Case Study: HelpScout achieves faster response times and saves hours with Mixmax

HelpScout’s Sales & Account Management Team Improves Responsiveness & Saves Time with Mixmax

HelpScout, a customer service platform used by more than 9,000 businesses across 140 countries, needed to streamline outbound communication for its Sales & Account Management teams. Seeking an all‑in‑one engagement and workflow automation tool with email templating, automated sequences, rules, and tight Salesforce integration, HelpScout chose Mixmax.

Mixmax delivered a single platform embedded in Gmail with a Salesforce sidebar that lets reps view and edit records without leaving their inbox, plus templates, multi‑step sequences, and automation. The result was faster, higher‑quality responses and fewer oversights—team members report Mixmax saves “a few hours every day” (about a day or two per week)—improving organization, responsiveness, and overall inbox productivity. Mixmax’s integration made Salesforce workflows accessible directly from email and reduced context switching.

Help Scout

Tim Thyne

Head of Sales & Account Management