Inside Help Scout
Inside Help ScoutFour customer service lessons leaders learned early — and still call on today
How Help Scout leaders’ first jobs shaped a commitment to building a customer-centric company
Inside Help ScoutIntroducing AI Assist for Better, Faster Responses
AI won't replace teams that talk with customers every day, it'll make their jobs easier. Learn how Help Scout's newest AI feature can help teams write better, faster responses.
Inside Help ScoutFinding Joy in the Feedback Loop — Through Improv and in the Queue
Supporting folks as they engage in all the things that fill them up outside of work is a priority at Help Scout.
Inside Help Scout5 Ways Customer Success Teams Can Use Messages to Boost Engagement
Watch the recording to learn how Messages empowers Customer Success Managers to achieve their goals.
Inside Help ScoutHow Mabel’s Labels Achieved a 93 CSAT Score while Reducing Support Volume by 58%
Learn how Mabel's Labels' transformed their customer experience and increased team productivity with Help Scout.
Inside Help ScoutMeet Help Scout's New Conversation Editor
When it comes to crafting the best responses possible, Help Scout’s brand new conversation editor has you covered.
Inside Help ScoutQuarterly Release Notes, July 2023: AI Summarize, Tag Organization, and More
Introducing the newest updates to the Help Scout platform! AI to quickly summarize conversation threads, Tags organizational enhancements, and more!
Inside Help ScoutHelp Scout’s AI Is at Your Service
AI won’t replace customer support teams, it'll make their jobs easier. Learn more about AI in Help Scout and how our new AI-powered features will enable customer support teams to take their service to the next level.
Inside Help ScoutWe’ve Changed Our Minds About AI in Customer Service
Learn how and why AI is coming to Help Scout! Recent progress in AI, particularly the arrival of large language models and ChatGPT, have had us rethinking our approach to the value and application of AI in customer service.
Inside Help ScoutHow Castiron Helps Thousands of Customers With a Two-Person Support Team
Learn about Castiron's success using Help Scout.
Inside Help ScoutHow BombTech Golf Increased Customer Satisfaction as Their Business Scaled
Learn about BombTech Golf's success with Help Scout.
Inside Help ScoutQuarterly Release Notes, April 2023: Messenger App, Restricted Docs, and More
Introducing the newest updates to the Help Scout platform! Facebook Messenger channel app, restricted Docs, a brand new Docs editing experience, importing capabilities, and more.
Inside Help ScoutCharting the Course of an Unexpected Career
There’s no one path to a role at Help Scout, and the result is a stronger team.
Inside Help ScoutFriday Notes Keep Us on the Same Page
Help Scout’s CEO shares a weekly written message to clarify his own thinking and unite a globally distributed team.
Inside Help ScoutDeliver a Seamless Support Experience with Messenger in Help Scout
Connect your company’s Facebook Messenger account to Help Scout to better manage customer conversations across multiple channels.
Inside Help ScoutGo Ahead, Learn Something: How Help Scout Empowers Employee Growth
How Help Scout's Learn Something stipend supports team members' personal and professional growth.
Inside Help ScoutSpikeball is a Help Scout User for Life: Here's Why
Learn why Spikeball switched from Zendesk and hasn't looked back.
Inside Help ScoutLitmus Boosts Customer Retention Rate by 26% with Help Scout
Learn how Litmus increased customer retention rate and efficiency by centralizing all customer communications with Help Scout.
Inside Help ScoutWhy Underground Printing Switched from Gmail to Help Scout
Learn why Underground Printing chose Help Scout to upgrade their customer support, and how they take advantage of the entire platform to serve customers.
Inside Help ScoutSpace and Support Help Working Parents Thrive
Meet Help Scout employees who are finding harmony as working parents.
Inside Help ScoutHow Ashesi University Created a School-Wide Support Center with Help Scout
Learn how Ashesi University centralized emails across all departments, launched a knowledge base, and scaled service with automations at an award-winning university.
Inside Help ScoutQuarterly Release Notes, Dec 2022: More Microsurveys, Message Styles, and More
Introducing the newest updates to the Help Scout platform! Microsurveys, new message styles, bug bashes, and more. Plus see what's coming up in our new docs editor and iOS app.
Inside Help Scout4 Message Styles and How to Use Them
Help Scout's Messages feature allows you to reach your customers in-app or on your website to share news and capture sentiment. Here are four message types and how you can use them.
Inside Help ScoutTop Shelf Reads from Help Scout Leaders
Help Scout's leadership team shares books they've loved and learned from.
