Q&A: Switching from Salesforce Desk.com to Help Scout


Join us for a live interview on making the switch from Desk.com to Help Scout with Rhoda Meek, Customer Service Director at Olark. Learn about common concerns, what the process was like, and how work has improved for their team since making the jump. Bring your questions - we will answer them live!

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Tim: So for everybody listening, I’ll do the introductions one more time. I’m Tim from Help Scout. We have Rhoda here from Olark. So I don’t anticipate, we may end up taking the full hour today. And if we do, that’s great, but we may end up kind of calling it short.

Tim: What I wanted to do was really spend some time, invite other customers to join Rhoda and I, and talk about what the transition to Help Scout from Desk.com is like. I think what might be a really helpful way to kick us off, Rhoda, before we even get into some of our questions, just give a little context of what is your team size, how long has Olark been around, what is Olark, to get us started.

Rhoda: Sure. Olark’s been around since 2009. We provide, we’re a live chat company, so we built little live chat boxes. And the entire team is about 40, and our customer service team over the last few years has sat around eight.

Tim: Perfect. How many people though do you have, so you might have around eight on customer service, but how many people across your company are doing service on an ongoing basis?

Rhoda: Well, we do all hands support. We encourage everyone who joins Olark is trained in customer service. They do a week’s training. We encourage them to at least month to month go into chat or answer emails, and really communicate with customers. We feel that makes a really human experience, and also makes our customers real, especially for people who work on parts of the product that they might not always be customer facing. So we do have everyone set up in Help Scout.

Tim: Yeah, it’s awesome. And it’s funny when you look at all your team of around 40 at Help Scout. There’s a lot of people though, who you said they might come in once a month that are relatively active. Much more so than probably month to month. We’re big fans of all hands support here, so it’s something that I think makes you different; it’s definitely worth noting.

Tim: So talk to me a little bit about, before we really get into either Desk.com or Help Scout, talk to me a bit about how long were you on Desk.com for, one. And when did you start considering a change?

Rhoda: I think we, as far as I’m aware, I’ve been with Olark for … sorry. We’ve been using Desk.com since really the very beginning of Olark, as soon as Olark reached a point where we needed more than one email account, and a couple people looking at it, we’ve used Desk. It worked really well, but I think we found as our team grew bigger and as we started handling more and more cases, I started to hear rumblings about looking for another tool, maybe that the team wasn’t quite happy. And that was at least a year, if I’m honest, before we made the move. It was a long time coming.

Tim: So you had the rumblings, it was about a year before you really made the change. I guess what caused, what happened during that year? What was the hesitation, and what was the feedback from the team?

Rhoda: I think the hesitation was just the sheer scale of it, and the disruption, if I’m honest. My hesitation was this year’s scale. It just felt enormous. We had an archive before we moved to Help Scout of over half a million cases, and that felt huge. It just felt terrifying, and it was something that we talked about, started talking about. But we didn’t really have a proper plan. We hadn’t made, I hadn’t made a sort of action plan for how we were gonna go about it. In terms of priorities, it fell off the priority list, ‘cause we had other things we wanted to do.

Rhoda: And then I think it was a discussion in Slack, and it was someone else saying “I can’t find this case, need better search. Please can we look at finding a new tool?” And then in my head, it’s like no we can’t. I’ve got a road map, I’ve got priorities. We cannot, this is gonna be a huge project.

Rhoda: And yeah, in the end I actually sat down and had a conversation myself. It was like, you know what? We could save so much time just not talking about, in Slack, about how bad search is, or how we can’t find what we want, and how we want something new. Let’s just do it, because it’s gonna make a happier team. It’s come to a crunch point where we really, really need to do it.

Rhoda: There were a lot of good things about Desk, but it just wasn’t quite doing it for us at this point. I decided, okay, I’m hearing the voice of the team loud and clear. I’m seeing it in black and white. Let’s actually make this happen.

Tim: Awesome. And question for you, if you don’t know this off the top of your head, just let us know. But we know you had about a half a million tickets you had to migrate over. So what does your team’s volume look like, on a monthly basis? Do you happen to know, is it …

Rhoda: We set around, I think we average about three and a half thousand cases.

