Case Study: NW Maids achieves tripled productivity and streamlined customer support with Help Scout

NW Maids - Customer Case Study

NW Maids, a Seattle-based home-cleaning company built around simple online booking and a 100% Happiness Guarantee, was hampered by disorganized customer support—team members couldn’t see who was handling conversations, relied on texts for context, and dealt with frequent rescheduling, cancellations, and one-off replies. To centralize collaboration and protect their customer promise they turned to Help Scout.

Help Scout delivered a shared inbox and collaboration tools (Save Replies, Collision Detection, Tags, Traffic Cop) that let teammates add notes, invite others into replies, and avoid duplicate responses. The result: Help Scout tripled NW Maids’ productivity, made the team more responsive to customers, and reduced mistakes—delivering faster, more consistent support that supports their 100% Happiness Guarantee.

NW Maids

Ilya Ornatov

Founder