Boomeranging Back to Help Scout

Challenge: Last year, Help Scout customer, Mukama, decided to test another customer support solution. While it had lots of powerful features, the user experience eventually became frustrating for its team.

Solution: By returning to Help Scout, Mukama was able to streamline its customer support operations. Using the platform's organization and automation features, the team can now quickly respond to customer inquiries while maintaining efficiency.

With a focus on functionality and design, Mukama curates a selection of items from renowned brands to enhance daily routines. Their mission is to provide customers with durable and stylish essentials that seamlessly integrate into their daily lives. Mukama serves a global clientele through its online platform, offering a diverse range of products to meet various lifestyle needs.

The challenge

For Mukama, it’s hard to even remember running a business before Help Scout. Like many growing ecommerce brands, they started with email but quickly realized they needed a proper customer service platform to stay organized. After evaluating multiple solutions, they chose Help Scout for its user-friendly experience and essential features like conversation assignments, tagging, and automation.

However, after starting to use a new ecommerce platform last year, Mukama decided to test another customer support solution. While it had lots of powerful features, the experience eventually became frustrating. “The deal breakers for us were the issues in the UX, overall complexity, and several small things that added up over time,” said Karlo Koskitanner, founder and CEO of Mukama.

That’s when they decided to return to Help Scout. As Karlo put it, “Frankly, coming back to Help Scout felt like coming home.”

The solution: Why Mukama ultimately stuck with Help Scout

Here are the top three reasons Mukama team members love using Help Scout:

Excellent UX “Help Scout is just pleasant to use. There are no distractions, but functionalities are right there when you need them," said Karlo. “And all functionalities are well thought out with the user in mind.”

One standout feature? The snooze function. “The execution was better than I could have hoped for. We can type in natural language when we want the ticket to reappear — next week, after a month, tomorrow at noon — absolutely fantastic,” raved Karlo.

Ease of organization “Help Scout makes it easy to stay on top of everything and build processes to support customer service,” said Karlo. “We have a clear overview of the current status and an organized to-do list when we jump in.”

Great support Karlo said, “Whenever I have a question, Help Scout's reply is fast and accurate. In terms of feature suggestions, I feel like Help Scout actually listens.”

The result: A more efficient and thoughtful support experience

By returning to Help Scout, Mukama streamlined their customer support operations. With better organization and automation, the team can quickly respond to customer inquiries while maintaining efficiency. Features like snooze and workflows help them stay on top of tasks, leading to faster resolutions and a consistently clear inbox.

Mukama prides itself on near-perfect customer satisfaction ratings, and Help Scout plays a key role in maintaining that high standard. The intuitive platform allows them to focus on providing thoughtful responses rather than wrestling with complicated software.

Finding the right customer service tool can be a challenge, but for Mukama, returning to Help Scout wasn’t just about switching back; it was about choosing a tool that truly supports their team and customers.