Top all-time · #1066
Help Scout
Company blog · helpscout.net/blogbusinessdesign
Help Scout is the company blog at helpscout.net, writing about business and design. Since 2012, 62 different Hacker News readers have linked it 80 times, most often “Why Steve Jobs Never Listened to His Customers”. It has a working feed you can follow.
Too few sampled comments (25) to say how often HN recommends it.?
Why HN links it
Mostly mentioned as the company behind the Help Scout help desk tool, though its blog posts on customer experience, persuasion pricing and choosing help desk software are linked as references.
Summarised by Claude from a sample of 25 HN comments that link here. Each comment is marked recommending, critical or neutral (citing without judging); how this works.
Help Scout delivers all the powerful, intuitive features you need to deliver exceptional support at a fraction of the cost of other customer service platforms.
Most-linked posts?
- /5 people · 5 mentions · first linked 2012-08-30
- /4 people · 5 mentions · first linked 2013-03-13
- Why Steve Jobs Never Listened to His Customers3 people · 3 mentions · first linked 2013-03-06
- Features Tell, but Benefits Sell2 people · 2 mentions · first linked 2015-03-30
- How Our Remote Engineering Team Stays Agile2 people · 2 mentions · first linked 2016-05-19
- What Really Matters Can’t Be Measured2 people · 2 mentions · first linked 2016-04-01
- Lessons Learned from 6 Years of Working in My Pajamas2 people · 2 mentions · first linked 2015-09-09
- Why You Should Be Sleeping With Your Customers2 people · 2 mentions · first linked 2013-02-13
- /knowledge-base/2 people · 2 mentions · first linked 2016-05-05
- /2 people · 2 mentions · first linked 2012-05-15
What Hacker News says?
Disney would like to disagree.[1] [1] http://www.helpscout.net/blog/disney-customer-experience/
Comment linking /blog/disney-customer-experience/
on “I Quit: What really goes on at Apple”Submitted The Psychology of Color in Marketing and Branding as a story · 96 points
HN discussionHelp Scout | Site Reliability Engineer | REMOTE | helpscout.com Apply at https://help-scout.workable.com/jobs/171036 YOUR IMPACT As Help Scout's first dedicated Site Reliability Engineer you will own and define the best practices, tools and automation to ensure our fast growing SaaS provides high availability while increasing engineering velocity. Your work will empower more than 6,000 businesses around the world to…
Comment linking /blog/agile-remote-teams/
on “Ask HN: Who is hiring? (August 2016)”Submitted How Disney Achieves a 70% return rate as a story · 30 points
HN discussionI've been assembling a list of these lately for a book that I'm working on. ( http://startingandsustaining.com ) Some of the categories are fairly loose as some apps don't fit nicely into categorical buckets, but hopefully this is a helpful list. --Browser/Email Testing BrowserStack ( http://www.browserstack.com ) Litmus ( http://litmus.com ) --Bug/Issue Tracking BugHerd ( http://bugherd.com ) Lighthouse ( http://li…
Comment linking /
on “Ask HN: Tools of the trade, 2013 edition”Submitted Why Steve Jobs Never Listened to His Customers as a story · 28 points
HN discussionVero ( http://getvero.com ) - email A/B testing & re-marketing Trello ( http://trello.com ) - task/project/team management Stripe ( http://stripe.com ) - credit card payment processing Helpscout ( http://helpscout.net ) - email support system Plus the usual suspects: AWS, GitHub, Mailgun...
Comment linking /
on “Ask HN: Tools of the trade, 2013 edition”Submitted Basecamp,Trello and Help Scout support tool stacks as a story · 17 points
HN discussionHipchat ( http://hipchat.com ) - team collaboration Stripe ( http://stripe.com ) - payments Mandrill ( http://mandrill.com ) - email Tinfoil Security ( http://tinfoilsecurity.com ) - web security Help Scout ( http://helpscout.net ) - help desk / customer support
Comment linking /
on “Ask HN: Tools of the trade, 2013 edition”Submitted How Our Remote Engineering Team Stays Agile as a story · 13 points
HN discussionREMOTE Java Software Engineer - Help Scout - http://www.helpscout.net/careers/ To Apply: https://help-scout.workable.com/jobs/185336 The 18-person engineering team at Help Scout is full of people dedicated to a wonderful experience for our 5,000+ customers in more than 60 countries. We work remotely and autonomously for the most part, which is why this position requires senior-level skill and experience. The ideal e…
Comment linking /careers/
on “Ask HN: Who is hiring? (January 2016)”Submitted How we built a remote culture at Help Scout as a story · 10 points
HN discussionHelp Scout - Java engineer - [REMOTE or LOCAL] Headquarters: Boston | http://www.helpscout.net Help Scout is a help desk that is completely transparent to customers yet highly useful for teams that utilize it. It works by parsing all incoming customer emails and provides a consolidated mailbox view allowing multiple users in the backend to interact with customers, assign to other team members and a whole host of oth…
Comment linking /about/
on “Ask HN: Who is hiring? (December 2014)”Submitted Features tell, but benefits sell as a story · 10 points
HN discussionThese are interesting. Some related things that came into mind are e.g. prices that end in 9 might increase sales ( http://link.springer.com/article/10.1023%2FA%3A1023581927405 ). Or a waiter bringing mints when they give diners their checks increases tips significantly ( http://www.helpscout.net/blog/the-psychology-of-personalizat... ).
