The use case: how Brain.fm deploys Help Scout
Brain.fm's customer support team uses Help Scout as a shared inbox, with reports to track happiness score and response times. They also use tags and workflows to categorize bugs and route conversations to the right people.
More reported results
Figures published in Help Scout’s case study. They are not independently measured by usedby.
With 10 users and more than 45,000 customer conversations, Brain.fm has used Help Scout to easily visualize their customer success metrics and set data-backed expectations with reports.
In the customer’s words
The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Help Scout makes it effortlessly easy to reference these metrics whenever we need themOther companies using Help Scout
Customers across industries, with public evidence.
EasyBrokerConfirmed
EmailOctopusConfirmed
FreightzyConfirmed
Mabel's LabelsConfirmed
Merki MarketConfirmed
MixmaxConfirmedGo straight to the source
Based on Help Scout’s published case study. We check the public evidence; the results are reported by the vendor.
articles.helpscout.com- Last checked
- Nov 13, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 95%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Brain.fm.
- Brain.fm uses Help ScoutChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
“In the last 60 days, we have a 95% happiness score, under an hour response time, and a 60% first email resolution," said Perog.