Bring your whole company closer to your customers
Your support team is the backbone of your customer experience, but they can’t do it alone. Bring all the specialized knowledge in your organization into the queue with light users.
Bring answers in, share insights out
Customers write in looking for information held in teams across your organization. With light users, your support team can tag colleagues into customer conversations without switching systems or losing any context.
Your support queue is a wealth of customer information. Give teams across your organization visibility into feedback, reports, satisfaction ratings, and more. With increased visibility, everyone in your company gets closer to your customers.
Bring in marketing and product to create proactive Messages to reach your customers. Add in account management to identify opportunities for upgrades. Or tag in marketing on successful customer relationships to feature in case studies.
What light users can do
With light users, support won’t be flying solo in the queue. Now, everyone can get involved in customer conversations.
- View, follow, and mention teammates in conversations
- Leave internal notes on conversations
- View customer profiles
- View, edit, and export reporting data
- Create and send Messages in-app or on your website
- View Docs content
Get every team in Help Scout
Product & Engineering
Gather customer feedback through conversations and satisfaction ratings, learn about bugs affecting customers, and provide technical support.
Help resolve billing-related questions and disputes, or gain insight into customer thoughts on pricing and contracts.
Identify opportunities to engage and nurture prospects who ask your support team questions during their sales process or trial experience.
Pursue upsell opportunities, track churn risks, and get ahead of issues with customers you have a relationship with.
Get a high level view into the support queue, track performance and trends, and understand the heartbeat of your company.
Create in-app messages to engage customers or launch new features, identify co-marketing opportunities, or find customers for case studies.
What are Light Users?
Try Light Users on the Plus or Pro plan
Success stories and tips
Companies that use Help Scout across teams build better customer relationships. Learn how they bring different departments into Help Scout and how you can too.
Inside Help ScoutHow Brain.fm Achieved a 95% CSAT Score With Help Scout
Learn how Brain.fm uses Help Scout to uphold its user-first mentality and achieve as much visibility into customer success as possible.
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Customer ServiceWork For Customers, Not Personas
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