

First, The customer service is Great! Especially the rep who helped me out tremendously. The live chat feature is probably the best in the business in terms of helpful information and response time. Aside from that the software works really well. We are not totally utilizing every feature and it works really well for our company! - The overall layout and ease of use is great - Very easy to create leads - Easy to convert lead to a job - Easy to create job tickets IF you enter the correct information into the ticket on the first try - Easy to schedule - Can even sync it to Google Calendar - The main screen is plain and easy to use - Moving from tab to tab is simple and straight forward - Running reports is easy and great - Items to service might be useful for keeping track of maintenance items on out company fleet - May even be useful if we have a better service tech, if we start doing more service items - We can inventory items as well. - I would like to explore options that you may know of regarding this and tool tracking inventory - The customer service live chat on this CRM is great - The mobile app is great for our guys in the field to use - Straight forward pretty simple - Push notifications work great - Simple and easy to contact customer - Easy to use maps that integrate with the phones maps software - There is are a lot of areas where you can customize the fields of input

Desvantagens:

- If you don’t input the information of the ticket correctly the first time, it makes it extremely difficult to change it after. - You cannot look up tickets by their address on the mobile app (At least not easily if there is a way). - When having a recurring lead there is no drop down to select the customer, you have to enter the customers name EXACTLY the same as it was entered the first time

Resposta do mHelpDesk

há 5 anos

Luke, thanks for the detailed review! We're very glad to hear that you are taking advantage of so many features of the app. Please let our team know if there is anything else we can do to help. Thank you for your business!

Elizabeth
Office Manager/Book keeper, EUA
Serviços de Facilities, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

What a Nightmare

1,0 há 6 anos

Comentários: They frequently push super buggy updates. For example, the most recent update made the decision to update all of our customer automatically about the status of their tickets via text without our or their consent. EVERY. SINGLE. TIME. we reach out to customer service about things they've broken, it takes the better part of 2-3 hours talking to a service agent before they SOMETIMES acknowledge the problem. More often than not, it's a "feature not a bug". I've had fixes for major issues take more than 6 months to resolve with no updates from customer service. By the time they fixed it, we'd already found another service to track the information, making the fix useless. On top of everything else, we recently received at 37% price increase because they've "added features" (that still don't work). Because of how awful the system is to use, we've decided to create our own Access Database of ticket management because we're supremely confident that it will be more stable and usable. We highly advise other potential customers to find ANY option other than mHelpdesk.

Vantagens:

When we started using mHelpdesk about 4 years ago, it was everything we could possibly want. It's only gone downhill since then.

Desvantagens:

mHelpdesk forces universal changes on a user without requiring their permission. The longer we've been with the service the more difficult it has become to use. They've taken useful tools away in favor of new "features". We've lost the ability to sort different categories and there's no way to switch it back. Customer service is a nightmare. Fixes for major issues can sometimes take upwards of six months.

Resposta do mHelpDesk

há 6 anos

Elizabeth - thank you for sharing your concerns. We are sorry to hear that mHelpDesk did not meet your expectations. Please let us know if there is anything we can do to help.

Beth
Owner, EUA
Serviços ao consumidor, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação
Fonte: SoftwareAdvice

Looks good, doesn't work- waste of time and money

1,0 há 7 anos

Comentários: I spent a year shopping for a program, speaking with sales and doing demos. This won out on every aspect. Unfortunately nothing was as it seemed. We spent a lot of time implementing in training, only to find out months later when we started using it regularly that it actually doesn't work. It's like a bad relationship that you can't break up with because you feel you invested too much time into it. However, like a bad relationship you can't let it ruin your life. I lost thousands of dollars, hours of unbillable labor, most recently a client and a very big job because we appear inept (from relying on MHelp). I'm breaking up and moving on. Probably filing reports with the AG and BBB.