Tim: Okay. That makes sense, a team of eight, forty, a whole bunch of other people jumping in. Okay. I think that’s helpful, just for others on the call who might be lower or might be higher, to just understand your scope, why you had certain iterations around scale.

Tim: So you mentioned a few things that were … a lot of it was around that user experience of Desk.com, and challenges you had there. So when you started thinking about looking for a new solution, what were the things that you were looking for? As you started, before you even really dove into, like, here’s our action plan, at a high level, what were the things that mattered to you when you were searching for a solution?

Rhoda: There were a lot of things. We actually sat down before we did anything, and I had the entire team do a list of must-haves, should-haves, and nice-to-haves. Everyone got involved in that. And I think …

Tim: Question, was that just the eight on the support, or did you do company wide input on this as well?

Rhoda: That was just the eight on support, yeah.

Tim: Okay.

Rhoda: We looked at things, a daily basis, and quite simple things. We wanted good search functionality. We wanted in-line images. We wanted a WYSIWYG text editor. We wanted to be able to linkify text. We were also looking for an intuitive UI, and we have a really strong culture at Olark. So we were looking for a solution that kind of fitted our culture, people we could kind of work with easily and who got what we were about.

Tim: Awesome. I think that’s helpful. So you had culture, you had your product requirements. And talk to me a little bit more. So people in the call, some people may have already switched to Help Scout. Others may be thinking of it. And a few people in call, this might be their first time ever hearing about Help Scout. So maybe they’ve never considered the switch. What was that, so you had must-haves, need-to-haves … any tips about that process? Did it go as seamless as it sounds? Did you put out a Google Sheet to them? How did you facilitate the conversations about the requirements there?

Rhoda: We did it actually, pretty low tech way. I created a Google Doc, and I did a table of the must-haves, should-haves, and nice-to-haves. And I just let people do it. I think by that point the team really felt, had enough knowledge about what they didn’t have and what they did want. We also had people who’d recently joined the team who’d used other solutions. I felt that we had a really good working knowledge of what we needed as a team, and I felt that our own team were the best people placed to …

Tim: Perfect. I think we lost Rhoda here for a minute. So Rana, I received your question here. Which brings up a good point here, which’ll lead us in. As everybody on the call is listening, and as you have questions, feel free, chat us in. If it’s a question that makes sense in context of what we’re talking about right now, I’ll be sure to work it into the conversation. And if not, it’ll be something we’ll be sure to go back to at the end.

Tim: So Rhoda, you built out this list of some requirements. How did you then go about figuring out, did you just look at Help Scout because you knew of Help Scout as a company, or I guess Rana’s direct question was, what other products did you evaluate? What did this look like as far you moved to look at a change, into kind of your evaluation phase?

Rhoda: We evaluated pretty much every help desk out there. We had some really strong advocates for Help Scout at the beginning, and I was really keen that we made sure that we covered all of our bases. We took the agreed list of must-haves, should-haves, nice-to-haves, and we did a document for every single tool we had. And the deal with the team was, if you’re gonna make this happen, we’re all gonna have to do it. We split all the tools to be evaluated between the team, and if a help desk solution hit all of our must-haves, it could go onto the next stage. And if it didn’t hit a must-have, then we just said no and we didn’t go any further. We tried to reduce the workload.

Rhoda: And by the time we got to that, I think Help Scout ticks every box apart from maybe one of the should-haves. We had a very clear winner at the end of it. But I felt good that we had put in due diligence, and that we had looked at all the options.

Tim: Perfect. And for fairness to Rana, what were the other two like? When you narrow down that short list, who were you comparing Help Scout with?

Rhoda: Oh boy. We’re coming on nine months now. I think we were also looking at Groove at that point. And we were also looking at Salesforce, give you an example.

Tim: Those were the two I had in my notes there, so that makes sense. Another good question. John asked, and this might, John I can’t promise we’ll be able to answer this. He had a question where, if you can kind of rattle back. What were some of your, when you thought of, what were some of your must-haves and should-haves?

