Help Scout

Something delightful is coming to support pros this season. ✨ Can you guess what's in our giveaway based solely on these silhouettes? Drop your guesses in the comments below! #giveaway #cx #support #customer

AI feels like it’s in every tool these days… and not always in a good way. If you’ve ever watched an AI confidently give a wrong answer, you know the pain. With Help Scout’s AI Answers, responses come only from your docs and your website — nothing else. Set it up in minutes, test everything, and ship replies you can stand behind. People-first support, powered by your words. ✨ #support #ai #customer

Overheard in the support Slack channel: 👀👇 Support is wild, stressful, and at times weirdly hilarious, but the right team makes everything so much better. 💙 #support #customer #team

'nuff said 👇 #ai #customersupport #customerexperience

Everyone’s building “AI.” Few are building something people actually want to use. 👇 Scott Rocher, our CPO, puts it best: the experience has to be better than just chatting with a bot. That’s what we’ve built with AI Answers at Help Scout: an AI experience that feels human, natural, and genuinely useful. #ai #customersupport #userexperience

⚠️ The goal isn’t AI vs. human. It’s AI for humans. At Help Scout, we built AI Answers to take on the repetitive questions so support pros can focus on what they do best: connecting with customers, showing empathy, and solving complex problems that actually need a human touch. Because every minute saved on repetitive work is a minute earned back for real connection, the kind that builds trust and lasting relationships. In this carousel, our support pros put our AI to the test. Can you tell which responses came from AI? P.S. You can learn more about our AI answers feature here: https://bit.ly/49gv2hn #ai #customersupport #customerexperience

Alison Groves said it best 👉 “Our AI doesn’t learn from the entire internet.” And thank goodness. Because when it comes to customer support, “the entire internet” is not where you want your answers coming from. Help Scout’s AI Answers only learns from your trusted sources, so your customers get responses that are fast and actually accurate. Learn more here: https://bit.ly/4nTMZ9b #ai #learning #workflow #customersupport

We’ve all been there, AI that confidently gives you the wrong answer. 🫠 When has AI missed the mark for you? What could be better? We want to know! #ai #ailearning #automation

After hundreds of conversations with customers this year, we've learned a lot about how teams use Help Scout and what they value the most. One big takeaway? Predictability matters. Earlier this year, we explored a shift to contact-based pricing, but after listening to feedback, we decided to stick with our user-based model while adding more flexibility for teams who want to use AI. Here’s what’s next: ✨ AI Answers: now completely optional and billed by usage, so you only pay when it actually helps a customer. It’s free for the first three months! ✨Free, unlimited AI Drafts: You can now generate replies at no extra cost on Plus and Pro plans. ✨Smarter tools, faster pace: We’ve released 100+ improvements since June, including company management, SLAs, and routing, with much more on the way. Change is never easy, but every update is rooted in the same goal: to keep Help Scout simple, powerful, and full of value for growing support teams. If you’re curious about how the new pricing or AI features work, you can read more here 👉 https://bit.ly/4hMLRTb #pricing #product #ai #customersupport

POV: your mom becomes your best influencer. 💅 Meet Pam Noble. Former business owner, proud mom of our very own Hillary Noble, and now unofficial spokesperson for the Help Scout Newsletter. She filmed a video sharing why she actually likes reading it (and no, Hillary didn’t make her say that). Turns out: when you’ve run a business yourself, stories about great customer support and leadership hit different. If Pam’s sold on it, you will be too. Subscribe here 👉 https://bit.ly/3LvX66x #newletter #customersupport #learning