Help Scout to help keep all
of the different inboxes organized
and allow us to collaborate in such an easy way,
it'd be really difficult, I think.
If we were still all trying to collaborate via email, it
would be chaos.
Zapier is the glue that holds the internet together.
Now, I wish I could take credit for that,
but that came from one of our customers. We
are the bridge between every app on the internet
to make your work that much easier.
We connect things that don't normally connect,
that don't normally speak to each other.
We're the communication device.
Customer support is a huge part of the culture at Zapier.
In fact, our entire company does support at least a little bit
every single week.
Most people do at least four hours a week,
all the way up to the CEO and the CFO and everybody else.
And it speaks to us being a user-centered company.
A lot of people talk about being user-centered companies
or practicing user experience design,
and not everyone actually does it.
But we do.
Being a 100% remote company means
I'm working with teammates across the globe.
It has to be collaborative.
We have to work together.
If we're not working together, we're not getting as much done.
Without Help Scout as a way to help keep conversations
together and keep them organized and keep
discussing with other people on my team
to get the best answer to a customer
and having that conversation inside of Help
Scout means that it stays--
it stays within the context of what it's about.
It's about this particular customer.
It's about this particular conversation.
And it brings in the different people on my team
or other teams of Zapier to talk about it
and discuss it right in place.
In addition to using notes, we have some automations
that automatically tag almost every single conversation that
comes through to give us some context as to whether or not
people are on this type of plan or another type of plan,
whether or not they have questions about billing,
or how to use Zapier.
And it helps us prioritize who we need to get back to first.
Help Scout simplifies support.
There's nothing that you don't need in there.
It's just here's your views, here's your tickets.
You can see who's working on one.
You can save a draft.
It's simplicity at its best.
And even six months ago when I came
on board, kind of hopping in and
trying to get context where we are with some of these partners that haven't launched
yet, it made things really easy to be able to dig back and get
context without, can you forward me this email so
that I can dig through that?
And it's just readily available.
And it's all there.
I'm not even really Sure, how I would
be able to do support at Zapier or anywhere else
without something like Help Scout.
I've used Zendesk.
I've used Desk.
And honestly, the simplicity of Help Scout is just--
it's so much more appealing.
It makes the work so much easier when the program you're using
isn't complicated by thousands of plug-ins or tabs galore.
It's just the work.
It's just the ticket. It's
just you and the customer solving a problem.