Rhoda: Our must-haves, I mentioned again. Good search. Things like a good search. One of our must-haves as well was a strong DURA integration. That was something that we felt was really important. We’d been working with a solution that almost worked, but didn’t quite work. We used JIRA to send all of our Tier 2 issues through to what we call our triage team, and then to liaison with engineering. So that was an absolute must.

Rhoda: We were looking for intuitive UI. We looked at a few solutions that the customer had to log in, for example, to see our response. We felt that that wasn’t an intuitive user experience. We were looking for stuff that makes our conversations with our customers human. So we were looking for the ability to put a GIF in line. We were looking for the ability to linkify something, rather than have an entire list of URLs that you’re sending to a customer. It’s really hard to parse. Tools like that.

Rhoda: We were also looking for the ability to follow cases easily, to assign cases to people easily, to have cases in multiple folders or assigned to multiple groups and people. Strong workflows and intuitive ways of filtering. That kind of thing were in our musts. Yeah.

Tim: And I’m gonna, I’ll do the plug there as well. I think Olark integration was also a must-have on the list there. We do integrate with Olark. I think that covers it. And the summary was in line. So some of the key things, like when I look back on our notes before this call, what were the things that we spent a ton of time on in calls? And I think you hit them all. It was really being able to customize, what is your agent’s experience within Help Scout? How do you organize your conversations? How do you sort things and make sure that you’re able to assign the right priority? We talked quite a bit about all of the automations and workflows that you had the ability to build in Help Scout. And then I think you hit, and I think on the third one was really about what was the customer experience. So I think something that was a little different was being able to have a very personal email back and forth, without a ticket number in HTML formatting. Is that accurate?

Rhoda: Absolutely. Yeah. We get good responses that way as well. It just feels like a really personal experience. I think that says something about the UI. It’s clean, it’s kind of happy. I feel pleased about being in Help Scout when I’m going into my tickets.

Tim: Our marketing team and product and design and engineering is gonna love to hear that. So it’s something we work hard to do.

Tim: I don’t see any other questions in the ping yet. Kind of moving forward, you narrowed down your short list. And then, you came down to Help Scout, and we had a lot of conversations around does it make a good fit, does it check off all of the boxes. We’ve talked now a little bit about why Help Scout and what you were looking for. But now, what did that process look like? Let’s start through, you created that checklist of things to do. Talk through what you outlined as what your key steps were, and something that would be interesting and if I’m recalling correctly is, I thought we had a really defined, it felt like a very long action list the first time we talked. And then it drastically, as you realized how simple Help Scout was going to be to implement, it felt like it drastically got shorter. I think we were up and running fairly quickly. So just talk to me about, what was your thought process as you outlined what that actually was going to look like?

Rhoda: Yeah. I think my concern was that it was gonna be much more complex than it actually turned out to be. I had assumed that it would be up to me to export and import, for example, all of the cases. Setting up users, creating all of our tags again. All of that felt like a lot of work, and then even in the first call with Tim it was like, “So, we import your cases. We deal with the desk API. That imports the users, and that also imports the tags.” And that kind of thing, it instantly knocked about what I had imagined being about two week work off the list.

Rhoda: I am a bit of a catastrophist. So I always expect the worst, and I do live by my list.

Tim: We’ll give Rhoda …

Rhoda: The call is like, sorry. When I was able to come off the first call with Tim and be like, okay, we can set up the import. Pretty much now. That was brilliant, because that then let me say, okay, these things are getting dealt with. And actually, when it comes down to it, the number of things we have to change and the number of things we have to do are actually much smaller than I thought. Thankfully, my to-do list shrank. It still felt like quite a lot at the end of the day, but it felt much more manageable. And I kind of felt like I had help as well.

Tim: Yeah, it certainly wasn’t like, overnight. At least we helped with the import. So when you think of, getting the data in was working through the import tool and working with support there. But when you think of the product setup, ‘cause you went in … what were the things that were, I guess two buckets. What were the things that you remember being really easy to set up, and then what were the things that caused you not hesitation, but caused consideration? Like do I wanna use … what were the features that caused you to think a little bit, or required a little bit more planning?

Rhoda: Things that were pretty straightforward was moving our email channels across. That worked really well. The interface was great to set up. Setting up our teams, figuring out folders, figuring out workflows. That all felt quite good, quite natural.

