“Conversations from Help Scout feel human. You’re not getting entered into some large, complex system, and you’re not treating your customers like a ticket number.”
Brooklyn-based BeerMenus is a software platform connecting over 5 million beer lovers with more than 30,000 restaurants, bars, and beer stores, all of whom sell great beer.
BeerMenus is a self-funded, bootstrapped team of 11 people — and its succeeded by doubling down on a few core values: having an honest, long-standing love for great beer, having a tremendous amount of respect for the small business owners, retailers and proprietors who make great beer available, and having an obsessive commitment to providing the most helpful and human experience for every customer who comes to BeerMenus for help.
As the BeerMenus business started out, co-founder Will Stephens was the only person managing the support mailbox out of Gmail. As the team grew, they realized it was necessary to move to another solution for transparency.
"We decided to move to Help Scout to make it easy for the team to manage incoming conversations," says Will.
Onboarding the team was easy, thanks to Help Scout’s easy-to-use interface.
"I use all of Help Scout’s features. In other software, you typically see extra features that aren’t used and ultimately get distracting — but my experience on Help Scout is that I have access to every feature I need, without anything extraneous. If I'm teaching or onboarding a team member, I don't have to worry about them getting lost," says Will.
“We’re often using Slack on our phones, which allows us to open conversations directly in Help Scout’s iOS app. We provide support to customers around the clock, and this makes it really easy to support customers on-the-go.”
“Being incredibly responsive is a big part of customer support. If customers feel like they’re just getting entered into some system, we may never hear back from them. Making support conversations more human is just a necessity for our team.”
Assign, close, put notes, and respond to conversations, while you’re on-the-go
Post events from Help Scout, like new conversations, instantly to any Slack channel
Categorize conversations, monitor trends and trigger Workflows
Use Happiness report to improve entire support funnel by measuring customer experience