Help Scout is a
Boston, Massachusetts-based company that provides a customer service platform, including a shared inbox, knowledge base, and live chat, for businesses. Founded in 2011, it has a fully remote workforce and serves thousands of customers across various industries like SaaS, e-commerce, and healthcare. The company's products are designed to help businesses manage customer support interactions in a more human and personalized way.
Company overview
-
- Headquarters: Boston, Massachusetts
-
- Founded: April 17, 2011, by Nick Francis, Jared McDaniel, and Denny Swindle
-
- Company type: Private, fully remote, and a Public Benefit Corporation (PBC)
-
- Industry: Software as a Service (SaaS)
-
- Employees: Over 100 employees in more than 80 cities worldwide
Products and services
-
- Shared Inbox: An email-based help desk for managing customer support conversations
-
- Knowledge Base: A tool for creating and publishing help articles and guides for customers
-
- Live Chat: Provides live chat solutions for immediate customer assistance
-
- Beacon: An embeddable widget for customer service that includes search, chat, and messaging
-
- Reporting and Analytics: Tools to analyze customer support performance and improve decision-making
Key features
-
- Omnichannel Support: Manages customer interactions across multiple channels, including email and live chat
-
- Automation and AI: Utilizes AI to help customers with instant answers and can automate certain support tasks
-
- Customer Context: Provides agents with a complete history of customer interactions and social media profiles
-
- In-App Messaging: Allows businesses to send targeted messages to users within their own applications
Clients and funding
-
- Compliance: Its help desk software is HIPAA-compliant
-
- Notable clients: Buffer, Basecamp, Trello, Reddit, and AngelList
-
- Funding: Has raised over $13 million from investors like Foundry
-
- Compliance: Its help desk software is HIPAA-compliant