Vantagens:

There would be many pros if everything in this app actually worked. It looks good, but clearly it's just packaging. It's glitchy and you won't find out until after spending hours and hours of labor getting it set up

Desvantagens:

Client info is frequently deleted so I have to contact clients to get info they've already provided , tax areas changed and deleted so my invoices and estimates will suddenly be wrong and I have to contact clients to let them know their bill/ estimate is incorrect. Text notification of new jobs are blank so they are pointless. Employees cannot connect- with or without internet. "Offline" mode does not work as we can't see any stored info (it doesn't cache). Everything I was told this product does sounded great during the sales pitch, but in actuality none of it actually works . A year and thousands of dollars later, a program that was supposed to make my life easier is running my business into the ground .

Olivia
Manager, EUA
Construção, 2–10 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação
Fonte: SoftwareAdvice

Just about the easiest system in the world to use!

5,0 há 7 anos

Comentários: I researched quite a few different comparable products and this is by far the best. I have a very small business with a staff that HATES technology and change and they are even capable of using this system.

Vantagens:

It's Crazy Easy to use! You can manage your "people" in one spot. I can see my customers and staff's profile in the click of a button. I can organize my techs work by "Jobs" that connect right to their schedules. The estimates are professional and accurate. I can hide details that I don't want to share with my customers on any "template" I need to. It is very easy to customize your templates. You can search by any piece of info you have (name, phone number, email, address etc.). The reports are extremely easy to run and very detailed. The app Has a functioning offline mode for when there is no service. The app and online version give you the option to see other peoples schedule (if they have permission). The app used google maps so it is always up to date. I can hide confidential info from my techs based on permission. My people can clock in and out right from their phones. It is compatible with quick books. I can easily calculate my markups right from the estimate screen. The customer service is absolutely unbeatable. They are always there during business hours. Everyone I speak with fixes my problems right away no matter if it is in a chat screen or over the phone. Lastly everyone I speak with is clear and concise. I am speaking to people that know what they are doing.

Desvantagens:

I wish i could see a real time map view of where my techs are and have been from the online version. They have the option on the app to view a map of where an employee has been that day but I don't think there is a real time map of my people right from the online version. This product is a little expensive for a small business if you have a lot of employees that need to have an account.

Tanya
Office Manager, EUA
Consultoria de gestão, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação
Fonte: SoftwareAdvice

have used for 4 years now

4,0 há 6 anos

Comentários: We were much happier with the original version and while we continue to use the software, I still and looking for a new option to try.

Vantagens:

It is fairly easy to use. We mainly use it to create invoices and work orders that we print and send to customers. The customization of forms was great when they helped us initially set it up.

Desvantagens:

We acutally loved this product when we first started using it. We used it on a desktop in the office. We were on the original version until they kicked us off and told us it was not longer available. The do not truly think of the people who have to use it on a desktop at all. The font is so light that I literally get a headache each day trying to read it on my 20inch monitor. I have already enlarged the magnification and then when I try to create new customers or other things, you cannot see the save button on the enlarged screen. We have tried to tell them this, but to no avail. Why would you not think there are people working in offices on desktops and laptops still??? Since they have Home Advisor, Mhelp seems to be the step child and they no longer allow you to make suggestions. I guess they do not care anymore what their customers think.

Barbara
EUA
Usou o software para: Não especificado
Fonte da avaliação
Fonte: SoftwareAdvice
5,0 há 11 anos

Comentários: We provide Information Technology Service and Solutions to home and business users. We pride ourselves on the fact that we deliver service and solutions that solve the headaches that Information Technology can cause, efficiently and professionally. Our solutions are totally managed by our support team made up of inside support technicians and field service technology support teams. Working on solutions that are managed and monitored allow our customers to focus on business, not I.T. issues. We have been working with an in-house solution for a few years that couldn't offer an easy to use mobile solution. Service Techs would have to connect to the server remotely and in most cases this took too long and was inefficient. Utilizing an access database, exporting to Excel and QuickBooks was problematic due to the fact that data fields would change from an update, causing us to have to reconfigure more often. This is extremely non-productive. We are 90% done with converting our customers over to the new MHelpDesk solution. This has been a painless migration for us. I am very happy with the ease of use with this solution. The Techs love it too, and say things like "what an improvement, we now have all the customer data at our finger tips while we are at the customer location". The online help and support videos are a big plus. Checking out the Blogs we found helpful information that gave us some ideas on how we could configure MHelpDesk; saving time, trial and error. We called in for technical support twice to get clarification on exporting to QuickBooks and found the MHelpDesk support to be very knowledgeable and straight forward on the explanation of our configuration needs. Over the next month we will start barcoding all of our customers Technology Assets that we are responsible for. Our customers contract with us to manage there I.T. Systems. With the barcoding we will be that much more efficient. LESS ERRORS. Identifying equipment has been a challenge and by barcoding we now have the missing link. The biggest benefit to our company is the fact we can enter customer information and updates remotely. The information is available immediately to the main office and management can take action on services issues. This allows the field service techs to take action at the customer site, and in most cases estimate cost, invoice and bill while at the customer location. It's all about being professional and efficient. We are so pleased to have implemented this solution for our business and look forward to the successes it will bring.

