Help Scout for Manufacturing + Logistics
Keep every conversation moving, from first quote to last mile
Help Scout’s customer service software gives manufacturing and logistics teams the shared inboxes, routing, and context to deliver fast, consistent answers, so the conversation never stalls.
Industry-leading manufacturing companies trust Help Scout
More than 5 million manufacturing and logistics conversations have been handled in Help Scout.
Built for growth: most teams stay with Help Scout for over 5 years.
Respond to 56% more customer messages in the first year.
Resolve 73% of AI interactions automatically on average.
Gmail and Outlook weren’t made for operations this complex
Basic email breaks down when you’re managing requests across multiple dealers, couriers, and internal teams. Customer messages get lost in the shuffle, while your staff struggles to keep up.
You end up with
No structure
Having warranty claims and vendor messages in one place is only good if you have a reliable way to sort, route, and prioritize them.
No ownership
Reps cherry-pick the easy stuff while urgent requests from key accounts go unread. When the customer finally escalates, nobody knows why.
No visibility
Traditional email clients don’t track KPIs or measure employee performance. You either have to pull together something manually or take a wild guess.
No breathing room
When volume surges during a product launch, supply chain disruption, or busy season, you don’t have the tools to keep your head above water.
Help Scout is designed for all the moving parts
Watch the video for a quick look at Help Scout in action.
Create a system that fits your business
You shouldn't have to bend your workflow to match the limitations of an email client.
Help Scout puts you in charge of how emails are routed, sorted, and actioned, taking pressure off your team and ensuring that every message receives a timely answer.
Work from one inbox or many
Manage every request from a single inbox as a team or break out different contact types (returns, warranty claims, billing, etc.) into their own dedicated inboxes.
Delegate ownership
Assign incoming emails to individual reps and teams, or speed up triage with round-robin and load balanced routing.
Label messages to keep things organized
Tag and categorize emails to assign priority or track request types by criteria like topic, urgency level, product line, or carrier.
Capture operational data
Use custom fields to document details like account, PO, or tracking numbers on every request so agents don’t need to search for the information.
Automate the busywork
Build workflows that handle repetitive tasks like adding tags, sending auto-responses, moving email, and closing requests that don’t need a response.
Keep every conversation secure
Role-based permissions ensure everyone can do what they need to, and nothing more. Third-party partners can even be given limited access for worry-free collaboration.
Collaborate across teams without the chaos
With everything in one place, you can make sure everyone always has the details they need to move quickly. Whether you need to provide someone with RMA instructions or check in with your warehouse manager, you never have to go too far.
Tune out inbox noise with Views
Build personal or shared folders that group specific messages like open orders, escalated claims, or unassigned dispatch requests.
Know who's handling what
Help Scout lets you know when another teammate is viewing or replying to an email so customers never receive duplicate or conflicting responses.
Get context without switching tabs
See important customer info like past conversations, order history, and tracking numbers right alongside each email.
Answer FAQs in seconds
Create a library of saved replies to cover things like order confirmations, shipping policies, and warranty responses, then add them to any reply with a couple of clicks.
Draft polished replies instantly
Use AI to generate a reply based on past conversations and your help center content in seconds.
No more internal forwarding
Leave internal notes or tag in a teammate when you need to check the status of an invoice or escalate a request. The conversation will show up right in the email thread and be invisible to the customer.
Base decisions on data, not vibes
With Help Scout reports, you can confidently spot bottlenecks, hold your team accountable, and make better staffing choices.
Hit response targets with SLAs
Stay on top of high-priority requests by setting targets for response and resolution times for specific customers or conversation types.
Track volume and performance
See how many conversations are coming in and how quickly they’re being handled at the company, team, or individual level.
Plan ahead
Identify when your team is busiest and proactively prepare for peak shipping periods and holidays.
Help Scout helped us consolidate our previously scattered support channels into a single platform and provide more consistent support to our customers.
