We’ll use tags to keep track of recurring bugs, feature requests, or specific projects we want to keep an eye on for future reference. When an email goes through Help Scout, it’s usually an opportunity to improve our product or service. What’s great for the rest of the team is that we can reply from our inboxes when we get an email notification of an assignment, rather than having to head over the Help Scout itself.Ĭustomer happiness isn’t just about solving existing problems and bugs but listening to what people have to say. Help Scout also allows us to write notes, which is key as an email can change hands when it’s assigned or when we’re pitching in during a support swarm. In addition to handling the bulk of support issues, she helps direct email traffic, whether it’s assigning email based on area of expertise or an existing connection from a past conversation.

Our Chief Happiness Officer, Ginni spends the most time in Help Scout. Nobody likes to feel like just another customer number. We manage customer support emails in Help Scout, which provides a centralized, coordinated system that enables us to send personalized emails that still look just like we’re sending them from our inboxes. – iDoneThis is our workday progress snapshot.

– HipChat is our virtual office chat tool. – Trello is our content organization tool. – Help Scout is our customer happiness tool

And when business tools can evolve as we evolve while retaining their simplicity and effectiveness, they have great staying power. We’ve rounded up our seven favorite business tools that keep us moving forward. What these seven business tools have in common is that they’re easy to use and responsive to our needs. We know the beating heart of running a successful business is successful communication internally as a team and externally with our customers - and without helpful tools, we can’t connect. As a distributed team, we find online business tools indispensable because we rely on them so heavily to collaborate and create our collective office space in the cloud.

Online business tools 2012