Help Scout for Agencies

Visibility into all communication with clients and the statuses of projects is a core need of any agency or consultancy. It is imperative that everyone across the company has access to all of the information they need both from their teammates and also from clients to ensure that projects are delivered on time. Communication visibility could mean the difference between signing a new client or not, and even retaining a client over multiple projects.

A tool like a shared inbox can help your entire office have that overall visibility of all client communication in one place. Currently you may be receiving emails from clients in your personal inbox, that no one else on your team can access. With a shared inbox, you can transition to an, address like clients@ or projectname@, those emails can arrive into the same inbox that is shared across a team or even the entire company.

With certain members of your team responsible for specific clients or projects, you can redirect emails to them with ease using assignments. You can even have multiple shared inboxes in one Help Scout account, and easily move emails across those different inboxes. By organizing and redirecting conversations as needed, you will be able to have a big picture sense of the needs of client work overall.

Your team can also make use of features that will help them work efficiently and effectively, most importantly are notes. To communicate with each other on client issues before responding to an email, notes are the perfect way to collaborate within the group, allowing you to bring others into the conversation without the client being notified.

Agency and consultancy work relies on gaining and retaining clients, but folks might have questions for you before they start a project with you, or even as those projects might be ongoing. While your main website is a great way to showcase your agency's work, a FAQ site could help current and prospective clients find answers to basic questions such as how you handle RFP's or billing processes.

Similarly, an internal knowledge base can help your staff have information they need to answer questions accurately and with consistency. This is useful for keeping internal processes and information that your team should know, but is not necessary for public view.

When a potential client is looking to work with you, they might have some basic questions about how they could get started, but might not be ready to make contact with you. An AI widget embedded on your site could help answer some simple questions for those future clients whenever they might be looking for them.

In Help Scout we call that AI Answers, which determines its responses based on your Docs site if you have one and any extra web sources like pages of your website. It is a part of our Beacon tool, which is an embeddable widget you can add to your website and is included in all Help Scout accounts.