Our mission is to empower businesses with tools that serve people in the most human, helpful way.
Our Story
We created Help Scout for businesses that share our passion for doing right by the customer. For many of us, great customer service isn’t a cost center — it’s an effective marketing tool, a competitive differentiator, and a cornerstone of the brand.
But in 2011, there were no customer service platforms available that embodied our customer-centric values. There were help desks that quite literally treated each person like a number and made it far too difficult to build a long-term relationship. We felt a strong pull to make something different, and we did.
Today Help Scout is used by customer-centric organizations around the world, from small businesses to high-growth startups and non-profits. We’ve been on this journey for several years now, but in many ways, it still feels like early days. The way we see it, doing right by customers will never go out of style, and we intend to be around for as long as people value that way of doing business.
Our Values
People love to buy from and support businesses they believe in. It’s what makes small businesses so special, and it’s why we choose to share our values publicly.
- For-profit and for purpose: We’re a Certified B Corporation, which means Help Scout is accountable to inclusive, sustainable business practices. We’ve also committed 1% of our equity to corporate philanthropy via Pledge 1%. If your organization is making an impact, we’d love to help!
- Diverse team, better everything: The data is indisputable: diverse teams perform better. In the interest of building the best product and the most thriving and inclusive company, we’re committed to a diverse team that understands and reflects our customer base.
- Do less, do it better: Instead of chasing feature parity, we aspire to build products that get the details right. Doing support is a tough job, and we’re fiercely committed to helping our customers feel like they’ve got superpowers.
- Remote first: We’ve worked remotely from day one and have seen the extraordinary benefits of a remote-first company and culture. It enables us to hire the best talent we can find, and for our team to enjoy the flexibility and unprecedented work-life harmony.
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