Help Scout

So it maintains the structure, images, tables, all of that kind of data can be maintained.

And then some of the funner ones that we have too are like Because it's primarily customer support would be your help desk, help scout, Zen desk, Zoho desk, like all of these different platforms we're able to connect into as training sources and they can update automatically.

So this has been the.

If you've been in around AI or unless you're living under a rock at this point, the the real thing is that it's not that companies don't have a lot of knowledge already available.

Cause it's not just on the website.

You mentioned as an example, the same bot could be in internally in the company Slack.

Is it, am I correct? It could be sitting in your help scout as an example, drafting replies that you can review as a human in the loop and then send it.

Yeah.

Hit reply yes or no.

And every single day when I go into Help Scout to answer our emails, we have answers to that question.

Yes and no but, right? Okay.

So that's really going to help you.

Spend some time thinking about what you want and where your skills lie.

I did something like this before changing jobs and careers, and I did it again during my first Help Scout sabbatical.

The answers are important, but the process of thinking them through is more so.

Reminding yourself of your strengths, your interests, the things you'd rather avoid helps you develop a lens through which you can view the world as it changes.

you're-Trying to think about, well, what do I want to do? Like you say, you can go to people in your network.

What I did when I was sort of...

I think I wrote about this too, during my first sabbatical here at Help Scout, was just go and talk to like previous managers, people that I've worked with, colleagues, and just say like, "I don't know what you've noticed about me.

Like, I'm just thinking about what, what do I wanna do and what do I want my job to be." And so just...

Yeah, I feel like a caveman when I use CrocBot.

I mean, I have it set up for Castos that checks Help Scout a couple times a week and lets me know of anything that came in that I should get involved in.

Same with Sentry, same with GitHub and dev stuff that's moving forward.

So it's almost like a stand-up bot that's pulling information from our systems instead of the team reporting it.

So do you plan to change that then? Or is actually most of that going to just go through your new Hermes? I mean, if you're investing in this Hermes agent, making it actually super robust, secure, useful, knows all of your context, would you shift it over there instead, even for your personal elements? Or is that part of the segregation?

Yeah, both, right? Like I definitely won't have the Hermes going through my personal stuff.

But yeah, like the Help Scout and the Sentry and the GitHub.

Yeah.

Maxi Freyda is staff front-end engineer at Help Scout, the writer behind front-end at scale newsletter.

And he also recently taught a front-end masters workshop on front-end architecture, taking a monolithic app and going all the way to a micro front-end system.

So Maxi, welcome.

And I got my first job as an UI engineer.

So yeah, I lived in Buenos Aires most of my life.

And then I got a job at Help Scout, which is where I work right now.

And yeah, then I moved to LA about five years ago.

So yeah.

Maybe I've just made that up, but I can't remember his second name.

And he started a, uh, um, he started a help desk, like Help Scout sort of thing, about 10 years ago.

And he blogged every single day on his journey to, um, um, 100,000, um, MRR, like monthly recurring revenue.

Mm-hmm.

yeah um all right yeah cool that's good with me

man we're also constantly Try it is part of my routine about every other week to refresh the help scout articles so as new features release those should be.

added to the library, but there is a little bit of lag sometimes.

But I would say step one, start with the interrogating the help scout for kind of how-to guides.

If there's no answer there, you can post to the coach network.

And if that isn't working for you, then I can add time to this for Q&A.

We are here to serve people and find a way to get them what they need.

You can get in touch with Nicole and the company she works for, Sapphire, along with links and notes on the Help Scout blog linked below or in your podcast app.

And come back next time to hear from Dave Berner.

He founded an app for lawyers and we talk about rebuilding your career in the age of AI.