Moving from HelpScout to Tawk.to: A Customer Support Platform Update

After careful consideration, we've decided to transition our customer support platform from HelpScout, which we've been using since August 2021, to Tawk.to. This change will take effect on April 15, 2025, and I wanted to take a moment to explain what this means for you as our valued customer.

Why We're Making This Change

Since implementing HelpScout in 2021, we've used it as our primary system for receiving, responding to, and archiving your questions and inquiries about our products. However, after evaluating the platform's value against its cost, we've determined that HelpScout's pricing no longer aligns with the value it provides for our specific needs. We don't use the Docs Site because we want to host our content on a single domain, we don't get up to thousands of questions a month and we don't use their AI functionalities.

Tawk.to offers a more cost-effective solution while maintaining the level of service you've come to expect from us. This adjustment allows us to allocate resources more efficiently without compromising on the quality of support we provide.

What Will Change

Here's what you can expect to see different with our new support system:

• Your inquiries will now be processed and stored on the Tawk.to platform
• You'll receive support emails from a new address: [email protected]
• For information about how Tawk.to handles your data, you can review their documentation here

While Tawk.to does offer an option to remove their branding from communications, we've decided this add-on isn't necessary at this time. We may reconsider this in the future based on feedback and our evolving needs.

What Will Remain the Same

The most important thing to know is that you can still reach our support team through the same channel:

• Our support email address remains unchanged: You can continue sending your questions and support requests to [email protected]

Data Handling During the Transition

We take your privacy seriously. All your existing data on HelpScout will be deleted by us in accordance with their Privacy Policy.

Thank you for your understanding as we make this transition. As always, if you have any questions or concerns about this change, please don't hesitate to reach out to us.