🎙️ Courage to Teach: How Help Scout Turns Classes into Revenue | Live Chat Episode 8

Welcome to Episode 8 of the Live Chat with Jen Weaver podcast!

We’re doing something a little different with this newsletter - below you’ll find:

• links to watch, listen, and find episode 8,

• a short summary of how Alison Groves grew customer classes at Help Scout,

• our favorite short clip from this episode,

• and then the full transcript.

That gives you a few different ways to check it out. Reply and let us know if you prefer this format!

This episode is sponsored by Supportman.io, which links Intercom to Slack for automated agent feedback and QA - Supportman makes this podcast possible!

Alison’s Playbook for Customer Classes

What do you do when 1:1 product demos become unsustainable? If you're Alison Groves, you scale—strategically, efficiently, and with a whole lot of heart.

Alison, Customer Education Lead at Help Scout, joins Jen to break down how she turned live classes into a high-converting, one-to-many program. With a background in support and onboarding at places like Zapier, Highrise, and Customer.io, Alison brings 10+ years of experience and an incredibly practical approach.

She shares the full blueprint: from tooling and scripting to scaling and training others—plus how she gets measurable results (like 60% trial conversion) while keeping the experience warm and human.

Whether you're building onboarding, demos, or customer education, this episode is packed with real tactics and zero fluff.

Transcript

Alison Groves
I am Alison Groves. I'm the customer education lead at Help Scout. I've been at Help Scout for over six years now but have been doing this kind of work for 10 plus years. So a long time.

Jen Weaver
And so has customer education lead been your role for those whole 10 years or did you start as a customer success? A customer support specialist or something like that?

Alison Groves
Yeah, I started just in support at a very small company. I actually took support over from the CPO, and because Help Scout is actually the largest company I've ever worked at, I've picked up a lot of these things that I do now just out of necessity—there was no one else around to do them. I think that's the story for a lot of people in our space.

Jen Weaver
Yeah, for sure. Picking up just kind of what needs to be done, especially for people who are good at many things. So you picked up one of the things—demos, one-to-many demos. That’s what we’re going to teach people today. What started that? How did that end up being one of those things that needed to be done?

Alison Groves
Yeah, I went from that first sort of support person to the company's only extrovert, or person that could actually talk to people. And this has kind of been my role—my mom would say since birth. I was doing email support, but the company was maybe less than 10 people. We didn’t have a sales team either. So basically, my boss would do the bigger demos—those for his friends in the industry—and I was kind of doing the rest of them.

And there was one point where I did eight one-to-one demos in one day. And I said, this is not sustainable or scalable in any way, even at a company that small. And our customer size was really small. That one-to-one interaction... the rate at which it becomes unscalable happens much faster than people imagine.

Jen Weaver
Right? And that wasn’t even Help Scout.

Alison Groves
This was my very first tech job—four or five jobs before Help Scout. Again, it was out of necessity. We were a very small team. At that first company I did this with, I was the entire support team. I know a lot of us have been there.

Jen Weaver
Yeah, how would you manage 10 demos in a day and still answer your support inbox? That seems outsized.

Alison Groves
I didn’t know the word “no” in my 20s. I’ll just put it that way.

Jen Weaver
Yeah, for sure. So it sounds like it came from—you started doing this in a place that was not working, and by necessity you then had to take these one-to-one demos and do maybe one of them in a day for 10 people, instead of 10 of them for one each.

Alison Groves
Yeah. Exactly. And I really wish—I've been reflecting on this a ton—I wish I knew now what I didn’t know back then because there are so many things I would’ve done differently. But yeah, I turned those sort of one-to-ones into, you know, one to whoever.

Jen Weaver
Teachers.

Alison Groves
We, at the time, this company was so small, we moved into a bigger office space and the CEO built me a recording studio, essentially. Even got one of those "on air" signs that would turn on and off. And I would just go into my little hole, windowless room and kind of crank these things out.

Jen Weaver
Right?

Alison Groves
And that's where this all started for me. So this would have been 10, 12 years ago. I think, combining all of them that I've done across all the companies I worked at, I bet I've done more than a thousand one-to-many classes. Yeah, it's a lot.

Jen Weaver
That's a lot. But that's great, because we can learn from you. Like you said, those things that you wish you had known. If you can—I know you've worked up some steps for us to do this ourselves—if you can walk us through those?

Alison Groves
Yeah. Yep. Yeah.

