Help Scout
Help Scout, legally Help Scout PBC, is a global remote company headquartered in Boston, Massachusetts,[1] specializing in help desk software. The company provides an email-based customer support platform, a knowledge base tool, and an embeddable search/contact widget for customer service professionals. Help Scout's primary product is a web-based SaaS (software as a service) help desk that complies with HIPAA regulations.[2][1][3] Founded in 2011, the company serves over 10,000 customers across more than 140 countries, including notable clients like Buffer,[4][5] Basecamp, Trello,[6] Reddit, and AngelList. Help Scout transitioned to a fully remote company in 2020, with over 100 employees living in more than 80 cities worldwide.[7][8][9][10] HistoryHelp Scout was created in 2011 as a pivot from Brightwurks, a web design and consultancy firm previously founded by Nick Francis,[11] Jared McDaniel, and Denny Swindle. The company was publicly launched during their participation in Techstars Boston, a startup accelerator program.[12] Features and technologyHelp DeskHelp Scout's support software operates like a shared email inbox. The platform enables large teams to provide customer support via email using their tool.[13] It integrates with live chat, phone systems, CRMs, and email marketing tools.[14] DocsIn addition to the help desk platform, Help Scout offers Docs, a self-service knowledge base as a feature in 2013.[15] Exporting documents requires API access and programming knowledge; there is no export to ZIP file containing HTML source code/CSS/assets, or PDF offerings at this time.[16] BeaconHelp Scout's embeddable widget, Beacon, provides users on a website with quick access to Docs and/or serves as a contact form.[17] MobileHelp Scout launched its iOS app[18] in January 2016 and its Android app[19] in February 2017. Open source contribution
One of the developers at Help Scout created an open-source CSS framework used to style their marketing website. Named Seed, this framework is written using Sass and follows the BEM and ITCSS naming architecture. It employs modern JavaScript-like methodologies for scoping, modularization, and dependency management. More information and Getting Started documentation can be found at seedcss.com.[1] Work cultureHelp Scout operates as a fully remote company,[20] utilizing video communication for company-wide updates.[21] The company's sales team operates under a non-commission structure with fixed salaries.[22] BrandingHelp Scout's original logo was a literal Help Scout (akin to a Boy Scout) before changing to a medal, then a laurel wreath, and the present-day three diagonal lines which denote the initials HS (Help Scout).[23] Awards, recognition, and philanthropyIn December 2011, Help Scout participated in a fundraising initiative for Acumen, a charity fighting poverty, donating over $100,000 from the sale of a poster featuring Steve Jobs' quote “Here’s to the crazy ones.”[24][25] In November 2015, Help Scout was named by AppStorm as one of six customer service software offerings to delight customers on Mac.[26] That year, it was also recognized as a “marketing tool to know” by Business2Community[27] and a “game-changing software solution” for startups by Business.com.[28] In 2016, BostInno’s listed Help Scout among the “16 Boston Startups To Watch in 2016”.[29] Help Scout's work culture and job descriptions have also been acknowledged, winning the “Best Job Description” award from The Workies Awards by Workable in 2015.[30][31][32] See alsoReferences
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