Case Study: Mixmax cuts 24/7 staffing needs and boosts support productivity with Help Scout

Mixmax - Customer Case Study

Mixmax, a company that enhances email productivity with analytics and automations, faced a support challenge: its Customer Success team was working around the clock to serve a global user base and struggled to keep everyone aligned on features and processes. Using Help Scout (with 10 users) and specifically Help Scout’s reporting, Mixmax investigated whether continuous coverage was truly necessary.

Help Scout’s productivity reports revealed when most new conversations arrive, enabling Mixmax to reduce overnight staffing, adopt limited core hours and set customer expectations with Office Hours. By combining Help Scout features like reports, Office Hours, Saved Replies and Tags, Mixmax eliminated the need for 24/7 coverage, improved scheduling efficiency and now uses Help Scout’s reports weekly to monitor response times and adjust staffing.

Mixmax

Jen Skene

Director of Operations