Tim
EUA
Usou o software para: Não especificado
Fonte da avaliação

Mhelpdesk has improved our business in a number of ways

5,0 há 10 anos

Comentários: Our business had grown to the point where the typical administrative tasks such as work order management and invoicing were becoming cumbersome. Concerns regarding slowing turn around times on invoice creation and the potential for lost or incomplete work orders drove us to begin reviewing electronic based work order management solutions. Early on we reviewed building something custom (time intensive), running something in-house (just one more thing to manage) or finding a web based service such as mHelpdesk. Many of the competitor solutions were comprehensive and included many desired features however most seemed overly complex (requiring a longer learning curve) or were priced to be more expensive. We learned about mHelpdesk through a web search and several listings on software comparison websites. From day one we found mHelpdesk a pleasure. Our sales rep was extremely helpful and patient with us as we evaluated the software and asked MANY technical questions. After signing up we coordinated with several additional mHelpdesk staff as we integrated our QuickBooks accounting into the system and imported in our necessary data. To date we have found mHelpdesk Technical Support to be responsive, typically responding to our emails during the same day, and have always been polite regardless of whether we call in or e-mail our support topic. The mHelpdesk system also allowed us to easily customize many features in the system such as: * Custom work order status categories (ex Closed - Ready To Invoice)
* Custom user groups for assigning work orders to more than one person
* Custom work order forms for specific tasks such as maintenance or virus cleanup
* Custom "Steps to Fix" field for recording just the solution
* Custom very detailed equipment forms
In short order we were able to expand the work order system to our sales staff as well. This not only allows sales to monitor the status of a work order but also allows our support staff to assign a work order back to sales when there are additional upsell opportunities. Lastly, we appreciate how mHelpdesk provides their customers with an easy way to request new features and to check on the popularity and status of those new feature requests. We look forward to continuing to use mHelpdesk in our business and are excited to see how they will enhance the product with new features in the future.

Luis
VP-Tech, EUA
Segurança e investigações, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Best option we found for a Professional Services Automation (PSA) platform.

4,0 há 7 anos

Comentários: It does the job we need it to do: a Help Desk for internal and external use and Service management.

Vantagens:

For what it does and the price, it was the best deal we found after having looked at other a dozen alternatives. We hardly use half of what it advertises it can do, but all we needed was a Help Desk and Service Ticket platform for our use as a security systems integrator and MSP provider. Their salesperson was extremely patient and helpful, and hosted multiple webinars for stakeholders who could not all attend at the same time. It's still rough around the edges that we need to tweak, but it's 10 times better than trying to use our CRM to do service tickets like we had been doing.

Desvantagens:

The interface has that odd feeling, take-up-the-entire-screen-realestate look that supposedly a websites that have to be "Google search friendly" are forced to contend with. Reporting is weak. Some info on screen like service ticket numbers can't be selected with the mouse for copying and pasting, strangely, and not all information detailed areas are easy to get to. No Salesforce integration, but supposedly that is coming someday soon.

