The software my team calls our #1 tool

Outlook gave us a shared inbox. It gave us visibility but not control. 

Help Scout changed that. 

“But does it actually work?”

One of the main concerns agency owners have is that a shared inbox feels less personable. 

Here’s how we know it’s working: since moving to Help Scout, our clients have rated us 93% score, across 60+ reviews. Here’s what it looks like in real life: 

That’s not theory, it’s real feedback from the people we interact with every single day.

Best Help Scout Features:

• Workflows (Automations): Most emails now route themselves. No one sits around dragging messages into folders. 

• Notes & Collaboration: Teammates drop internal notes right on the email. No side chats, no lost context. 

• History at a Glance: We can see exactly who touched an email, whether it was assigned, replied, or closed. 

• Collision Detection: If two people open the same email, we see it, no more duplicate work. 

• Team-Based Distribution: Starting in 2025, we can route work by teams instead of individuals. That’s huge for balancing workloads. 

The impact? 

• Assignments are faster. 

• Collaboration is cleaner. 

• Clients get responses quicker. 

• The team feels supported instead of overloaded. 

And as an agency owner, the benefits go even deeper. 

• Advanced reporting shows how quickly we respond to emails, the volume by team member, and the type of service requests we handle. 

• For the first time, I can actually fix things because I have the data. 

• Most agencies track call volume, but very few track email volume, which is arguably the second most important communication channel in an agency. 

• I can also see every email that comes in and out. Spot-checking has never been easier. 

The truth is, I don’t see how any agency could go back to individual inboxes for service and sales. The difference in speed and accountability is night and day. 

And here’s the funny part, I found Help Scout by pure accident, watching YouTube videos. I took a risk switching our entire workforce to it, but the bet paid off. Big time. 

It’s not just a tool for us. It’s the system that finally made workload distribution by teams possible. No more days where one person drowns while another has nothing to do. We can shift work fluidly, and it’s changed how we run the agency. 

The crazy part? Help Scout didn’t just clean up our inboxes. It gave us the structure to balance workloads across teams, which made it possible to roll out our four-day workweek without sacrificing service. It was the domino that unlocked bigger operational changes. 

Ask my staff what their #1 software is today, they’ll all tell you the same thing: Help Scout. 

P.S. If you want to give Help Scout a try, here’s my referral link: https://helpscout.partnerlinks.io/4zch68czp5cr 

You’ll get a $50 credit if you sign up. 

And if you decide to roll it out in your agency, we’re helping other owners shorten the learning curve. We’ve developed a 30-day implementation process that includes workflow automation, team training, and performance tracking. Just send me an email and I’ll share our implementation approach.