I'm just gonna make an assumption that we are talking to a primarily support-based audience here. So in theory, you're already kind of doing the work, right? Like if you're answering emails or creating knowledge base articles—which is kind of the crux of what we all do—you're already starting that work. And I will say that...

Jen Weaver
Right. Absolutely.

Alison Groves
...you learn from every interaction that you have with a customer. And those learnings start to pile up in your head, right? And then all of a sudden, you're the arbiter of knowledge. And that knowledge is: these are the areas where a large number of people get stuck. And that is the spot where you can really start to lean into that one-to-many class type of thinking and structure and implementation.

Jen Weaver
Mmm. Yeah.
So I think what you're saying is: if I'm in the queue answering emails or chat, then I could just sit down with a notebook and say, "What are the top five sticking points my customers have?" And right there I've got my curriculum for a one-to-many course.

Alison Groves
Totally. I mean, your data will tell you that. I am not—much to the chagrin of my bosses—a data-driven person. I’m a talk-to-a-thousand-people and then trust-your-gut type of person, which I don’t recommend. But...

Jen Weaver
Mm.

Alison Groves
It’s still there, right? The longer you do this, the more you can trust your gut. That knowledge is there. And the data you should be looking at will back it up. You can look at whatever tooling you’re using—look at the last six months of data—and very easily identify, “These are the problems people are having.”

And I’m not even talking just about trial customers. I mean customers that have been with us for years. A couple months ago, a teammate brought this to my attention. They said, “Someone watched one of your YouTube videos—they’ve been a customer for five years—and they didn’t know about this one really cornerstone part of the product that we just assume everyone knows about.”

That’s the mentality. The data and your gut—it all kind of comes together. No matter where someone is in their lifecycle, there’s always room to learn more. And then... you just start repeating yourself.

Jen Weaver
Yeah, well, and would you say too, if someone is hesitant to get started, they could go with their gut or go with data or like one point of information and start. And then you can pull in, “By the way, this customer didn't know this particular thing—let's add this one-to-many thing on.” Just to get a foundation. When you say one-to-many, are we talking about webinars or…?

Alison Groves
Yep, yep.

Jen Weaver
Courses? Or like, what's been your most successful thing to do?

Alison Groves
Yeah, we do them—technically you could call them a webinar. I don't like using that word. We use the word “class” instead because it feels a little more… warm and interactive. Like we're not here to sell you anything, or whatever nasty connotations the word “webinar” might have in your head. We're here to just help you learn.

Jen Weaver
Okay, cool. So you've decided to teach a class—what's your next step? You've got your course, you've got your plan.

Alison Groves
Yeah.

So this is where you get to kind of stretch your cross-functional mindset. This is something I am a staunch advocate for, because one of the best ways that you can grow your own career is learning how to work cross-functionally.

You have this idea—“I'm going to go teach this 20-minute class about this specific thing.” Well, unfortunately, you can't just go do that. You have to start with, most likely, your marketing team or your web team—or whoever that is—and say, “Hey, I need to build out a landing page for this particular class I want to host. Can you help me do that?”

You need to have those relationships with people on other teams to help you pull this off. Because unfortunately, for a lot of people, certain areas are gatekept by other departments—things like emails and other channels you need to communicate these types of things. So you have to work with those other folks.

Jen Weaver
Mm-hmm. Sure, yeah.
Right. And it sounds like you're building a bit of a foundation to save yourself time later. Like if you're going to have a form that people sign up with, you kind of want it to automate them through the signup process for the course. They can put it on their calendar. You can have a class roster and know what you're walking into—if you have the right tooling. And if you've set that up with your web team or your marketing team…

Alison Groves
Yep. Yeah, yeah. I'm happy to talk through how our exact sort of…

Jen Weaver
Yeah, that would be amazing.

Alison Groves
How that line works and—

Jen Weaver
Yeah?

Alison Groves
Please feel free to steal everything I’m about to tell you because I genuinely believe we are all in this together. We all learn from each other. We all support each other. Let's all share and learn together.

It’s so funny that we’re having this conversation today because I was just updating this process with our RevOps team yesterday. So that’s another team you’ll likely need to interact with. But essentially, the way we do it—and everyone might look a little different depending on the tools you already have in place. 

Jen Weaver
Perfect.
You probably want to use what teams are already using. Yeah.