Josh
Director of business operations, EUA
Usou o software para: 1 a 5 meses
Fonte da avaliação

MhelpDesk talks a big game but fails to back it up

1,0 há 7 anos

Comentários: A headache

Vantagens:

Customer service department is located in the USA and they have great hours of operation that cater to both West and East Coast

Desvantagens:

Fails in every aspect of execution, from set up to customer satisfaction. MhelpDesk was built on empty promises. Ill summarize my experience in a very brief manner to save everyone time. Signed up with MhelpDesk and paid a premium for the premium set-up team to assist in customizing our workflow. Was promised it would be no longer than two weeks but we would strive for 1 week set up time. 1 month later, we are no where. No familiarity with the software. Set up rep, talks too much doesn't listen. 2nd month, new service rep. Great guy, listens very well. Initially make great progress. However we ran into many issues which were supposed to be resolved, some issues would take 4-5 reminders to actually fix. He would say the issue is fixed and it was not, so they must conduct no testing at all. 3rd month. Out of pure frustration we set up 8 hours for our own employees to run through the software and try to figure out our own set up. which we did. Everything is customized to our specs and we completed the set up process from 50 to 100% on our own. 4th month: Customers not receiving email notifications, Customer service has been contacted 4-5 times and offers no solutions, they cannot find the problem so they dismiss it. This has been one one of the worst businesses we've ever dealt with. A huge waste of time and money. They will tell you everything you want to hear with a great attitude but when something goes wrong, and it will. You are on your own. Good luck

Jo-Ann
Finance and Human Resources, Canadá
Serviços ao consumidor, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação
Fonte: SoftwareAdvice

Hover feature no longer works!

1,0 há 6 anos

Comentários: I DO NOT RECOMMEND this program. As of now, it has made our business less profitable and more difficult to manage

Vantagens:

Scheduling used to be easy and tracking of calls fairly good. We made it work even though we are in Canada, Customer service is there, but mostly their answer is "send us a feedback message" when they try to answer your questions. Imports transactions into Quickbooks

Desvantagens:

When you hover over the truncated mini view of the schedule on the calendar it does not automatically open to preview the full extent of the job any longer, which means that you have to open each job to see what it is and try to schedule from there. It's very time consuming and what program doesn't give a preview when you hover over information??? DROPS CUSTOMERS AND PHONE NUMBERS AND HAS TRANSPOSED PHONE NUMBERS AND ADDRESSES, doesn't show current day by highlighting it to know you are working in it to name a few, THEY DROP PROGRAM FEATURES WITHOUT WARNING.

Christopher
Office Manager, EUA
Usou o software para: Não especificado
Fonte da avaliação

Mhelpdesk was a LIFESAVER

5,0 há 10 anos

Comentários: Having never worked in a service management role before, I was nervous to jump right into my company. During my first year, I learned the ways of our day to day business practices in which we utilized a carbon copy paper system to develop our hand written work orders that contained 3 pages; One for the customer, one for billing and one for our records. Though this system was working adequately, I couldn't help but feel as though there was room for improvement in the aspect of efficiency. As it was, The office would receive a service call for a unit, in which that call would be dispatched out to a field engineer. Once on site and the problem was fixed, our engineer would complete a report and then leave a copy with our customer and save the remaining two for our office staff to complete which would be brought into our main office at the end of the work week. When I began the search for different Service Management software options, I continually found that many systems were either too expensive, or had more features than we would ever need to use. When I came across Mhelpdesk, I used the free trial and to be honest, I didn't utilize it to the full extent just because of the amount of information that we needed to input, but something that really stood out was the customer service experience. Anytime I would reach out to the happiness team, or sales teams, they were more than flexible to work with our timelines, and all of our questions. It was then I knew this was the company I wanted to bring to my superiors and really sell to our office team to really work on switching over too. Once we made the decision to begin implementing Mhelpdesk, this task was extremely difficult in the fact that we service an entire region with hundreds of different units. Working with the Customer Success team was a LIFESAVER. Our Success coach was Aubrey, and she was amazing. Extremely patient and always prompt with all of our meetings and phone conferences. She really worked to make our transition as seamless as possible. Still to this day, she has helped answer questions that I have had here and there. We are really looking forward to the new version and new features to come out that I know will really help our organization excel that much more!