Inside Help ScoutWords are the Bridge: Finding Harmony in Songwriting and Content Strategy
Meet Help Scout employees who are committed to their roles — and to hobbies, side hustles, and passion projects.
Inside Help ScoutMicrosurveys: The Quick Way to Capture Customer Feedback
With microsurveys, you can quickly set up short, in-app surveys to capture customer feedback at key moments and close the loop directly from Help Scout.
Inside Help ScoutQuarterly Release Notes, October 2022: Light Users, Microsurveys, and More
Release Notes is our quarterly update that highlights recent product improvements we've made so you can easily stay up to date on what's new in Help Scout.
Inside Help ScoutSabbaticals in the Real World: How Help Scouters Are Using Their Time Away
Learn how Help Scouters are using their month-long sabbaticals to rest, relax, and recharge.
Inside Help ScoutFinding Flow at Work and on the Trail
Meet Help Scout employees who are committed to their roles — and to hobbies, side hustles, and passion projects.
Inside Help ScoutStraight From the Source: Help Scout Love
If you want to know what it’s really like to work at Help Scout, read on for the real deal.
Inside Help ScoutProduct Walkthrough: Help Scout for Education
Need help managing communications at your school or university? See how Help Scout can keep your team working together with ease.
Inside Help ScoutThe Beginner’s Guide to Help Scout
This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more.
Inside Help ScoutStandard vs. Plus Pricing: How to Choose the Right Plan For You
Learn the difference between the Standard and Plus pricing plan—and which plan is right for you.
Inside Help ScoutHow RealtyNinja Supported 300% Customer Growth with Help Scout
Help Scout is a fantastic support tool, but that’s not all it is. Learn the many ways the RealtyNinja team uses Help Scout to better their business.
Inside Help ScoutQuarterly Release Notes, June 2022: Docs + Beacon, Videos in Messages, and more!
Release Notes is our quarterly update that highlights recent product improvements we've made so you can easily stay up to date on what's new in Help Scout.
Inside Help ScoutHow George Washington University Handled a 22% Increase in Email Traffic
Learn how the team at George Washington University handled a 22% increase in email traffic using Help Scout.
Inside Help ScoutMake Sure Every Customer Finds an Answer With Docs + Beacon
The Docs + Beacon integration helps your team provide personalized support so your customers can find answers how and when they need to.
Inside Help ScoutRelease Notes, March 2022: Previous conversations, user report change, and more!
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new
Inside Help ScoutQuarterly Release Notes, December 2021: Targeted Messages, Properties Visibility
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help ScoutHow FlexJobs Engages Customers With Proactive Messages
Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.
Inside Help ScoutBuild Better Customer Relationships With New Targeted Messages
We’re excited to announce major updates to our Messages product. Learn how to deliver proactive support with Help Scout's targeted messages.
Inside Help ScoutQuarterly Release Notes, June 2021: Messages Updates, Fundraising Emails, & More
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help ScoutHow to Build a Globally Remote Team That Really Works
There is a big difference between “remote, U.S. only” and globally distributed remote teams. Here’s how to build an effective team that spans the globe.
Inside Help ScoutHelp Scout’s Ultimate Guide to Remote Management
A compilation of the most important remote management tips Help Scout's founder learned running a fully remote company for 10 years.
Inside Help ScoutHow Brain.fm Achieved a 95% CSAT Score With Help Scout
Learn how Brain.fm uses Help Scout to uphold its user-first mentality and achieve as much visibility into customer success as possible.
Inside Help ScoutGood to Grow: Help Scout Celebrates its 10th Year
Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started.
Inside Help ScoutHow OnePageCRM Reduced Their Team's Workload by 50%
Since becoming a Help Scout customer, OnePageCRM has scaled its support solution without compromising a human customer experience.
Inside Help ScoutCustomer Story: Upstream Tech
Before adopting Help Scout, Upstream Tech's support was difficult to manage and evaluate. Help Scout has helped them deliver high-touch, exceptional support.
Inside Help ScoutQuarterly Release Notes, March 2021: Beacon Identify Changes, Messages Editor
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help ScoutBehind The Scenes: How a Help Scout Article Is Made
Watch this five-minute video for a behind-the-scenes look at how a Help Scout article goes from an idea in Asana to a published piece.
Inside Help ScoutCustomer Story: GrabCad
See how GrabCad uses Help Scout to create a memorable customer experience and build long-term relationships with nearly 4 million designers, engineers, and manufacturers.
