Help Scout – Starting a Much Needed Conversation

Finding Genius Podcast

Richard Jacobs

Medicine, Health & Fitness

4.4 • 1K Ratings

🗓️ 22 June 2017

⏱️ 28 minutes

🔗️ Recording | iTunes | RSS

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Summary

Historically, customer service (CS) is an impersonal experience. You get assigned a ticket, and a case number, and you receive emails from a no-reply address. Often, it doesn't feel like you're talking to a real human being. From the company's side, all that systematic organization makes sense: CS is dealing with a lot of people. But for the user, it can be frustrating and slow.
Help Scout is a tool designed to facilitate a real conversation between users and CS.

The idea behind Help Scout was to create the first "invisible helpdesk." It's email management software that can be deployed at scale. On the CS side, there's an elegant UI that blends Help Scout into a normal email inbox. For users, it's like receiving personal emails from an individual CS person. Help Scout is used by 8000 companies across the world in 140 different countries.
Tune in to learn more about Help Scout. Subscribe, review, and if you can, consider donating some BitCoin to the cause. Every little bit helps.

Transcript

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0:00.0	Welcome to Almost Here, Round the Corner of Future Technology Podcasts with Richard Jacobs.
0:07.9	Future Technologies always to transform our lives for better or worse are the focus of this podcast.
0:13.6	Almost here means these technologies are now here and starting to be used.
0:17.7	We're just around the corner.
0:19.7	From Bitcoin to artificial intelligence, 3D printing,
0:23.0	blockchain, virtual reality, and more.
0:26.1	Hello, this is Richard Jacobs with Future Tech Podcast. My guest today is Sunit Pat,
0:31.9	the chief growth officer at Help Scout. Sunit, how you doing?
0:36.3	I'm doing great, Rich. Thanks for having me. Yeah, I appreciate it. So would you tell listeners, what does Help Scout. Sunit, how are you doing? I'm doing great, Rich. Thanks for having me.
0:38.3	Yeah, I appreciate it.
0:39.5	So would you tell listeners, what does Help Scout do?
0:42.4	Yeah, absolutely.
0:43.7	So the long and the short of it, you know, Help Scout makes customer support, email management
0:50.7	software for 8,000 companies around the world and over 140 countries who make
0:56.7	providing excellent customer service a priority for them. You know, businesses, nonprofits,
1:02.7	educational institutions, healthcare companies, they use helps scot to manage customer relationships.
1:07.9	We help them take it to scale. We give them a really elegant and stunningly
1:13.5	designed interface. That's familiar and accessible because it's based on email. But they also don't have
1:18.3	to compromise any of the power or security they're used to with some of the more powerful tools out
1:23.2	there. So is Help Scout for a particular company that they use internally for customer service, or is it customer facing where customers will interact with the interface itself?
1:36.5	That's a great question.
1:37.8	I mean, so we pride when we first started about six years ago, the founders prided themselves on making Help Scout sort of the first
	...

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