Rhoda: Some things that gave us pause, and the one should-have that didn’t make the list was being able to respond to Tweets. And Desk allowed us to do that, and it was actually a really useful feature. We had to think about how we were gonna do that instead, and at least a month before I actually, the date that I’d set to move, we actually set something up so that we answered Twitter within Slack. And we started doing that a month before we transitioned, and that meant that as soon as we did move to Help Scout, people were already used to not answering Twitter there.

Tim: So talk us through quickly, ‘cause that might be questions that other people have. How do you manage that? How did you actually set that up to work in Slack?

Rhoda: There’s a couple of apps out there that you can add to Slack. We use Mail Clark, and he sits in one channel. The Tweets come in, and then you can respond in line in Slack. So we’ve just got a Twitter room, and you see if it’s highlighted when you’ve got new messages. That worked within our existing workflow in Slack anyway. It wasn’t a deal breaker, but it was one we had to get used to.

Rhoda: And I think something else that gave us pause were custom fields, because custom fields in Help Scout meant something slightly different to what we were used to. We pooled information into Desk via custom fields, and in Help Scout you fill out, you create custom fields and then fill those out. So I got some engineering time from our Tier 2 folks, Alicia and Dennis, and they did a great job of actually creating a dynamic app within Help Scout to pool that information in. That was a great solution.

Tim: So let’s talk a little bit more. For everyone on the call, give context. And Rhoda, if you wanna [inaudible 00:18:30] a little bit about the types of information you pull in. A lot of Help Scout’s customers, specifically other companies that are basically software companies, or B to B, often have a lot of customer data stored in another system, whether it be your CRM like Salesforce or HubSpot, or in just an external database or your backend. Well, what’s really helpful for your team is to have that data visible while they’re working with them. So Help Scout has an API that allows you to pull relevant information right into that customer profile sidebar. And that’s something that Olark has done, so they’re pulling data.

Tim: So what is, just to give some color. What is an example of some of the information that you pull into the sidebar that’s really helpful for your team on every conversation?

Rhoda: Sure. We have our own proprietary backend system, that we call Olarkical. It contains everything we need to know about our customers, but obviously it’s that workflow of moving between things and trying to reduce the clicks all the time, is my goal. So we pull in things like the customer plan, what plan they’re on. When they last paid. We pull in what features they have enabled. Their main contact detail. We pull in their website, ‘cause very often people email us with a problem that [inaudible 00:19:46] their website. So you have to go and find the customer. We just pull that into the sidebar, and it then saves us an email going back to that customer saying “Hey, what’s your website?” It’s just right there. You can just click it and go and help troubleshoot.

Rhoda: And we’re also using the HubSpot integration as well, so below our own Olark stuff, we then know which emails the customer’s [inaudible 00:20:06] received from us, and what their last actions were. And all of that helps us build a really great picture of the customer before we build response to them.

Tim: Perfect. That’s great. One question, and I think I probably have a few more. Rana had a question about, did you migrate a knowledge base over, or how do you manage your knowledge base today?

Rhoda: That’s a really good question, because one of the things we wanted, the should-haves on our list, was a knowledge base. And we were quite keen to move our existing knowledge base. Again, it’s proprietary. It’s built in-house at the moment. Our customer service team struggles to edit it. You can do it if you have a knowledge of Get Help, and you’re happy to do a pull request. But not everybody is, and we were really keen to actually get a knowledge base going.

Rhoda: So we looked into that as part of the migration, and we looked into it, and we looked into it, and we did so much research. And having been really keen on having a knowledge base, in the first instance, we actually decided not to in the end! And we’re still using our existing solution.

Rhoda: I think one of the great benefits, though, of Help Scout is that we have the option to go there in the future. There is a really strong API for that. We did a lot of playing with it, and we know what the options are.

Tim: And I think for everyone else listening, I think a couple important things there is, we do import from your Desk.com knowledge base. So in Olark’s case, it wasn’t as easy for them to just import all their articles because they would have to do a little bit of custom API. If you have a knowledge base on Desk.com though, we would help you migrate all of that content over as part of that import process.

