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Tilda Publishing

The Best Help Scout Phone Integration for Customer Teams

About Help Scout

Help Scout is a customer support and communication platform designed to streamline and enhance customer service interactions. It offers a shared inbox that enables teams to collaborate efficiently, manage emails, and provide timely responses to customer inquiries.

Help Scout also provides features such as knowledge base creation, live chat, and automation tools to optimise support processes. The platform is focused on creating a personalised and humanised customer experience, emphasising clear communication and efficient resolution of customer issues for businesses of various sizes.

Cordless: A Reliable Voice Channel for Help Scout

Although Help Scout does not have native call centre functionality, you can add voice to your support channels in a matter of minutes with the Help Scout + Cordless integration.

By combining Help Scout’s top-notch customer support management platform with Cordless’s VoIP call centre platform, you’ll have access to all the information you need for more meaningful and efficient conversations.

Cordless is a modern cloud-based business phone system with built-in conversational intelligence designed for customer support and sales teams. This integration lets you sync your Cordless call activity, recordings, and voicemails with your Help Scout mailbox.

New to Cordless? Book a discovery call with our team to see the Cordless + Help Scout integration in action and start a 7-day free trial

What Does the Help Scout App + Cordless Integration Do?

Cordless's Help Scout Integration automatically syncs the following data with your Help Scout inbox:

  • Synchronise all call logs between Cordless and Help Scout

  • View customer details from Help Scout when you receive a call in Cordless

  • Access AI summaries of conversations and links to call transcripts/recordings in your Help Scout mailbox

By default, the integration logs summaries directly in Help Scout, and a quick link to Cordless is provided next to the summary for the recording and transcript.
However, we can easily change the configuration to log call transcripts directly in Help Scout if you wish.

The Cordless-Help Scout integration
The integration can be set up in just a couple of minutes! See a step-by-step guide here.

How the Cordless + Help Scout Integration Improves Customer Team Workflows

For customer-facing teams

  • Cordless automatically displays a contact’s Help Scout information before agents answer a call. Agents can quickly access the relevant conversation from the call, getting the full context as they work with customers and prospects.

  • After each call, the call activity and call summary are automatically logged in Help Scout, along with quick links to the transcript and recording. Agents can focus on helping customers, reducing the time spent writing notes.

For customer support leaders

  • Cordless conversational intelligence enables customer support leaders to streamline their workflows. With call summaries readily available in Help Scout, they can easily scan conversations instead of reading through notes.

  • Cordless also allows support leaders to significantly reduce the time spent on QA with helpful tools such as sentiment analysis, call tagging, and Ask AI, a highly customisable ChatGPT-powered feature that automatically highlights information about what matters to each team - first call resolution, churn risk, complaints, agent behaviour, and more.

Get Started With the Best Call Centre Solution for Help Scout Today

If you’re looking for a call centre solution that seamlessly integrates with Intercom, we’d recommend checking out Help Scout's Cordless telephony integration.

Already a Cordless customer? Click here to sync Cordless to Help Scout.
Don't have a Cordless account yet? We’d love to show you the Cordless + Help Scout integration in action. Book your 30-minute demo here.