really blew us away was how easy it
was to get a human being talking to us from Help Scout.
The mission of base camp is something
that is so easy anyone could use it and work together
to collaborate to get things done.
At base camp, we really believe that customer support
is a feature of the product.
We stay human by not really having like a style guide
and not relying too much on automation.
It's all about us making a judgment
about what we need to do for that customer at that moment.
Being fast, being efficient, being friendly.
It's the most important thing.
If we can't get those things down,
then I don't know what we're doing.
Before we started using Help Scout, it
felt kind of a little chaotic.
The help desk software we had before was quite unreliable.
And it meant that we weren't able to give
the kind of reliable support that we
tried to give to our customers.
There were days when it would go down for half a day.
And they were completely unresponsive to us.
So at a certain point, we said screw it.
We're finding a different program that's actually
going to be there for us the way that we want
to be there for our customers.
We ended up going with Help Scout in the end,
particularly because their support
is really, really great.
We had people who were there for us right away.
And it's in line with our values and how we want support
to be for our customers.
We want to know that somebody is there
keeping an eye on their product and keeping
an eye on their customers so that they
know their customers are happy.
Yeah, the tool takes care of itself.
It's not a technical set off.
It's not like a lot of handholding.
It's not a lot of anything.
It's just you get in there and go.
And now, it feels like our support is way more organized
now that we use Help Scout, so we
use workflows to escalate stuff that we can't
deal with to our programmers, or for them
to escalate to other teams if they need to work on it. File
a tool--
I can go into an email, follow that one,
and then just kind of keep an eye on it
as it goes from start to finish.
I really like kind of the simple things,
like the way you can at mention people in notes
and then get an email notification about that.
So that was just the beginning of it.
As we've had this relationship with Help Scout,
I feel like I know half the company almost at this point.
I will just email support@helpscout.net
and be like, hey, Moe, what's going on?
And even if she's not the one who answers,
I know that that sort of creates this camaraderie, even
with the new people who are working there,
and that they understand that I'm also a human
and that we can have a good conversation that's not
only about business, but you're a person and I'm a person,
and you really get that vibe from Help Scout.