Rhoda: Back in the day, we had a knowledge base on Desk.com, and then we switched it out for one that we built ourselves. So yeah, it would require quite a bit of engineering.

Tim: And now, I’m more curious. One thing that I hear from customers all the time is, one of the best parts of having your knowledge base and all of your communication in one system is the integration between the two. So when you’re answering a customer, you don’t have to go to the site, copy and paste the link, and bring it back in because you have that search interface right from within Help Scout. How do you manage that today? Do you actually just go to the site and copy and paste it? What does that process look like?

Rhoda: That’s a really good point, and actually, we love the concept, being able to do that and not have to go and copy and paste. A lot of our agents and myself included use a shortcut software on our own systems, so I use Brevi. I have a shortcut for the majority of the asked for links, basically. And that’s how we do it. Otherwise yeah, we do copy and paste, which is not the most efficient solution. But it’s the one we’re using at the moment. Text expanders are a good solution for that.

Tim: Awesome. That’s helpful. Anything else that we missed from a setup standpoint that you think of that maybe would be worth somebody considering being aware of?

Rhoda: Sure there are loads of things.

Tim: I’m trying to come back, and I think we covered most. I’d say the one thing I guess that would be helpful for those of you on Desk.com is, saved replies felt fairly straightforward. The mailbox setup, I remember, going really seamlessly. The one thing I remember us having a lot of conversation around, we talked through all of the automations. And something that was really interesting, and something a lot of customers don’t do is, you looked at the … I’m sorry, the workflows, and once we talked through them you were like, and you understood the concept and how powerful they were, you said, “I don’t wanna actually.” So most customers do this, they say “I’m gonna replicate every workflow I have in Help Scout from Desk.com.” And you said, “actually, I think Help Scout is gonna change the way we work. There’s gonna be so much that’s easier, that’s gonna actually adjust our process, that some of the workflows we’ve had in a legacy in Desk, we’re not gonna need, I don’t anticipate.” So you didn’t build them. You said “We’re gonna go live and we’re gonna build as we go.” How did that go, was one. And I think there’ll be some things that worked and some that didn’t. But what was your thought process there? And once you got to building workflows, where did you run into troubles? And then how do they work today?

Rhoda: Workflows. We had so many workflows and filters and rules in Desk that had been there. They’d started in 2009, and they just kept growing, to the point that quite a lot of us, there were very few people in the company who remembered what some of them did or why they were there. I looked at the amount of time it would take to rebuild those workflows, and considered the fact that we weren’t really generally happy with them and kept tinkering with them anyway, and thought … okay.

Rhoda: So I checked in with the team, and I said “If we don’t do any of these, we’re gonna have a pretty crazy inbox for the first few days of being live in Help Scout. But you create your workflows. You talk to each other, and we will figure out what workflows work for us.” That’s what we did, and we had a couple of people who’d used Help Scout in previous jobs, so they had a really good handle on how the workflows worked. That was a great benefit for us. We just built those workflows kind of as we went.

Rhoda: There were definitely learning curves. For example, the fact that Help Scout workflows execute in order was something that we didn’t always take into account. It’s great that they do, but when you don’t expect it you don’t always put things in the right places. So we had a few days of, “WHY?” Before we figured it out.

Tim: For context of those listening, the way Help Scout workflows work, say you had two automations. You had one that was setting a category of the conversation, and you had a second one that was setting a category and assigning it. If for example, the way workflows work is they would go through and they would process from start to finish. So if the first workflow triggered and was categorized and assigned to somebody, but then the second workflow, the criteria met for it as well, it would also then recategorize and reassign. So sometimes thinking about which one you want to be the priority ahead of time could be helpful, ‘cause you can organize that in the auto.

Tim: Just had a call with a customer this morning that was running into a bunch of confusion, it was all about the priority builder. I think that’s helpful. And then, did you end up rebuilding everything you had in Desk.com, or did you truly end up realizing a lot of it wasn’t necessary?

Rhoda: We realized a huge amount of it wasn’t necessary. I don’t think we’ve got even … we’ve got a reasonable number of workflows, but I don’t think we’ve even got a third of what we had in Desk.

