May updates brought new features to Android, a spotlight on our integration with Pipedrive, and lots of polishes and fixes to make your workflows even more efficient… and some more sneak peeks as to what’s coming up this summer.
To those of you who want to level-up your Help Scout knowledge: the wait is over. We’ve got a suite of webinars to make sure that every question is answered— from how to set-up premium integrations to how to uncover insights through reporting.
What's New 🚀
Here’s what’s in the latest Android release:
- Bulk Actions to quickly tag or assign groups of conversations at once
- Follow conversations to keep an eye on how customers interact with your product & shadow conversations handled beyond your department
- Improved ‘contact us’ experience in the app where you can ask the Help Scout team questions without opening an email app.
Reporting Metrics 📊
We’ve built out support for two new metrics: ‘Messages Received’ on the Conversations Report, and ‘First Response Time’ on the User Report.
Polishes & Fixes ✨
✅ New: To make workflow life a little easier, the ‘Send an email to Customer’ workflow action now has both ‘Current Assignee’ and ‘Last Person to Reply’ as From: options.
✅ Fixed: Email invites to new users weren’t always getting delivered. Now invite-with-ease — we’ve fixed the issue. (You get an email…you get an email…everybody gets an email!)
✅ Fixed: When setting up an automatic workflow to send an email, a few people there were having issues selecting the email to come from “Me” in the “From” drop-down menu. All set now.
✅ Fixed: Some workflows were running twice. Blockers added to stop this issue.
In case you missed it 🔔
Sharing relevant customer info between sales and support teams shouldn’t feel like a struggle. We get that. And the integration with Pipedrive creates a shared foundation for anyone on the front lines working with the customer — resulting in easier collaboration and the best customer experience. Want to take Pipedrive for a spin? Sign-up using this link for 25% your first 3 months.
Here’s more from Help Scout customer support champion, Abigail:
“With Pipedrive, you’re able to have a complete picture of all actions associated with your contacts. This ensures that you not only make a great impression on your customers, but that your team has a streamlined process that works.”
Calldrip uses the Pipedrive integration to monitor the activities planned to close deals — like a prospect’s deal status — right within Help Scout. Here’s how.
Product & Engineering Blog
We love to hear how our customers are using Help Scout. ❤ This month, we’re shining the spotlight on how customers find efficiency in their day-to-day:
From sample projects determining the right pace, Springboard uses Docs to share relevant resources with its students: their #1 priority.
OnePageCRM reduced their workload by 50% and made the team 2x as productive by integrating Olark chat, CRM and customer support.
NW Maids moved from a shared email inbox to Help Scout to help achieve 100% customer happiness — while revolutionizing home cleaning.
Pipedrive + Help Scout Fireside Chat
This is for you if … You know that sales & support teams working together means more than just internal harmony. Learn how aligned messaging means also boosting the customer experience, customer retention, and ultimately, your company’s bottom line.
- Thursday, June 1, 2017 at 3pm EDT (tomorrow!)
Automating with Workflows
This is for you if … You’re looking for ways to organize, prioritize, and assign conversations. It’s as easy as learning how to set up a workflow — and we’ll show you how.
- Thursday, June 8, 2017 at 9am EDT
Ask a Coach
This is for you if … You have questions and scenarios to bounce around. We have ideas and answers to bounce back.
- Tuesday, June 6, 2017 at 9am EDT
Organizing for Efficiency and Insight
This is for you if … You want to add more structure in your account setup, and uncover some awesome insights about your organization using features on Help Scout Plus.
- Thursday, June 1, 2017 at 5pm EDT
Single Sign-On: three simple words with a ton of power so you can log in to Help Scout without remembering a unique set of Help Scout credentials. Plus plan customers will soon be able to turn on SAML, meaning your team can sign into Help Scout with your company’s SSO credentials using Okta, OneLogin, Active Directory, LDAP and more SAML-compatible providers.
HubSpot CRM + Help Scout Plus
By connecting HubSpot CRM to Help Scout, you’ll see contextual information right where you need it: next to the conversations you’re having with customers.