Our Journey with Help Scout
The seeds for Help Scout were planted in 2005 when the founding team started a small web design company in Nashville, TN, learning as they worked with a variety of companies that customer support is a business’s most effective form of marketing. Based on that recognition, Help Scout was created in 2011 with the goal of making the customer’s experience as valuable and personalized as possible. To that end, Help Scout produces software designed to assist customer support teams as they look to provide customers with great service both quickly and efficiently. The software also allows employers to run reports on all of the company’s key support metrics, including customer satisfaction, so they can make improvements over time.
The Company moved to the Boston area when Help Scout was selected to participate in the prestigious TechStars start-up accelerator program, and was launched publicly in 2011. Morse, Barnes-Brown & Pendleton entered the picture when Help Scout “graduated” from the incubator. We directed its transition from a Tennessee limited liability company to a Delaware corporation. Working closely with the founders, we supported Help Scout’s steady growth into a stable company that would attract valuable investors.
After raising seed funding from angel investors in 2011, and after being profitable for nearly two years, Help Scout was ready to seek institutional financing. MBBP helped the company meet their strategic goals, as we steered the company through a Series A financing with the Foundry Group and Common Angels Ventures. Of special note is the fact that, in accordance with their avowed core values, Help Scout has donated over $100,000 to Acumen, an organization tackling the challenges inherent in world poverty. We continue to guide Help Scout through the business complexities faced by a burgeoning company, and we value our partnership with this thriving and socially-conscious enterprise.