Tim: Perfect. That’s good. And then what is the primary thing you’re using workflows for? Is it categorization, is it assigning, how do you typically find that they’re used most often?

Rhoda: We use it mainly for assigning, I would say, is probably what gets triggered most. Assigning to our Tier 2 team. You can tag it “triage” in our Olark chat, and it will go through into Help Scout and then get assigned into their folder. The same for marketing emails. If marketing emails go out, we have a standard workflow that says, you just add the subject line to and it goes into the marketing folder for the marketing team to deal with as well. And then we use things like mark as closed, and send to a particular folder, for example for chats. So we actually have chats arriving in … tags to them. Ah, sorry.

Tim: We lost you as you said “We actually have chats arriving,” and then we got cut off there.

Rhoda: Yeah. We actually choose to have chats arriving in Help Scout as active cases, and then we look for particular tags. And if there are, those tags are assigned to them we keep them active and otherwise we send to pending, or closed. We do a followup thing where our agents use a followup, tag followup on things. And if that tag’s on a chat, then that stays active, for example. It has a lot of that just in terms of managing responses, and managing different channels, I think is how we use the workflows most.

Tim: That’s really helpful. And then what was team training like?

Rhoda: Team training was great. It was really fun. I think what I did first was I let everyone in CS have at Help Scout. Here are your logins, go in, explore. And as we were importing the archive, they were having a look and seeing how things worked. And then we got the whole team, as many as we could, together, and Tim did a training webinar. It was really good fun. I think a lot of people were surprised at how straightforward it was. I don’t think I’d appreciated really how much anxiety there was in the rest of the team about doing it. I don’t know if it was anxiety or they were just sick of me talking about it. But they did the training, we recorded it so that people who weren’t there at the time could watch it back. I sent out the link quite a few times to people. And it seemed to go really well. Everyone felt really confident, I think, at the end of it. They felt like the understood the new tool.

Tim: How quickly … I don’t actually recall. Did we go live within days following the training?

Rhoda: We did. It was within about two days.

Tim: That sounds about right. We have a couple questions here from Rana. One was, did you trial Help Scout prior to our conversations? Did you trial it, did other people trial it? How did that work before we really started working together, is one question. And a followup in similar that we might wanna chat a little bit more with, how did it run in parallel with Desk.com, or did we officially turn a switch on at a certain point?

Rhoda: We did have it run in parallel. And we did a trial. We did a trial when we evaluated, we signed up for a trial. And I think by the time we got right into actually talking, that trial had run out. But it had given us a good idea of what we were wanting to do. And then as we were importing the archive, we were able to trial things there. So we were able to test things out, and what we did was we did run it in parallel. The Desk, export from Desk, I believe created the FM wrong takes, the most recent case, and then works its way back. So you have your most recent cases, and what we did was we waited until that had completed. And then we picked a date for switching over, and I rerouted our Google Apps email and ran a second import, and that just took the newest cases that had come in since we first started the import. So it made sure that everything was up to date.

Rhoda: I actually ran the two helpdesks in parallel for the remainder of the week, after we moved over, just to make sure. I made sure that no emails were supposed to be coming into Desk, but what we did was we cross-checked everything that we had active or pending in Desk to make sure that it matched what we had in Help Scout. And then we checked in on Desk a couple of times a day for the next week to make sure that nothing had fallen through the cracks.

Tim: But at no given time you were ever answering from both systems.

Rhoda: No.

Tim: You always, you were answering from Desk.com as you were starting to import items into Help Scout and work through setup and testing. Once the import was kind of completed and you set a date, you actually had to forward or send things into both accounts, but you had actually, the team all at once transitioned over and said on this day, we’re gonna start answering everything.

Rhoda: I actually only had it forwarding into the one account, so I actually switched on that day from forwarding to Desk to forwarding to Help Scout. And we just cross-checked, and made sure that everything matched up, yeah. We didn’t want everything, I was fairly tense the day it was happening and I was cross-checking everything, and checking my list off and drinking a lot of coffee. And set up the new forwarder from Gmail, and completely forgot to switch it on.

