Help Scout transforms how we handle client support by keeping everything organized and accessible for our entire team.

We use Help Scout at Maple to support our clients, and it’s become essential to our workflow. When clients email my personal address, I can forward those messages to our support inbox where they appear as coming directly from the client—not as forwarded messages from me. This keeps our conversations organized and professional. The platform gives us complete context of previous support interactions with each person, so anyone on our team can jump in and help effectively.

Benefits

• Shared inbox consolidates all customer conversations across email and chat channels
• AI-powered support beacon can be customized with our internal documentation and integrates knowledge from all the tools we offer clients
• No per-seat fees means unlimited team members can access the platform
• Automation tools like workflows and saved replies streamline repetitive tasks
• Multiple inboxes let us organize support by different teams or services

The support beacon we’ve embedded on our website and in our Circle community has become a valuable resource for clients and our own team, sourcing answers from our comprehensive knowledge libraries.