Comment linking /blog/the-psychology-of-personalization-how-waiters-increased-tips-by-23-percent-without-changing-service/
on “Hidden tricks of persuasion: study shows how easily we are manipulated”Submitted How Music Affects Your Productivity as a story · 7 points
HN discussionAt iDoneThis, we have several shared email inboxes (Helpscout is fantastic for this: http://helpscout.net ). What ends up happening is that most of our emails are processed out of shared inboxes, which makes it easier to respond in batch (as Harj points out) while still showing responsiveness (because people batch at different times). We end up hardly using our personal company email addresses.
Comment linking /
on “No Email”Submitted How to Stand Out in a Crowded Market as a story · 6 points
HN discussion> It still not easy, people were used to candles at that time. Edison did not study the candle making process or the problems of people with candles. His genius was in putting together the solution. ^This, and this http://www.helpscout.net/blog/why-steve-jobs-never-listened-...
Comment linking /blog/why-steve-jobs-never-listened-to-his-customers/
on “How To Validate Your Business Idea By Testing A Hypothesis”Submitted Lifecycle Emails: Magic Pixie Dust for User Onboarding as a story · 6 points
HN discussionWhat do you guys all use for email management between a small 2 person team (founder co-founder)? I've seen that one person has already mentioned https://www.helpscout.net/ I've been using Assistly/Desk http://www.desk.com , but find that it's actually a bit overpowering, and adds a lot of support meta-junk to each email that just makes it looks like we're trying to be an enormous company, when in fact, we don't get…
Comment linking /
on “Email: the easiest way to improve retention”Submitted What Really Matters Can’t Be Measured as a story · 5 points
HN discussionJames from Bugsnag here. We make sure to reply to people asap, we've set up Help Scout ( https://www.helpscout.net ) to manage the replies to these emails, so even if I'm out of the office, my co-founder can jump on and reply. Our target is to reply within 10 minutes, unless we are asleep :)
Comment linking /
on “Email: the easiest way to improve retention”Submitted Why You Should Be Sleeping With Your Customers as a story · 5 points
HN discussionHelpScout ( https://www.helpscout.net/ ). Brilliant piece of software built by a bunch of people that really care. Regular new features and improvements, an intelligent help desk that just gets out of the way, and docs for customer self-service (they have a private option for docs which we use for internal knowledgebases too)
Comment linking /
on “Ask HN: What SaaS customer service tools does your startup use?”Submitted 3 Days, $100k and Why We Gave it Away as a story · 5 points
HN discussionThis is currently how Help Scout deploys TLS certificates for Docs sites with custom domains: https://www.helpscout.net/knowledge-base/ I think we're in the ball park of 5000 domains right now.
Comment linking /knowledge-base/
on “Let's Encrypt at Scale”Submitted Outsourcing Support the Right Way as a story · 4 points
HN discussionWe use a bunch of tools at Zapier but some of our favorite are: - P2 WordPress theme from Automatic: http://p2theme.com/ - Sqwiggle: https://www.sqwiggle.com/ - Trello: https://trello.com/ - GitHub: https://github.com/ - Campfire: https://campfirenow.com/ - Zapier: https://zapier.com/ - GTalk - Dropbox/Box - RelateIQ: http://relateiq.com/ - Help Scout: https://www.helpscout.net/ - HelloSign: https://www.hellosign.co…
Comment linking /
on “Ask HN: Tools you use for remote working?”Submitted Lessons Learned from 6 Years of Working in My Pajamas as a story · 4 points
HN discussion
