What is the Project?
Help Scout introduces the new recipe for delightful support—a platform built to simplify customer support and enhance the overall service experience. Fresh off the roadmap, the project brings forward new ways to simplify support and serve customers, combining features like UNLIMITED SEATS, INTEGRATED AI, and ZERO DEAD ENDS. This means that every team and every individual gets connected to the voice of the customer, all while enjoying a user-friendly interface and innovative automation that truly elevates the support process. With a focus on delivering the human touch at superhuman speed, the platform offers an inviting blend of technology and personal care, ensuring that no query goes unanswered.
Main Benefit
Key figures and facts of the project include:
- UNLIMITED SEATS – Connect everyone and every team seamlessly.
- INTEGRATED AI – No additional add-ons or fees; the AI is included even on the Free plan.
- ZERO DEAD ENDS – A platform optimized for customer delight, not deflection.
- Superfast responses – Reply in seconds, making support personal and prioritizing ease of use.
- Automation capabilities – Workflows, snooze, send later, and saved replies keep the workflow organized.
Delivering Superhuman Speed
The support experience is designed for people who appreciate speed and efficiency… imagine replying in seconds while still making it personal. Whether it is editing and translating replies or recapping long threads, the built-in AI gets a boost from every feature available. This project helps to create a balance between automation and a human touch by offering assistance when needed—ensuring that customers feel heard and supported. The phrase “superhuman speed” isn’t just marketing speak; it’s a reflection of how the platform’s integrated tools, such as immediate AI recaps and first-draft creation, work together to make support teams more dynamic.
Organizing the Workflow
Managing customer inquiries across multiple channels can sometimes be overwhelming… but not here. Company management features are embedded within the platform to support full accounts rather than just individual contacts. With functionalities like snooze, which automatically resurfaces conversations later, and send later, which schedules replies to hit the customer at the perfect time, every team member experiences improved organization and efficiency. Workflows automate those tedious yet critical tasks that keep both the team and the inbox perfectly arranged. The platform also offers multiple inboxes, allowing every department or product to have a dedicated space for support, ensuring messages are assigned correctly and no important message ever slips through the cracks.
Customer Engagement Tools
Encouraging customer engagement is at the heart of this project. The innovative Beacon feature, which serves as an embeddable support hub, lets customers answer instantly with AI—even for complex queries—and still connect to human agents in just two clicks when necessary. In-app messages enrich the experience by offering welcome and onboarding nudges towards the best resources. Gathering direct feedback through surveys, including NPS® tools, and promoting the latest updates via modals and banners in-app or on websites ensures a two-way communication channel that builds trust and loyalty. These customer engagement tools make support not just reactive but also proactively helpful.
Reporting and Integration Excellence
Advanced reporting features provide a story behind the numbers. The project includes comprehensive metrics such as “What’s our volume across channels?” to understand the factors behind support scale and workload; “How’s our response time?” to measure team activity; and insights into where improvements can be made. These reports allow teams to get a bird’s eye view of performance, both as a group and individually, ensuring continuous growth and adaptation to customer needs. Moreover, over 100 powerful integrations ensure that the platform slides right into existing workflows, keeping all favorite tools connected and supporting a seamless support experience.
Project Impact: Sustainability and Growth
- SDG 9: Industry, Innovation, and Infrastructure – Driving innovation in support technology and process automation.
- SDG 8: Decent Work and Economic Growth – Empowering teams to achieve efficiency and elevated productivity.
- SDG 12: Responsible Consumption and Production – Streamlining resources and efforts towards sustainable support practices.
- SDG 4: Quality Education – Providing training and live classes to empower users to become power users in less than a day.
- SDG 11: Sustainable Cities and Communities – Enhancing customer engagement to build trusted and supportive communities.
Enhancing the Support Landscape
By integrating robust customer management tools with state-of-the-art AI capabilities, the project redefines what modern support can be. The platform’s emphasis on immediate, effective responses with a human touch ensures that support teams evolve into proactive problem solvers. Combining live support, customer feedback, and insightful reporting empowers teams not only to manage but also to anticipate customer requirements. The natural flow of communicative, user-focused design paired with heavy-duty backend automation creates an ecosystem where support is delightful and impactful—reinforcing that every customer interaction counts. With casual yet effective innovations and a friendly interface, the project sets a new standard for support environments, ensuring that businesses can scale without sacrificing the quality of human interaction.
