Case Study: Help Scout improves remote team communication with Range

Help Scout keeps 12,000+ businesses in sync with Range

Help Scout, a company that provides a customer support platform used by over 12,000 businesses, faced the challenge of effectively managing communication and collaboration across its large, all-remote global engineering, product, and design teams. To address this, they partnered with the vendor Range to help structure their team's workflows.

The solution implemented with Range focused on creating a rhythm of asynchronous and real-time communication. This included establishing a mandatory 4-hour daily overlap window for teams, revamping meetings using human-centered design principles, and utilizing pre-reads to make meetings more impactful. As a result, Help Scout's teams achieved greater autonomy, smoother collaboration, and more effective, decision-focused meetings, though no specific quantitative metrics were provided in the case study.

Help Scout