Inside Help ScoutCustomer Story: Springboard
Since becoming a Help Scout customer, Springboard has scaled its support solution without compromising a human and personalized customer experience.
Inside Help ScoutCustomer Story: Influitive
“Having the ability to know exactly how we're performing and having it laid out in a straightforward, visual way makes things really simple for us.”
Inside Help ScoutCustomer Story: Mixmax
Since becoming a Help Scout customer, Mixmax has scaled its support solution without compromising a human and personalized customer experience.
Inside Help ScoutCustomer Story: Panorama Education
Using the Help Scout and Jira integration helps Panorama Education's Client Success, Product, and Engineering teams stay on the same page.
Inside Help ScoutCustomer Story: Tattly
Tattly insists on delighting customers and uses Help Scout to make providing memorable support as easy and fun as it should be.
Inside Help ScoutCustomer Story: Threadless
Since becoming a Help Scout customer, Threadless has scaled its support solution without compromising a human customer experience.
Inside Help ScoutCustomer Story: LanguaTalk
Learn how LanguaTalk, a marketplace for online language tutoring, uses Help Scout to get customers clear and prompt answers to questions.
Inside Help ScoutCustomer Story: GrowSurf
Yun found that Help Scout allowed for the creation of tailored support experiences within the GrowSurf web app itself, leading to optimized support experiences.
Inside Help ScoutQuarterly Release Notes, November 2020: Advanced Permissions, Message Reports
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help ScoutCustomer Story: TeamSnap
Since becoming a Help Scout customer, TeamSnap has scaled its support solution without compromising a human and personalized customer experience.
Inside Help ScoutHow to Manage Changing Team Needs with Advanced Permissions
Advanced permissions are coming to Help Scout Plus and Company plan customers. Learn more about how to use this new feature.
Inside Help ScoutThe Non-Coder’s Guide to Using the Help Scout API
Learn the basics of APIs and get started using Help Scout's API to create, update, and delete conversations in your Help Scout account.
Inside Help ScoutQuarterly Release Notes, September 2020: Article Ratings, New Messages Editor
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help ScoutHow to Advocate for Colleagues in a Remote Work Environment
Being an ally is even more important in a remote work environment. Here are some tips for ensuring all of your team members feel included.
Inside Help ScoutBlack Lives Matter
Merely not being racist is insufficient. We must commit to being actively anti-racist — to listen, to learn, and to act.
Inside Help ScoutQuarterly Release Notes, May 2020: Product Live, iOS Forwarding, Slack & More
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help Scout10 Tips for Knocking Your Virtual Interview Out of the Park
Follow these 10 virtual interview tips to set yourself up for success and ensure you're putting your best foot forward when interviewing for a remote job.
Inside Help ScoutHow to Stay Productive While Working from Home With Kids
Working from home with kids in the house is not easy, but we’ve collected some advice, practical tips, and useful resources to help you make it through.
Inside Help ScoutQuarterly Release Notes, March 2020: COVID-19 Resources, Chat Ratings, and More
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Inside Help ScoutWorking Remotely: Tips from 100+ Remote Workers & Leaders
Use these tips and resources to stay productive when working from home, adjust to remote work, and lead a team of remote workers.
Inside Help ScoutInside Help Scout: How We Implement Whole Company Support
Discover why Whole Company Support matters and how Help Scout has built a customer-centric culture where everyone works with customers.
Inside Help ScoutHow Beacon Helps You Deliver Great Customer Service
Help Scout’s Beacon gives your customers access to email and live chat support, help documentation, and proactive messaging—all right where they need it.
Inside Help ScoutInside Help Scout: How We Triage Our Support Queue
How Help Scout’s support team delivers high-quality service for the trickiest cases using a new triage process.
Inside Help ScoutKeep Customers In the Flow With Messages
Introducing Messages, a new way to convert more customers, reduce support requests, and build a better business proactively.
Inside Help ScoutHelp Scout’s Brand Animation Process
See how a brand comes to life by incorporating animation with brand elements.
Inside Help ScoutIllustrating the Help Scout Brand
Illustrations are a critical component of a brand’s storytelling process. Here’s how we approached illustrating the Help Scout Brand Handbook.
Inside Help ScoutIntroducing Help Scout for Good
Help Scout for Good is the program that houses our initiatives emphasizing our commitment to B Corp values.
Inside Help ScoutAnnouncing the Help Scout Brand Handbook
Our brand handbook is both an internal and external toolkit for creating and communicating things in the Help Scout way.
