Once we found HelpScout, we moved all our support there. We've never been a fan of the "forum style" support method. The easiest way for customers to connect with a brand is typically via email, an asynchronous medium that they have access to most of the time. HelpScout gives us all the tools we need to communicate with both customers and internal support staff efficiently. It's really helped us install a proper support process that works well for everyone involved and we couldn't be happier with it.