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All Your Customer Conversations Centralized in One Support Engine

Missing messages from your customers hurts, no matter how urgent, but in a world with so many channels, sometimes it can be hard to avoid. This is where Help Scout comes in: to end the days of missed messages to allow you to focus on building stronger relationships with your customers. In this episode of “RevOps Demos that Don’t Suck,” check out what Alison Groves, Senior Trial Specialist at Help Scout, has to say about the platform’s single point for customer messages, which ultimately allows for a simplified solution to stay on top of all your customer communications.

You won’t want to miss this demo that uncovers how to streamline communication with your customers through a single platform. Best of all, you’ll see how everyone in the organization can use it so there are no missed conversations and no face-palm moments of poor overlap. 

Our goal for all partners is to answer what we think encompasses the due diligence of a good RevOps Leader.‍ To that end, we ask the standard list of questions below in each of our demos:

  • What is the product/what does it do/ why does it exist?
  • Why should RevOps people care about this?
  • Why do people in RevOps use your product? (1-3 examples of where the product shines)
  • What’s your Special Sauce? What do you provide that your users can’t get anywhere else? 
  • What tools do you usually integrate with?
  • What does a user look like? Where do they work?
  • What’s the pricing model and do you charge for implementation? Are external agencies required to implement?
  • What's the average time to complete an implementation?
  • What does ongoing support look like for your clients? Does it cost more?
  • What does success on your platform look like? How long does it take to get there, on average?

Simplify Communication

Picture this: a teammate forgets to check a customer communication channel and now you have a mess to clean up. It’s one of those moments when you’re thankful you work remotely so you can pinch the bridge of your nose and kick your garbage can before diving into the issue.

It might feel like missing communications from customers is inevitable. After all, between email, text, live chat, and other options, customers choose which points they prefer. The team’s dropping of a message, or poor overlap where the customer has to repeat the same information (growing more and more frustrated), happens more than you would think.

Then, like a gold-plated headset, Help Scout shows up to prove there actually is a better way to do things.

Alison Groves, Senior Trial Specialist at Help Scout,  explains that she was a Help Scout user before she was an employee, which speaks volumes to how well the platform works. She continues to use it every day, as does her entire team, because it allows everyone to see who is responding to whom.

It solves the customer communication problem just as well for a small, nimble start-up company as for a large B2B organization.

Communication Across teams

The Sales Team, Success Team, Marketing Team, and anyone else who needs access can have it through a central source of data for customer communications. It’s as though there’s a shared inbox that doesn’t come with the chaos of trying to create a shared inbox.

Multiple mailboxes can be set up in the platform to manage various products, brands, teams and more. Plus, beyond just the communication aspect, data captured by Help Scout shows what customers are saying and what they need. This can make messaging, product communication, even sales strategies, that much easier.

That shared inbox experience is the first of three main components. The second is the ability to write and publish resources, like help articles or FAQs, to the website without tech support involvement. It gives the team the opportunity to create a knowledge-base quickly – nearly instantly – without all the coding and “creating a ticket” nonsense.

The third component is called Beacon, which provides a simple contact form on the website (to feed into the shared inbox), a live chat function, a knowledge center (for those quick-creation information pieces), and proactive messaging like short alerts.

All the tools work together, creating full transparency.

Help Scout can be set up in less than an hour with minimal tech help, and it even integrates with Salesforce, HubSpot, Slack, and many more tools an organization relies on.

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