Inside Help ScoutThe Technical Debt Myth
The term “technical debt” tries to encapsulate many, often conflicting concepts. Here we unravel several myths surrounding tech debt and offer a practical approach to addressing it.
Inside Help ScoutMaking (and Breaking) the Help Scout Brand
A behind-the-scenes look at what went into Help Scout’s new illustration style and overarching brand.
Inside Help ScoutBehind the Scenes: The Design of Beacon
A peek behind the curtain at what went into the making of Help Scout’s Beacon product
Inside Help ScoutFive Tools for Writing High Quality PHP
In this post, I’ll share some of my own favorite tools that you can use to help ensure that you’re shipping high quality and maintainable code.
Inside Help ScoutMaking Content More Inclusive
Using inclusive language is often a matter of auditing your vocabulary for ableist and other problematic terminology.
Inside Help ScoutCreating Team Ownership with Better Language
I believe that with a fundamental shift towards thinking and communicating about it as our code we can create a more open and constructive working environment.
Inside Help ScoutBeacon 2.0 Preview: The User Interface
A preview of the user interface in the new version of Help Scout’s Beacon product.
Inside Help ScoutBeacon 2.0 Preview: Introducing Chat
A preview of how the live chat function will work in the new version of Help Scout’s Beacon product.
Inside Help ScoutBeacon 2.0 Preview: What’s New
A preview of the big improvements we’re making to Beacon, our embeddable, on-site support widget.
Inside Help ScoutSelf-Service is the Next Frontier in Customer Support
Self-service is the new competitive differentiator. Learn how Help Scout's addressing that and redefining self-service customer support.
Inside Help Scout9 Tips for Working While You Travel
Remote work allows you to bring your work with you when you travel. Keep these tips in mind to maximize your productivity and time for exploration.
Inside Help ScoutThe Digital Nomad’s Toolkit for Staying Productive
The essential list of hardware and software for digital nomads to stay productive on the move.
Inside Help ScoutHow to Maintain Your Health as a Digital Nomad
Remote workers don’t have to compromise their health. Here’s how to stay in shape and feeling great as a digital nomad.
Inside Help ScoutHow I Stay Productive Working Remotely
Working remotely and having the freedom to choose my working hours gave me the opportunity to write code when I’m at my best.
Inside Help Scout5 Benefits of Integrating HubSpot + Help Scout
Help Scout’s integration with HubSpot puts customer information where you need it most and adds important lifecycle events to the customer timeline.
Inside Help ScoutTesting Code That Talks to the Database
For the purpose of this post I’d like to focus on what is common — database access via a high level repository-like component. How do we test a component like this?
Inside Help ScoutFunctional vs. Unit Testing for the Browser
There are ten thousand blog posts out there extolling the virtues of TDD/BDD, so I’m going to focus here on what I’ve learned from my functional testing misadventures.
Inside Help ScoutReducing Complexity with Guard Clauses in PHP and JavaScript
A guard clause is a snippet of code at the top of a function or method that returns early when some precondition is met.
Inside Help ScoutBecoming a Digital Nomad: the Good, the Bad, and the Ugly
The ins and outs of launching and maintaining a career as a digital nomad.
Inside Help ScoutThe Database Is Not an Implementation Detail
Databases are critical functions of most systems that are in use today. Both proper database selection and good performance tuning and monitoring are critical processes.
Inside Help ScoutThe Evolution of the Help Scout Brand
Building a brand that lasts requires maintenance and design principles as concrete as your company values.
Inside Help ScoutLessons Learned from 6 Years of Working in My Pajamas
Six years of working remotely has given me some firm opinions on the topic. If I’ve learned anything, it’s this…
Inside Help ScoutCustomer Story: Tuft and Needle
Tuft and Needle's unflinching focus on customer experience is what helped them become an exceptional company.
Inside Help ScoutCustomer Story: Senneca
Since becoming a Help Scout customer, Senneca Holdings has scaled its support solution without compromising a human customer experience.
Inside Help Scout18 Ideas That Will Change The Way Your Remote Team Works
We've gathered 18 useful remote work resources on better communication, tools, and productivity.
Inside Help ScoutSix Ways Remote Teams Can Crush Their To-Do Lists
When you work remotely, you need to manage not only your own time, but respect the time of those you’re working with.
Inside Help ScoutFront-end Testing for the Lazy Developer with CasperJS
CasperJS is the answer to help you achieve your testing goals.