Alison Groves
Right, right, right.
So for us, we use HubSpot to run all of our marketing arm—our CRM, all of our outbound marketing emails, everything runs through HubSpot. So what we did is we built a form in HubSpot that is connected to Zoom. We use Zoom as our class platform.
I've looked at using others in the past and I've always come back to Zoom because it's so ubiquitous now across any sort of person, like our parents.

Jen Weaver
So people won’t have to learn something new. Yeah, yeah.

Alison Groves
Right, right. Our parents can use Zoom, and once your mom can do something, like, you just kind of stick with it, right? So there’s no extra learning curve. I just want that person to be able to focus on what we’re going to talk through together and not anything else.

Jen Weaver
So your priority is whatever you have to do on your end. The customer just signs up, clicks a button, and it just works. I think that’s smart.

Alison Groves
Yep. Yeah. So all they have to do is—we have a landing page that has all of our upcoming classes on it that, again, our marketing team built. It's powered by a HubSpot form.
They click on the date and time that works for them. And in fact, our website CMS displays the class time in the person’s proper time zone—'cause it does an IP lookup and all that.
All the customer has to do is enter their name and email address. Then, once they hit submit, those wires are tied together behind the scenes from the HubSpot form submission over to Zoom, all happening in the background of Contentful, which is our CMS.
And I will say—I wrote a very long blog post about this that has all of this sort of lined out. So if at any point anyone wants to reference it, they can, because there's a lot of moving parts.
But essentially, at its highest level, it’s just: use the tooling you already have, work with your marketing team and your web team, and get that flow going. So it’s landing page to form...

Jen Weaver
We’ll make sure that’s linked in the show notes.

Alison Groves
...to Zoom. And then Zoom actually handles all of the outbound email to that customer. So the signup confirmation email, there’s like a one-hour reminder email, and a follow-up email that Zoom handles as well.
Once you kind of get those real core basic pieces together, that leaves you alone to just do the teaching.
And that tooling kind of handles everything there for you.

Jen Weaver
That’s fantastic. So we’re talking about HubSpot and then your CMS, and then you’re using Zoom to actually deliver the webinar.
So you’ve got these people signing up with their email addresses. You may not necessarily know whether they are the end user for one of your customers or whether they’re a lead, because people probably don’t always use their work emails.

Alison Groves
Yep. Yeah. Right. That was the problem I was working through with our RevOps team literally just yesterday.

Jen Weaver
Could always just needle in and find a problem.

Alison Groves
In the past, I have not cared who signs up and attends class. And even though we do have years and years worth of conversion data—and the class converts at close to 60%, so it's our second biggest conversion lever that we have—
But it’s multi-purpose, right? So it’s not just people who are new to the product or maybe in trial or something like that. We also use it as a learning mechanism for new users who get added to existing accounts, or anyone who wants to just brush up on their Help Scout skills.

Jen Weaver
Mm-hmm. Like you said about the customers who don’t necessarily know about all the features. Yeah.

Alison Groves
Right, right.
So in the past, I haven’t really cared about who was signing up because it’s just—the right thing to do is to offer this learning resource to everyone.
But recently there’s kind of been, even for my own personal career growth, this thought of, “Let’s actually just take one tiny little extra step and see if we can break down exactly who is coming to the sessions.”
So we’re adding that as a self-select in the form, because like you said, there’s no way to truly make that connection. They could use a different email address.

Jen Weaver
Okay.

Alison Groves
So the signup form used to be just name and email. Now it’s going to be name, email, and there’s a dropdown with three options:
You’re either just here to look around, you have a trial account, or you’re already a customer.
We’re going to have them self-select, and then sort of use that as our guiding light to see—really, truly—who exactly is coming and what we can tweak and change in little bits and pieces to make that better for the majority.

Jen Weaver
So do you think you’ll look ahead before you hop into teaching a class and just get a sense of whether everyone is new or existing users with questions and think about that as you’re leading it? Or are you using that more for reporting?

Alison Groves
It’s more for reporting. I know that it’s a pretty 50-50 mix.

Jen Weaver
Again, that gut feeling—you’ve just, yeah, you’ve been doing it.

Alison Groves
Yeah, yeah, yeah.
Well, I tried to lead two separate classes—one for pre-trial and trial customers and one for new users who just got added to existing accounts.
And what I discovered is that no matter what copy you have on the website, people only care about signing up for the day and time that works best for them.
So it didn’t matter how I was tailoring the class. People just saw, “March 6th at noon—that’s the time that I’m available,” and weren’t reading the copy to make sure it was the right thing for them.

Jen Weaver
Hmm. Right.