William
Field Service Engineer, EUA
Aparelhos médicos, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

How does mHD hlep me

5,0 há 6 anos

Comentários: In general it does quite well, I prefer to use the web based system from my laptop. But the phone is a big help.

Vantagens:

The ability to see all of the customer data.

Desvantagens:

The text messages come from different phone numbers so I get voice readouts of the text messages, if they came from a single number or a few numbers it would be easy to block text to voice on them, but there are so many making it quite difficult. I also tried to search based on locale either I did not know how or it was not possible. Also people tend to dump more than just the address data in the address fields, when you go to map the customer location it will not map due to erroneous data. Need to figure out how to just filter the address data, or squawk when someone tries to add more than just the address.

Resposta do mHelpDesk

há 6 anos

Hi William, thank you for the feedback! We're happy to hear that overall your experience with mHelpDesk has been a good one. Thanks for the specific suggestions about the text messages -- we will pass that to our Product team. In the meantime, please let us know if there is anything we can do to help. Thank you for your business!

Raeann
Director of Operations
Serviços ao consumidor, 2–10 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação
Fonte: SoftwareAdvice

Hopes Dashed

2,0 há 8 anos

Comentários: At first I was excited to implement this program into our business. I researched for a year before choosing a paperless software. MHelp Desk promised a service mobile app. Their demonstrations were impressive. However, they can't seem to deliver what was promised. I would not recommend this product to any service company. The app may or may not save causing much frustration to my team. No news yet on when or if the app will be available and viable. The web version works much better but again you need internet to do that. Not always a possibility when the techs are in the field. There are many promises that they are "working" on the bugs, however, I have to keep adjusting our forms as well. The system seems to cause formatting issues with them. Yesterday I discovered MHelp Desk wiped out appointments that were scheduled. Appointment assigned/scheduled just disappeared from jobs.

Vantagens:

I like the helpful the customer service agents. They really try their best in my opinion.

Desvantagens:

I feel that this program and it's designers do not have a clear understanding of the service industry. To market a product and not understand completely your customer base is very frustrating from a consumer perspective. The salesman and the set up agents lead me to believe once our forms were set up this would work wonderfully. I'm very disappointed. We've been using MHelp Desk since March 2016 and we have more issues now then we did during the summer. Like all managers I JUST need this to work. We are in our busy season now and MHelp Desk is falling very short of my expectations. It would be helpful for the staff and programmers to shadow a service company and it's techs to fully understand how to provide the best software.

Joanne
Owner, EUA
Design, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação
Fonte: SoftwareAdvice

Terrible Customer Service

3,0 há 5 anos

Comentários: Terrible Customer Service from the beginning. They entered all our information for us to get started and then it took months for us to get it the way it would work for us. No help and no consistency. We are going on 2 years and we are still not getting the help or answers we need to get MHD to work for us.

Vantagens:

We were told this would intergrade with sales, proposals, client approval etc. And we are still not getting the proper emails from clients that are approving our proposals.

Desvantagens:

Customer Service is terrible. Every time we have an issue, they say they will take care of it and then something else goes wrong. You talk to someone different each time so basically you have to start over and each person you speak with does something or tells you something different. We were told we would have a representative assigned to us to help with our set up and any questions after and you never can get the same person.

Joel
Office manager, EUA
Construção, 2–10 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação
Fonte: SoftwareAdvice

Works great for invoicing. Scheduling and clock in features need work

4,0 há 7 anos

Comentários: Overall we like Mhelpdesk, but it is not a one stop shop at this point. We use T-sheets to compensate for the clocking in issues which is too bad.

Vantagens:

The customization possibilities for creating estimates and invoices are awesome. Being able to create a price list makes invoicing in the field much easier since you can just add a pre-worded/priced line item to the invoice. Collecting payments also is very easy with the option to email the invoice to a customer and they are able to click a link and pay with a credit card.

Desvantagens:

The new clock-in feature still has a lot of bugs. We stopped using it because we had so many issues with it and ended up overpaying some employees. Also the GPS tracking feature is very hit and miss. We ended up using T-sheets for clocking in. Scheduling works pretty well, but we have had issues with the app going offline and employees not realizing it and then looking at the wrong schedule.