Introducing a New Client Communication Workflow ‐ Powered by Help Scout

Dan Bernal
November 29, 2017

Project management and customer support are key components in our web design and development process at Press Foundry. We’ve loved getting to meet clients’ needs head-on, with personally crafted communication tailored to each and every relationship, making sure that every single person and project gets the dedication they deserve. With that in mind, as we continue to grow and the demand for support and project communication increases, we have opted to implement a new workflow in order to keep every client happy, while making sure that nothing falls through the cracks as our to-do list expands.

After investing much time reviewing the wide range of support applications available in today’s market, assessing their features and how they would best improve the overall client experience, we finally settled on one. As of November 2017 and beyond, Press Foundry continues making client success a priority and enhancing internal workflows with Help Scout.

What is Help Scout?

Help Scout is a Boston-based customer service software solution that efficiently organizes all of the requests that come in and separates them into various mailboxes depending on the need. It acts as an email triage solution in order to create more efficient teams and workflows, which in turn creates happy clients with websites crafted through a seamless process.

Help Scout Dashboard

Help Scout also includes many 3rd-party app integrations that in turn allow us to get back to clients quicker and make the process even more efficient.

How does it affect me as a client?

The best part of Help Scout is that it doesn’t change anything for you as a client. Clients get to write to us from their own email. No login, no extra username, passwords or hassles to keep in mind and take care of. It is also important to note that clients will not be communicating with a robot – we will be the ones doing the answering and every exchange happens with us. Our transition will happen steadily as we make our way into 2018 and we’ll make sure to make it as smooth as possible for both new and existing clients.

Great, how do I get in touch with Press Foundry?

There are two ways that you can get in touch with us depending on your needs. For updates and requests involving an active design or development project, clients can email [email protected]. On the other hand, if you need support for bug fixes on your existing site or are submitting a request under your Maintenance & Support plan, you can email [email protected]. We didn’t include the .com above (we see you, Spambots) but you should be sure to include it when writing to us!

We look forward to working with clients as we take a leap into bigger and better things! Please don’t hesitate to reach out if you have any more questions about Help Scout or the transition process.


Dan & The Press Foundry Team

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About Dan Bernal

Dan Bernal is a Project Manager at Press Foundry, a Boston-based WordPress development agency. From managing all the creative aspects of successful networking events with big TV chains and small boutiques to making strong client connections and fortifying effective partnerships throughout his career, Dan loves blazing trails and making a mark. In his spare time you can find him perfecting his digital art, reading, or dancing.
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