Case Study: Help Scout achieves honest, unfiltered team feedback and higher engagement with Retrium

Help Scout - Customer Case Study

Help Scout is a customer support platform (helpdesk and knowledge base) trusted by thousands of businesses. Chris Brookins, VP of Engineering, needed a way to get honest, unfiltered feedback from a fully distributed team of 25 engineers — their previous Trello-based retrospectives caused distractions, groupthink and low introspective participation, so Help Scout adopted Retrium’s retrospective platform.

Retrium’s staged workflow (private blurred entry for quiet reflection, easy grouping, voting and discussion — often using the 4Ls with a 10-minute silent entry alongside Google Hangouts) gave everyone space to contribute. Retrium drove more engaged, diverse feedback and consistent participation from all 25 engineers, made it easy to prioritize topics by votes, uncovered hidden concerns and generated better ideas, and has since been adopted by other teams at Help Scout.

Help Scout

Chris Brookins

VP Engineering