Before switching to Help Scout, Basecamp used another support tool that was unreliable. “There were days when it would go down for half a day, and they were completely unresponsive to us,” says Kristin Aardsma, Basecamp’s Head of Support.
“So at a certain point, we said screw it. We’re finding a different program that’s actually going to be there for us the way that we want to be there for our customers. We ended up going with Help Scout in the end, particularly because their support is really, really great.”