Rhoda: So I’d switched it off to Desk, and forgot to switch it on. And I caught it within about, I don’t know, quarter of an hour, 20 minutes. But I didn’t feel too clever.

Tim: Well, question. How many mailboxes do you have in Help Scout? Is it three or four?

Rhoda: We have three or four. We’ve experimented with different mailboxes versus folders, but yeah. We have three or four at the moment. Tim: And did you ever have multiple addresses in Desk.com? Or was it always the single one?

Rhoda: We had multiple addresses. Yes, we did have multiple addresses as well, in Desk.com. And for example, our security team has their own security inbox. So anything that then would’ve been forwarded to them.

Tim: Perfect. So I think we’ve covered a lot. I wanna make sure we open it up for any other questions we haven’t done, but I’d love to hear … so it’s about nine months now since you made the transition. What does the team think today, now that it’s been nine months? And what are your highlight features?

Rhoda: I asked the team this today before I came on the call, ‘cause I thought they use it the most. So I’d love to hear what they think. In no particular order, it was the search functionality came up quite a few times. Finding things fast. I think being able to find edge cases quickly, or I remember I’ve answered someone about this before. It’s just crucial to speeding up how we respond to customers. The small things, like fine text, images, GIFs. The support service is really easy to communicate with. Being able to see all the correspondence with a particular customer in one view is really helpful. Command-K to hyperlink text. Quite a few folk loved that. And inline images. The simplicity, really, of building a custom app, a dynamic app. It was simple for someone with a little bit of engineering knowledge.

Rhoda: Neither can I. But for them, they find it really straightforward. I did like this one, that there’s no more anxiety inducing weird alarm sound.

Tim: What is the context there?

Rhoda: Anyone who uses Desk should know this one, that if you are inactive for a period of time, you’ve got it open, you get an inactivity warning sound that’s kind of … You can switch it off, but it is, there you go. The Desk.com desktop.

Rhoda: And I think it’s also real easy to update customer information, WYSIWYG text editor. Yeah. There’s a lot of things that people are really enjoying about it, and not least the little bit of pride you get when you empty an inbox. I like that.

Tim: Yeah. I’ll give a quick side story. So we have a help guide. If you ever sign up for a trial, or you decide to make the switch. We call them huzzah images. So when you clear out your inbox, we have a whole series of these great icons that’ve been cycled in. Some of them are just a fun icon, and others will say like “It’s party time,” and maybe there’s a Spotify playlist that pops up there that you can click into. There’s these little things that, I don’t even remember the history of how it started. But they’re like, people wait for them now. They’re looking for them. They love them. We have T-shirts for all of them. So they’re just one of those little additions that we hear about all the time.

Tim: Do you have a favorite image?

Rhoda: Is there a unicorn? I think I like, yup. Yeah. It’s the unicorn.

Tim: Okay. Perfect.

Rhoda: See, the unicorn is the national animal of Scotland, you see. That appeals to me.

Tim: Perfect. We’ll have to get you a unicorn T-shirt. Awesome. So we have what the team things. Any other questions from Carl, John, anybody else who’s listening in? Any questions that we haven’t covered yet, or things that maybe you have outstanding questions on?

Tim: I don’t see any other questions. We’ll give them one more minute to kind of write in. But I appreciate the time today. I really hope this was helpful. I really appreciate your time. I appreciate everybody who joined and was listening in. I hope you found this helpful, in some little way. And if you have any other questions following up on this, you can always email us. My email’s Tim@Help Scout.com. And I’m happy to answer anything else that comes up in advance. Rhoda, thank you for your time. We can’t thank you enough. We appreciate not only having you as a customer. We use Olark, we love Olark and everything you stand for. So we appreciate your time.

Tim: And it looks like the feedback coming in was really, people enjoyed it.

Rhoda: Awesome, well thank you for asking me to take part as well. We’re really enjoying Help Scout. It’s been brilliant to talk. Thank you. And thank you for bearing with my storm-related

Tim: It wasn’t that bad. I think we had like two or three times, it was … Luckily it comes back quickly.

Rhoda: Yeah.

Tim: Awesome. Well, enjoy the rest of your day, and we’ll talk soon.

Rhoda: Take care, Tim. Thanks.

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