Vero

We've recently been playing with a few new ideas to offer our customers better support. At Vero, we use Help Scout to manage our support inbox primarily because we love the look-and-feel of the email responses they send out. We've used it for nearly three years now and still find it to be well suited to our needs. At any given time, there are at least two people working on support in a dedicated capacity with a third, typically an engineer, working through technical issues. One challenge we've had as our team grows and we work with more customers is ensuring context is carried from one conversation to the next. Take, for example, a customer on a free trial. During their trial, they'll receive automated emails from Vero guided by their activity. Have they installed Vero's API? Have they created a campaign? Have they invited team members? When a free trial customer contacts support, we need to know where they're at in this lifecycle. There are tools that would let us combine our support and email automation, but we feel these would mean losing out on some of the best features in both Vero and Help Scout. To make everything fit together, we've been built two extensions to connect Vero and Help Scout.