When deciding on a help desk, we felt like other solutions were adding a layer between us and the customer. Help Scout didn’t add the robotic feel, so we knew it was the right fit."
Founder and Designer
The Mixmax team looked to Help Scout’s Productivity Report and found data points to make decisions about office hours and staffing.
ASAP Accounting & Payroll used Docs to create a Help Center to store and update over 250 articles: from best practices to content on how to build a business in Colorado.
Using Help Scout's Docs knowledge base makes it easy for our students to find answers and discover resources."
Community & Ops Manager
For mail2, Help Scout has become resource that feels like a part of the team — as opposed to a product they have to use.
“As a customer success manager working in Salesforce, it's really helpful to be instantly caught up on any recent or outstanding support issues when nurturing a customer relationship. With the integration, I can quickly pull out support themes right from Salesforce without having to dig around Help Scout.”
“We love using workflows to assign conversations. It keeps our team organized, and ensures that there’s no confusion about who should be receiving what question. Workflows also align with our value of ownership: because the conversation is automatically routed to the right person, teammates don’t have to wait to hear next steps.”
“@helpscout made our life real easy today! New clients and a streamlined support system made handling it all much easier. :)”
“When a customer emails in, the Magento integration displays order history and customer lifetime value. It’s extremely helpful to be able to see the most recent order, because it’s usually what they have a question about. Having that context readily available is a huge plus.”
“If you’re a one-man team…Gmail, Stars and folders work well. The second you’re above two people — it’s time to move from Gmail to Help Scout. It’s the best tool for support requests”
“Rarely have I experienced a free-trial onboarding process that was as supportive, informative, + awesome as with @helpscout. HUGE shout out!”
“The JIRA integration helped us streamline communication between our Client Success and our Product and Engineering teams - and communicate about everything from bugs to product feedback. Most importantly, it's helped us keep our clients and end-users as the focus of our work.”
“Wowzers, @helpscout is so awesome even if you aren't customer support. Saves me loads of time as a dev when troubleshooting issues :-)”
“Using the Android app has made my life 10x easier. I can now respond to my customers even quicker, while I'm on the go. I love it!”
“The Help Scout + Pipedrive integrations helps us close deals right within Help Scout. If the team needs further details, they can just click to go straight into the Pipedrive record”
“The Salesforce integration helps us keep all of our ducks in a row - from outbound sales activity to onboarding to customer service.”
“Managing your #HelpDesk has never been easier thanks to @HelpScout, an amazing tool for any #SMB! #custserv”
“The Salesforce integration has been great! It looks nice in Salesforce, and pulls in old Help Scout conversations automatically. Set-up was easy — and when we did need support, the Help Scout team was responsive and effective.”
“The keyboard shortcuts in @helpscout are so spot on.”
“From mobile improvements, to ‘following’ conversations, to auto-refreshing the pages (noticed this morning!) you guys keep adding things that make our jobs easier!”
“@helpscout Oh you! What would we do without you? Hands down the best SaaS tool we use, as voted for by all our staff!”
“Help Scout has given our team the ability to manage communications much more efficiently. While we were already satisfied with the features Help Scout offers, the Android app has allowed us to be even more responsive while not being tied to a computer.”
“I love that you can quickly plug-in and customize a saved reply when you’re responding to a customer. It’s the in-between when you’re answering a common question, but don’t necessarily need to point the customer to Docs.”
“So excited for @BlankLabel to be switching over to @helpscout today, really impressed with their dedication to customer service”
“The Android app allows us to quickly handle incoming customer messages, whether it's with a quick reply or by assigning it to the right person, has allowed us to be even more responsive to our customers ... something we take great pride in.”
Help Scout has helped us reduce our workload by 50%, making our team twice as productive."
Customer Success Team Leader
For Tuft and Needle, empathy and judgment are key for all employees. To maintain a habit of doing support, the team has every new hire use Help Scout to answer customer questions.
Since implementing the Help Scout + Pipedrive integration, Calldrip has increased customer retention by 10 percent.