Turn support into an operational hub
Help Scout connects to the tools you’re already using. With more than 100 native integrations and a robust set of APIs, you can build a setup that brings your entire business into view.
Shopify
Connect Shopify to Help Scout and view order history, issue refunds, track deliveries, and restock items all without leaving the conversation.
Salesforce and Hubspot
Pull customer and lead data in from your CRM so your reps have a full view of the relationship before responding.
Instagram, Messenger, and Voice
Answer social messages right alongside email requests, or connect a VoIP to your account to offer phone support.
Knowledge Base
Create a help center with articles that cover common topics like return policies, warranty coverage, and requesting BOL and POD documents.
AI Answers
Add a chatbot to your website that provides instant answers based on your help center documentation, website content, and knowledge sources you control.
Proactive messaging
Trigger banners or popups to let customers know you’re running a promotion, experiencing shipping delays, or anything else you’d like to communicate.
We did eight figures in revenue last year, and we're on pace to double that this year because of how efficient we've gotten with Help Scout.
Switching? You won’t have to clear your calendar.
Whether you're leaving behind a basic email client or another help desk, you can get your team on Help Scout in less than an hour, no IT expertise required.
Intuitive from day one
Since Help Scout feels like regular email, everyone can pick it up right away, from customer service reps to billing coordinators and sales staff.
Bring your data with you
Help Scout automatically migrates your past emails and customer profiles over, so you don’t have to start from scratch.
Help that's always in reach
If you run into trouble, Help Scout’s support team works 24/6, along with regular live classes and on-demand training accessible anytime you need them.
See how companies like yours use Help Scout
Wondering how all of this looks in practice? Here’s more on how manufacturers and logistics companies are using Help Scout to create a better service experience for their customers and staff.
FAQs
Help Scout works by forwarding your existing email account (e.g., support@, underwriting@, etc.) into our system. Once messages land in your Help Scout inbox, you can use all of our features to respond. All emails sent from Help Scout will still be sent using your existing email address. However, once you make the switch, all emails must be handled within your Help Scout inbox.
If you have old emails you'd like to have in Help Scout, we partner with a company called Import2 to migrate messages from platforms like Gmail, Outlook, Zendesk, and Intercom. Read more about Import2’s service.
Yes, it’s possible to manage more than one inbox in Help Scout.
The amount of included inboxes available in your account will depend on your plan, and additional inboxes can be added to any paid plan for $10/inbox per month.
Get the full details on Help Scout pricing.
Yes. Help Scout has built-in SLA management.
You can set different SLA policies for certain types of conversations or for specific customers, each with their own response and resolution targets.
Learn more about SLAs in the help center.
Help Scout offers pre-built integrations with more than 100 tools, including Slack, Zapier, HubSpot, Jira, Google Workspace, Mailchimp, Pipedrive, and Salesforce. If a tool you need to integrate with doesn't have an integration available — or to integrate with custom-built systems — you can use our fully documented API and/or webhooks feature.
Yes. Import2 is a third-party migration tool that works with Help Scout (and many other platforms) to import conversation history and customer profiles.
It supports migrations from Freshdesk, Gmail, Outlook, Zendesk, and other tools.
Read more about Import2’s service.
Help Scout can usually be set up in a matter of minutes. If you have credentials to the email account(s) that you want to use with Help Scout and are comfortable setting up email forwarding, you may not need any technical support at all.
More complex configurations, such as integrations via API, will depend on your development resources.
Reach out to our support team or schedule a demo if you’d like to walk through what the process might look like for your business.
Yes. Help Scout has several ways to keep data safe:
All web application communications are encrypted over 256-bit SSL, which cannot be viewed by third parties
It supports two-factor authentication (2FA), SSO, or authentication via any SAML-compatible identity provider
Help Scout is SOC2 Type 2 certified for security and availability
There are options for advanced data privacy controls in the inbox that mask sensitive data to all users except account owners and administrators
You can also set role-based permissions so each person on your team has the right amount of access to get their job done.
Learn more about Help Scout’s security and data policies.