Alison Groves
So that’s a really difficult thing to overcome.

Jen Weaver
That’s an important lesson. But it kind of frees you to just do one class. That makes sense. It removes a lot of the complexity.

Alison Groves
Yeah.
Yes, so we do those, and then we also do, from time to time, specific classes for either a new product release.
I did a bunch in the last couple of months regarding the updates we made to our UI.
So there are those other opportunities for people to sort of self-select and come learn.
But for that main demo—the thing that we’ve done for longer than I’ve been at the company—I took it over from someone when I joined. It’s pretty much stayed the same for all these years.

Jen Weaver
So regarding tooling and how you’ve been doing it all these years, would you say the primary way people find the course—the class—is through the website, or is your marketing team blasting these on a schedule?

Alison Groves
Because it’s such a giant conversion mechanism for us, we kind of paper the internet with it, essentially.
It’s in our onboarding sequences. It’s part of a lot of saved replies that we use when we’re talking to customers.

Jen Weaver
Mmm. Whoa—right. So your support team—somebody writes in and has a problem or whatever, and your support team is gonna send them a snippet, and in it is, “By the way, take this class.” I love that.

Alison Groves
Yep.
Yep.
So yeah, we just kind of work it in, in as many different places as we can because we know it’s so helpful and we want everyone to come.
When you’re added as a new user on an existing account, you get an email that has that information in there.
All those little tiny places. Which again—we didn’t do for the first few years. So that’s just that iterative process. Something comes along, and you think, “This would also be helpful there.” So you just sort of add it in those spots.

Jen Weaver
So if I’m looking at starting this for the first time, these are things to keep in mind for the future—but I can just start. I don’t have to have this fully developed ecosystem for the class yet.

Alison Groves
Correct.
I mean, technically—and I’ve seen other companies do this—Zoom will actually provide you a landing page for your session.
So you can build something out just with Zoom, which will also handle the emails for you, completely on your own, without having to rely on anyone else.
So that’s how you can MVP it.
If you were my boss and you came to me and said, “Allison, we need to think about scale. These one-on-one demos aren’t working anymore,”
then within a couple of hours, you could actually have the whole thing set up just through Zoom.
And it doesn’t have to be perfect.
There are plenty of ways where you can just start—and it won’t be pretty and it won’t be polished.
But customers don’t care about that. They just need the help.

Jen Weaver
Yeah. And if you did that just using Zoom, is there a way to—through Zoom—get an export of the people who attended so you can just save that data for when you do scale?

Alison Groves
Yep. And you can get that at any moment.
I went back to get 18 months worth of classes data just last week because leadership was asking about it—and Zoom has it all.
They have your registration data, your attendee data.
They’ll store every question ever asked in your Q&A, any surveys or polls that you do—
All of that data is stored in your Zoom account for as long as it’s active.
So again, you could just use them for however long you needed to before your company grew enough around you to polish it up a little more—
and never have to worry about that data because it’s there.

Jen Weaver
Mm-hmm.
And you could go back and use that to prove the value of your course.
Like you’ve shown with that 60% conversion rate—you could start now and next year go back and say,
“These are all the people who attended. Let’s see who converted. Look—it’s going great. I need to staff this even further because it’s a good thing.”

Alison Groves
Yep.
I do it a little more sophisticated than that, but that’s essentially what you did.
In fact—I don’t do it. Our RevOps team does it for me, so I can’t take any credit for this.
But if I didn’t have them, that is exactly what I would do.
I’d export all that data and just run it against my own database.
And then, you know, you average that column up and that’ll tell you what your conversion rate is.

Jen Weaver
Yeah—and then you could say to leadership, “Hey, this is a huge revenue driver. It’s really helping in these areas.”
And if it’s growing really quickly, you’re probably going to need to bring in other people to teach, too.

Alison Groves
Yes, I did it alone everywhere until just about 18 months ago, because I was going away for a month and someone else just had to do it. And so we looked at my sabbatical as that sort of moment where we had to very...

Jen Weaver
Mm.

Alison Groves
...quickly make a decision and grow the program. And for us it was just putting it out on the support team like, who was looking for their own growth opportunities?

Jen Weaver
And then it must have been a sea change to take people who have never done it before from the support team and train them up in preparation for your sabbatical.

