Help Scout

Help Scout’s VP of Sales saved 110 hours while creating engaging content for his prospects.

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Help Scout

Key Success Outcomes

Here's where Help Scout saw the most impact.

About Help Scout


Help Desk


Small (101-250 employees)

Use Case:

Build pipeline & increase sales


Boston, MA

Help Scout provides the affordability, flexibility, and power growing businesses need to scale. It gives you the simplicity to start right away, the power to grow, and the human-centered approach to delight your customers.

Loyal customers are at the heart of every growth strategy, and those relationships start with the support team. Help Scout is a dedicated customer support platform built specifically for the needs of growing businesses. It gives you the simplicity to start right away, the power to grow, and the human-centered approach to turn customers into advocates. 12,000+ beloved brands in 140 countries trust Help Scout as the backbone of their support team.

Learn more about Help Scout

Key Features Leveraged:

  • Screen recording
  • Annotated screenshots
  • Video recording
  • Drag & drop

The Challenge

Since launching in April of 2011, Help Scout now powers 8,000+ support teams in over 140 countries. With only 3 employees in the Sales team, Help Scout mastered the process of closing deals with limited resources. Efficiency is their motto.

“I can’t remember how I worked before. I used Snagit for a few years but when I got introduced to Zight, there was no turning back.”
— Tim Thyne, Head of Sales at Help Scout

The Zight Solution

To spend less time communicating and more time closing deals, the Sales team started using Zight videos. To answer a prospect’s question, they annotate a screenshot or record their screen and drag it directly into an email. Before, they would have to record a video, then download it, save it in a folder and then re-upload it as an attachment in their email. There would also be file size issues when sharing them. But not anymore.

Not only does the Sales Team save time, but they also delight their customers. They appreciate the easy-to-digest content and personalization.

They also use Zight internally to easily communicate with team members. For Salesforce reporting, they just take a screenshot of their 5 deals for the month and paste it into their Slack channel. As links unfurl automatically in Slack, teammates can get updates at one glance.

The Results

Nowadays, people have short attention spans. Interaction with prospects needs to be eye-catching and straight to the point to stand out from the noise. A custom video is the best conversation starter. Also, it is easy to record and takes less time than having to write everything down.