How Help Scout Fueled BoxHero’s Global Expansion

Challenge: When BoxHero started expanding beyond Korea in 2019, their support system couldn't keep up. Their previous platform, Intercom, was eating into their budget without delivering what they actually needed.

Solution: BoxHero ultimately chose Help Scout because it checked all their boxes: email support, real-time chat, and multilingual capabilities for their expanding global audience.

BoxHero is a SaaS company specializing in inventory management for small to medium-sized businesses. Founded in 2017, BoxHero focuses on simplifying complex processes and making it easy for anyone to track, manage, and optimize their inventory. With a user-friendly interface and versatile features, BoxHero’s cloud-based platform currently serves over 200,000 users across 100 countries, providing real-time data and team collaboration across multiple devices.

The challenge

When BoxHero started expanding beyond Korea in 2019, their support system couldn't keep up. Their previous platform, Intercom, was eating into their budget without delivering what they actually needed.

"We were struggling with an expensive system that lacked proper multilingual support, which held us back as we tried to grow internationally," explained Nahi Kim, BoxHero’s global CX and marketing manager.

The team was frustrated with several issues:

• High cost relative to their usage needs.

• Poor Korean translations, causing friction for local customers.

• Limited customization options, particularly with the chat widget.

• No omnichannel inbox, making the tracking of customer conversations difficult.

The solution

After shopping around, BoxHero ultimately chose Help Scout because it checked all their boxes: email support, real-time chat, and multilingual capabilities for their expanding global audience. Beacon also stood out by enabling customers to find relevant help content before submitting a request, improving the self-service experience. Finally, Help Scout’s straightforward onboarding process allowed for a smooth transition without the need for support from other internal teams.

“Help Scout’s clean, intuitive interface made adoption easy. We were especially impressed by Beacon’s customization — it provided a natural experience for our Korean users and beyond,” Kim shared.

The results

Since making the move to Help Scout, BoxHero has significantly improved customer support operations. They’ve:

• Centralized ops — Consolidated inquiries from multiple channels into a single platform.

• Improved response times — 91% of inquiries are handled within 24 hours.

• Enhanced collaboration — Features like notes and properties allow the team to maintain additional customer context and provide consistent service.

Help Scout has become an essential part of BoxHero’s growth strategy. It empowered their global expansion, improved response times, and reduced operational costs — all while providing a better experience for their customers. With robust multilingual capabilities and intuitive features, Help Scout not only met BoxHero's support needs but also became a long-term partner in their growth journey.

“Help Scout helped us grow from Korean-only support across multiple channels to a single platform where we can help customers worldwide with faster, more efficient support,” Kim shared.

“For startups serving an international audience who mainly handle support through email and chat, Help Scout is an excellent choice,” Kim added. “It’s reliable, doesn’t break the bank, and grows with you.”