Alison Groves
Yeah, it was. We really debated how to handle it internally. We spent a lot of time trying to think like, do we just have everyone get on board? Do we let people self-select? How do we handle that? At the end of the day, we decided to let people self-select.
And since everything was already done—the script was written, the Zoom setup already existed—I would just say, “Hey, here’s the script. Here’s how to set it up in Zoom. Do a trial run, record yourself, send that to me. I’ll give you feedback.” And we’d do that until they felt comfortable.
That’s kind of how we scaled it. It went from one to three—or four, if you still count me—very quickly because the groundwork had already been done. I probably got that scaled up in like two weeks.

Jen Weaver
And the scripting you had done before you were trying to teach someone else to do it?

Alison Groves
Yeah. In fact, I inherited the script at Help Scout from someone else. I pared it down, and I just kept paring it down and paring it down until it got to the point where it is today.
The only thing that’s changed in the last four years is…

Jen Weaver
...features.

Alison Groves
...product updates that we have to kind of work in, but the structure hasn’t changed. And because we have these very almost strict rails that we’ve put ourselves on—it’s so methodical at this point—I think that’s how my three teammates were able to just kind of walk into it. Because it was already an existing organism that was very well-oiled.

Jen Weaver
And I think what I’m hearing...

Alison Groves
...and I was actually just giving this pep talk to another teammate this week because she had to do an in-person demo somewhere. I tell this to everyone: You are the expert. No one is going to know this product in this environment better than you do. So just take a deep breath, let it all go, and go help people.

Jen Weaver
Was there some hesitation on their part to move from a situation where I’m taking in emails or chats, nobody sees me, I can pass it off, I can just push hold—to now I’m in a situation where if someone asks a question, I have to answer right then?

Alison Groves
That is a real concern. People feel like they’re going to be caught out in the moment. And I really drive it home that you don’t have to know the answer to everything.
In fact, the person who asks that question is going to respect you more if you say, “You know what? I don’t know the answer to that. Let me go research and get back to you.”
Versus trying to bluff your way through something that’s wrong or half-right—then they’re automatically off on a bad foot with you.
I’m very adamant: If you don’t know the answer, say so. That’s never failed me in 10+ years.

Jen Weaver
No one has ever written in and said, “This instructor had to check on the answer and get back to me later, and it was bad.”

Alison Groves
Right. And it happens more than you’d think, especially in our software world where every customer is on some different plan, and every plan has slightly different rules.
A lot of times people will ask really specific questions about their account, and we just don’t answer them on the spot. We say, “We’ll get back to you later.”
That’s some of the most important advice I could give—just let it go. You don’t have to answer everything live. Take a step back, follow up later by email. It’s all totally acceptable.
The harder you try to force everything into that live environment, the worse it’s going to go.

Jen Weaver
Yeah, I think I’m hearing an undercurrent of focus. We want the customer to focus on the screen and the tool. And we want the speaker—the teacher—to focus on the script and getting through it. And other content, other questions, just get answered later.

Alison Groves
Yep. Yep.
We don’t do Q&A until the very end because nothing will kill your flow faster. The second you veer off course—it’s hard to come back.
I’ve tried a handful of unscripted sessions just as a challenge, and they never end well.

Jen Weaver
Hmm, is it too easy to get off track?

Alison Groves
It’s really easy. You get excited about one section and drift into the ether talking about it. Then your brain panics because you’re off track and you can’t find your way back.
Q&A in the middle is like wandering off into the forest—you can’t find the main trail again.
And usually, the question is only relevant to one person. The second you lose the room, you’re not getting them back.
So if you keep everyone—including yourself—focused until the end, you can then hang out, answer questions, and let people self-select in or out.
But by then, you’ve already taught them what they needed.

Jen Weaver
Let’s quickly go through the steps we’ve talked about: identifying what needs to be taught, finding your tooling—maybe just Zoom at first, or something more polished with the marketing team—then staffing it.
And what I’m hearing is, you can start solo, but be prepared to scale and know where you’ll find your additional teachers.

Alison Groves
Yeah. I mean, selfishly, at some point in the year you’ll have to take a break—whether for vacation, or your kid’s out sick...

Jen Weaver
Mm-hmm.
Yeah, so you need a partner or support teammate who can cover.
Then you’ve staffed it.
Next: scripting. Making sure it’s paced correctly. Maybe practicing it to know how long it takes to read while clicking through.
Then you work with your team to build out a landing page—but also, making sure it integrates into your support desk so the whole team can see what’s happening.

Alison Groves
Yep.

Jen Weaver
Now step six: practice sessions. Once you have your script, practice is really about getting the timing right, yes?

