The use case: how EmailOctopus deploys Help Scout
EmailOctopus uses Help Scout's AI Answers as the first support option in Beacon to resolve simple customer questions, while keeping human support available. The team uses Workflows and Views to review AI conversations and follow up with customers who abandon them.
More reported results
Figures published in Help Scout’s case study. They are not independently measured by usedby.
its average response time is actually 30 minutes
more than 80% of conversations receive a response within an hour
In the customer’s words
To stick to this kind of metric, we absolutely need AI. It's 100% impossible if AI is gone tomorrow.Help Scout users in Marketing Tech
Companies in the same sector, with public evidence.
See all Help Scout customers
Go 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: 50%Checked
Printed word for word on the page, near the name of EmailOctopus.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of EmailOctopus.
- EmailOctopus uses Help ScoutChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Today, Magdalena estimates that AI Answers handles 50% of EmailOctopus’s support volume, taking care of nearly all of the simple questions customers ask, along with many of the more complex ones.