Case Study: Brain.fm achieves 95% customer happiness and under 1-hour response times with Help Scout

Brain.fm - Customer Case Study

Brain.fm, a neuroscience-backed music startup founded in 2013, needed greater visibility and consistency in customer success as it scaled. To gain a bird’s-eye view of support performance and better track common issues, Brain.fm switched to Help Scout in 2018 and adopted Help Scout’s shared inbox, reporting, tags, workflows and happiness reporting.

Help Scout’s reports and automation let Brain.fm set and monitor benchmarks (happiness >90%, response <1 hour) across 10 users and 45,000+ conversations, producing measurable gains — in a recent 60‑day period Brain.fm recorded a 95% happiness score, under‑hour response time and 60% first‑email resolution. Help Scout’s tagging and workflows also streamlined bug triage and surfaced happy customers for reviews, improving operational efficiency and social proof.

Brain.fm

Chandler Perog

Chief Operating Officer