Alison Groves
Yep. I just had to create a new class because of upcoming app updates. I’ll time it on my watch—just read through and see how long it is.
Anything over 30 minutes, you’ll want to cut down.

Jen Weaver
Hmm.

Alison Groves
Practice also helps ensure your story flows properly.
Sometimes I’ll be halfway through and realize, “This doesn’t flow well, this should go before that.”
So practice helps with storytelling as much as timing.

Jen Weaver
And when you’re practicing, are you clicking through the tool just like you would in the real session?

Alison Groves
Yeah, yeah.
I joke with our product design team that they should write it out before they design.
If your story requires going up and down and back again—it’s not a good user flow.
So practice applies in a lot of places.

Jen Weaver
Yeah, you’re working through the product, trying to minimize clicks and screen changes.
So once you’re ready and your cross-functional prep is done—you’re shipping it.
Do you have advice on scheduling times, especially for a global audience?

Alison Groves
That’s going to vary for everyone.
We’re a global team and a global customer base.
So we run three classes a week—Tuesday, Wednesday, Thursday—each at a different time to cover as many zones as possible.
Noon Eastern, 3 p.m. Eastern, and 11 a.m. Eastern generally get most of the globe covered.
APAC is tough, but we try to include them.

Jen Weaver
That’s great. So let’s talk about data—how do you measure success?

Alison Groves
That’s something we’re still trying to answer.
I have conversion data I’m proud of—it’s a strong signal of success.
But one non-traditional, anecdotal metric I love: people stay for the whole session.
It’s a 30-minute class, and we don’t see drop-off.
To me, that’s the number one sign we’re helping people.
They wouldn’t stay if the content wasn’t valuable.

Jen Weaver
It’s not revenue-based, but it says a lot about the quality of your script and delivery.

Alison Groves
Exactly.
If we started to see drop-off at minute 15 or 20, I’d look at making serious changes.
But as long as people stay and say things like, “Thank you, this was incredibly helpful”—that’s the only metric I need.

Jen Weaver
Yeah, that’s the most important feedback: the customer found it helpful.

Alison Groves
Yes.
Even if only two or three people attend, that’s still better than one-on-one.
You’re still giving them that helpful experience.
And this is why support teams should own and manage this—because who cares more than support?

Jen Weaver
You record these and put them on YouTube, right?

Alison Groves
We don’t record every session because we’re running the same class almost daily.
But every few months, I refresh the recording—especially as the UI changes.
We post the recording on our classes page, where people sign up.
We also put it on YouTube because folks search there.
Anywhere we can share it, we do.
I work closely with our growth PM to get content into onboarding flows, product updates—everywhere.

Jen Weaver
So are you doing anything to make sure the product you’re demoing matches what the user sees? Especially with beta features?

Alison Groves
That was tough for six to nine months.
We had a window where trial and current customers saw two different versions of the product.
We chose to demo what trial customers saw—because someone brand new needed that continuity.
Existing customers could adjust—they’ve got some context.
It was a tough call, but I stand by it.

Jen Weaver
That’s an elegant solution. Experienced users can adapt more easily.

Alison Groves
Exactly. Even a few hours of product experience makes a big difference.
For someone brand new, the product they see should match what we show.
I always stick to what our most vulnerable learners need.
Everyone else can figure it out.

Jen Weaver
Brilliant.
Thank you for your transparency and for being so willing to help others in support. It’s really wonderful.

Alison Groves
That’s what we should all be doing.
That’s why I have the attitude I do.
If anyone wants to try this, talk it through, bounce ideas—I’m happy to help.
Email me. I’d love to consult, help however I can. I care deeply about this and want others to succeed.

Jen Weaver
That really encompasses my experience of Help Scout—so helpful.

Alison Groves
Yeah, our main company value is Happy to Help.
Every year at Retreat, we give out a Happy to Help award. I won last year—got a custom pair of Converse sneakers. That was really fun.

Jen Weaver
Fantastic! Were they Help Scout branded?

Alison Groves
Yes! They say Help Scout on them. They’re the only pair in existence.

Jen Weaver
So that wasn’t the standard award—it was just for you?

Alison Groves
Yeah, we have four company values, so there were four totally custom shoes given out.
Happy to Help is our top value—and I try to live it every day.
But I think support people everywhere feel that way too.

Thank you for being part of this journey. We can’t wait to grow, learn, and explore with you!

Cheers,
Jen Weaver
Host of Live Chat with Jen Weaver

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