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Help Scout

Help Scout RFP (Request for Proposal) questions

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  1. RFP Questions about General Company Information for Help Scout

  2. Who will serve as the primary 052B contact for this RFP?

    someone from infuiltive

  3. Who will serve as the primary 052B contact for this RFP?

    052B.

  4. Who will serve as the primary Help Scout contact for this RFP?

  5. Please provide a company overview for Help Scout.

  6. Where is Help Scout located?

    The offices from Help Scout are located in Boston (Massachusetts)

  7. How long has Help Scout been in business?

  8. Please provide Help Scout’s mission and/or vision statement.

  9. Describe the Help Scout company structure. (Private, public, partnership, etc)

  10. How many full-time, part-time and contract employees does Help Scout have? (Please provide breakdown)

  11. What awards or recognition has Help Scout received in the last three years?

  12. Is Help Scout affiliated with any industry or professional associations?

  13. What licenses or certifications does Help Scout hold?

  14. Please provide a product or service overview and description.

  15. Customer RFP Questions for Help Scout

  16. How many customers does Help Scout currently serve?

  17. Please provide contact information for three customer references for Help Scout.

  18. Help Scout Competitors RFP Questions

  19. Why should we work with Help Scout instead of one of your competitors?

  20. Are there alternative solutions that could better meet our needs?

  21. Functionality and Deliverables RFP Questions for Help Scout

  22. Provide a sample timeline for a standard implementation.

  23. What self-service reporting tools are available to us?

  24. What integrations are available?

  25. When are updates and enhancements delivered to customers?

  26. How often are projects completed on time and within budget?

  27. What action, participation or documentation is required from an organization to ensure timely implementation?

  28. Experience and Approach Questions for Help Scout

  29. Please provide any relevant case studies.

  30. What resources will be dedicated to a project?

  31. How often will you report about progress and results?

  32. What technology do you leverage to ensure excellent customer communication and experience?

  33. Provide a list of the standard report options, what each includes and available formats.

  34. How are usage and performance reports provided?

  35. What KPIs does Help Scout track and report?

  36. Customer Success RFP Questions for Help Scout

  37. On average, how long does implementation take?

  38. What is required from a customer to ensure success?

  39. Do you have a change management process?

  40. Do you conduct quarterly business reviews with customers?

  41. How do you provide updates, track progress and ensure our success?

  42. Please provide a list of self-service tools or resources that are available after onboarding.

  43. How do you manage customer requests, complaints, concerns and feedback?

  44. ​​Do you use in-house or outsourced resources for customer support?

  45. Pricing RFP Questions for Help Scout

  46. What are the itemized one-time, startup costs and recurring annual/monthly costs?

  47. What limits are imposed upon users, training hours, professional services and data storage?

  48. At what level do you provide volume discounts?

  49. Risk Management RFP Questions for Help Scout

  50. Share statistics about technology stability/reliability and down times.

  51. How often does the company update and test the continuity and preparedness plans?

  52. Data Security RFP Questions for Help Scout

  53. Is Help Scout ISO certified?

  54. Describe how security vulnerabilities are identified and mitigated.

  55. Have you experienced downtime in the last two years? If so, how long were customers impacted?

  56. Sustainability RFP Questions for Help Scout

  57. Do you have a corporate responsibility policy? If so, please provide it.

  58. What sustainability accreditations and certifications do you hold?

  59. How can we partner with you to enhance environmental sustainability in our mutual supply chain?

  60. Do you use renewable energy?

  61. Do you enforce a supplier code of conduct? If so, please provide it.

  62. Diversity and Inclusion RFP Questions for Help Scout

  63. Please provide any current diversity certifications.

  64. What percentage of senior leadership is women or minorities?

  65. Have there been any claims of sexual or general harassment, misconduct or discrimination in the last 5 years? Please provide details, if so.

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