It has had a huge impact. Thanks to it we can now centralize all the information, get to see if there was another case or past issue with the customer (so we can have more context) and it allows us to scale our customer support
We shut down the phone assistance and only left email support. It was a huge challenge but so far we have been able to prioritize well the tickets from our customers. We use notes between us to manage cases and automate when needed, with workflows or saved responses (which save a huge amount of time).
The visibility that the metrics gives us let us know where are we starting. It's a baseline to see where we can improve and more importantly, HOW. There's actionability on the metrics (room for improvement there, but for now it works) so you can see which topics, tickets, support reps, etc. could be working better. This is limited still (for example you can't cross topics with NPS or members with NPS) but anyway the information is useful and you can at least know HOW you are doing (which was a game changer for us, because now we have targets and goals)
The Docs (FAQ) was very important in helping us centralize information regarding questions and work as a help center. This has 2 positive impacts: First, customers can help themselves, saving us and them time. Second, it helps the organization keep in sync and check them when new people join or a process change.
Chat is new in Help Scout and we are still seeing how it works, but it helps to have everything on the same app so we can have more context from all the different channels this customer has contacted us and which information has been given to him.