Case Study: TeamSnap scales personalized support and cuts costs with Help Scout

TeamSnap - Customer Case Study

TeamSnap, a platform used by around 20 million people (adding roughly 200,000 users per month), needed to scale a remote customer experience team without losing a human, personalized support approach. Before working with Help Scout, TeamSnap’s 185-person organization relied on a costly “smorgasbord” of tools that drove inefficiency and high spend; they sought a unified solution — Help Scout’s Company Plan and Beacon (live chat and Help Center) — to consolidate support workflows.

Help Scout replaced five disparate tools with one integrated platform, giving agents a single view of tickets and live chat, built-in self-service via Beacon, and better reporting. The move cut costs dramatically (from six-figure spend to about $12,000 per year for unlimited users), boosted agent efficiency, freed managers from manual spreadsheets, and made daily and hourly trend analysis possible — all delivered through Help Scout’s platform.

TeamSnap

Amy Teten

VP of Customer Experience