Help Scout for Finance

Reliable and accurate communication is necessary for companies across a variety of businesses that are within the finance field. Whether you're a banking institution, provide tools that assist financial or investment management, or offer financial guidance, being able to effectively manage customer communication is crucial for supporting your clients. 

Using tools that empower your whole team to provide excellent service and develop strong relationships can completely change how you work with clients. This can be done with a shared inbox for team-wide visibility about what your client needs are, and a knowledge base and an embeddable website widget to make it simple for your clients to find and receive help whenever they need it most. 

You may be used to handling client emails within your personal Outlook inbox, but this can lead to isolated discussion and a lack of knowledge sharing across your company. By moving client communication to a shared inbox, you will open up visibility across your team and can also implement practices that will help everyone work with greater efficiency and clarity.

If there are particular members of your team responsible for specific clients or projects, you can redirect emails to them with ease by assigning conversations. 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 can manage your queue while also keeping a big picture sense of your clients' needs instead of forwarding emails between Outlook inboxes.

Incorporate productivity and organization tools in your shared inbox that will help your team provide your customers with timely and accurate support. Let’s say your clients write in with questions about tax planning or clients are running into a pesky bug with your software. You can create a library of saved replies with common responses, so your support team can quickly insert a snippet of text without needing to look in various places for the same information. 

A public facing knowledge base will allow your clients to get instant information, at any time. With a knowledge base, you can create articles that cover frequently asked questions or with how-to steps that will help the client find the information they need, at the moment they are looking for it. For instance, if you provide a tool that helps people manage their investment portfolios, you could consider writing useful guides for how to create and manage different types of investments. 

An internal knowledge base can help your own team find information they need to answer client questions accurately and consistently.  You might write instructional manuals or develop a handbook of internal process or product knowledge that your staff can easily reference. Not only does this provide your staff with the resources they need to do their job well, but an internal knowledge base ensures that such knowledge is quickly and easily accessible.  

You can make it easy for clients to get instant help when they visit your website by embedding a Beacon. It is an embeddable widget that offers a contact form, shares your knowledge base articles, and even has a feature called AI Answers, that serves as an AI-powered agent that can answer questions.

Beacon makes getting help simple and quick. Clients can choose to search for and read help articles themselves, or they can ask the AI-powered agent questions which will be informed by those same help articles or even information on your website. Clients who still prefer to contact your team via email will find it easy to do so. By embedding a Beacon to your site, you are providing clients with a convenient way to get the help of their choosing.