The use case: how Merki Market deploys Help Scout
Merki Market, an ecommerce seller of bathroom and kitchen products, uses Help Scout's shared inbox to manage customer emails about orders, deliveries, returns, and pre-purchase product questions. Features like pending conversations, collision detection, Saved Replies, and Notes help the team track and answer requests.
More reported results
Figures published in Help Scout’s case study. They are not independently measured by usedby.
The company now processes more than 350 orders every month across five European markets, and customer inquiries have increased considerably alongside them.
In the customer’s words
With Help Scout, we can clearly see which customers are still waiting for a reply,” says Gabriel Silva, customer service manager at Merki Market. “This reduces the risk of conversations being overlooked and allows us to prioritize our daily workload much more effectively.Other companies using Help Scout
Customers across industries, with public evidence.
Brain.fmConfirmed
EasyBrokerConfirmed
EmailOctopusConfirmed
FreightzyConfirmed
Mabel's LabelsConfirmed
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: 87%Checked
Printed word for word on the page, near the name of Merki Market.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Merki Market.
- Merki Market uses Help ScoutChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Together with other organizational improvements, that new way of working has helped Merki Market cut its average email response time by 87%, from around 24 hours to less than three business hours.