Help Scout - CloudBlue

About

[Fast-Track product] Help Scout gives businesses everything they need to deliver world-class customer support in one simple, scalable platform. With email, live chat, self-service knowledge bases, and more. Help Scout makes it easy for customer-facing teams to focus on what matters most: building better customer relationships.

Overview
Integrations
Showroom

Help Scout is a dedicated customer support platform built specifically for the needs of growing businesses. It gives you the simplicity to start right away, the power to grow, and the human-centered approach to turn customers into advocates. That’s why 12,000 beloved brands trust Help Scout as the backbone of their support team.

Help Scout customers are able to respond to 52% more customer messages in their first year, and reduce support requests by 30% with self-help knowledge bases. Plus, it’s as easy to use as an email inbox, so teams can get started improving their customer relationships right away.

Features:

Shared Inboxes
Work together on customer messages in shared inboxes designed with all the organization, collaboration, and automation features your team needs to do more with less.

Knowledge Base
Reduce your support volume by at least 30% with a knowledge base that’s designed for customer self-service. You’ll have happier customers and fewer conversations — everyone wins.

Live Chat
Install live chat on your site in minutes and start talking to customers, supported with all the same collaboration tools you use to manage email.

In-App Messages
Proactively send messages in-app or on your website to offer support, share helpful links, or make timely announcements.

Reporting
Start tracking customers happiness, team efficiency, and other key metrics with out-of-the-box reporting.

Customer Data
Quickly reference each customer’s profile, previous conversations, and website activity alongside every support request to deliver faster, more personalized support.

Integrations
Connect Help Scout with 50+ integrations to keep your business in sync, or take advantage of our API and SDKs to customize your own experience.

*CloudBlue Fast-Track product: This product is part of the CloudBlue Fast-Track program. This means that the product is in process to be integrated with CloudBlue Connect.

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Why Help Scout?

Help Scout is designed specifically for the needs of growing businesses. Enterprise support tools cost more, are difficult to use, and take longer to implement. Help Scout is incredibly easy to use, affordable, and helps businesses turn customers into advocates. That’s why Help Scout was voted as the easiest-to-use platform with the fastest time to ROI by reviewers on G2.

In fact, 80% of midsize businesses that start with Help Scout stick around for 4 or more years. And customers that compare us with other platforms repeatedly come back.

Third party research shows that Help Scout has a net promoter score of 31, while our competitors’ score is 2. That means more customers are satisfied with our platform and service.

Help Scout customer persona

Top segments by size (# employees)

B2C

Micro

0 employees

SOHO

1 – 4 employees

Small SMBs

5 – 9 employees

Medium SMBs

10 – 49 employees

Large SMBs

50 – 249 employees

Corporate

249 – 999 employees

Enterprise

999+ employees

Top segments by vertical

Software Vendors

SaaS (B2B and B2C)

Online Service Providers (B2B and B2C)

Segment 4

Segment 5

Segment 6

Not targeted customer segment

Secondary customer segment

Sweet spot

Needs

Organize, collaborate, and report on incoming customer requests.
Save time and support more customers with less.
Improve customer relationships to increase business growth.

Wants

Implement an all-in-one solution that can scale with them.
Predictable, affordable pricing.
Easy set up and adoption for new team members.

Pain points

Inefficient customer communication. Teams struggle with a high volume of customer requests, and can’t get organized, collaborate on, or prioritize the support queue.
Lack of, or too many, tools for managing support. Traditional inboxes don’t provide all of the tools or needed to handle customer support as the business scales, and toggling between platforms slows productivity.
Poor customer experience. Customers don’t get accurate responses in a timely manner. Context is lost between team members, and the brand’s reputation suffers.