Help Scout's New Messages Product: A Flexible Solution for Proactive Customer Support
Are you looking for a way to engage with your customers proactively? Help Scout's new Messages product might be just what you need. With Messages, you can promote, update, and proactively support your customers, whether you're a marketer, product person, or on the support team. In this article, we'll explore the features of Messages, how Flex Jobs uses it, and some tips and use cases to help you get the most out of this flexible solution.
Table of Contents
- Introduction
- Flex Jobs' Story with Help Scout
- What is New with Messages
- Use Cases for Messages
- Announcing a New Webinar
- Promoting New Designs for Banana Shirts
- Support Notifications
- Starting Conversations and Getting Feedback
- Top Tips for Using Messages
- Highlights
- FAQ
Flex Jobs' Story with Help Scout
Flex Jobs is a company that helps job seekers find flexible employment without having to weed through scams, multi-level marketing advertisements, and other junk that can be out there in the job space. Jess Vivil Wilson, a senior product marketer at Flex Jobs, joined the company in 2010 and has been using Help Scout ever since. Help Scout has been integral in how Flex Jobs markets, executes, and supports both employers and job seekers. Today, Flex Jobs uses Help Scout for incoming B2B customers, job seeker client services, and data integrity uses.
What is New with Messages
Help Scout's Messages product is an amazing conglomeration of everything messages. You can find all your messages in one place now instead of having to go into different beacons to find your messages. The new dashboard is consolidated into one place, making it easier for you to find where your messages are and to get a view and a glance of what's going on with your messages. With Messages, you can also target based on customer properties, schedule your messages, and track usage.
Use Cases for Messages
Messages can be used in a variety of ways to engage with your customers proactively. Here are some examples:
Announcing a New Webinar
You can use Messages to announce a new webinar and include a link to register. With CTAs in Messages, you can send people to any URL, whether it's a support article or a landing page.
Promoting New Designs for Banana Shirts
If you're an e-commerce company, you can use Messages to promote new designs for banana shirts and get people to pre-order.
Support Notifications
If something is offline, you can use Messages to get ahead of that issue and let people know that you're aware of the issue and working on it.
Starting Conversations and Getting Feedback
You can use Messages to start conversations and get feedback from your customers. For example, you can welcome them to the app or a different page and ask for their feedback.
Top Tips for Using Messages
Here are some top tips for using Messages effectively:
- Make sure your message is relevant, eye-catching, and helpful.
- Target your messages to the right people and use customer properties to personalize them.
- Change your messages often to stay top of mind.
- Make sure your team is aware of all the current messages and what their goals are.
Highlights
- Help Scout's Messages product is a flexible solution for proactive customer support.
- Flex Jobs has been using Help Scout since 2010 and has found it integral in how they market, execute, and support both employers and job seekers.
- With Messages, you can promote, update, and proactively support your customers.
- Messages can be used in a variety of ways, including announcing a new webinar, promoting new designs, sending support notifications, and starting conversations.
- Top tips for using Messages effectively include making sure your message is relevant, eye-catching, and helpful, targeting your messages, changing your messages often, and making sure your team is aware of all the current messages and their goals.
FAQ
Q: How is the fee charged if I go over my allowance for the billing period?
A: The fee is batched per a chunk of viewers. You can set a spending limit each month to control your spending.
Q: Can I customize messages based on the page?
A: Yes, you can use events to customize messages based on the specific URL or other factors.
In conclusion, Help Scout's Messages product is a flexible solution for proactive customer support. With Messages, you can engage with your customers in a variety of ways, from announcing a new webinar to starting conversations and getting feedback. By following our top tips for using Messages effectively, you can make sure your messages are relevant, eye-catching, and helpful, and that your team is aware of all the current messages and their goals.
