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Data Quality: Why It’s Key To AI Support
Scaling Service
Data Quality: Why It’s Key To AI Support
What's The Best Free Live Chat Software? 8 Top Options
Software & Systems
What's The Best Free Live Chat Software? 8 Top Options
Ticket Handling: Best Practices for Better Support
Leading Service
Ticket Handling: Best Practices for Better Support
Unlocking Insights: How to Analyze Customer Feedback Effectively
Customer Engagement
Unlocking Insights: How to Analyze Customer Feedback Effectively
Help Scout Joins the Shopify Plus Certified App Program
Inside Help Scout
Help Scout Joins the Shopify Plus Certified App Program
A Practical Approach to AI Transparency
Scaling Service
A Practical Approach to AI Transparency
AI and the Race for the Light
Articles
AI and the Race for the Light
How to Create a Predictive Customer Service Strategy (and Why You Should)
Leading Service
How to Create a Predictive Customer Service Strategy (and Why You Should)
Understanding AI Ticket Routing: Benefits and Challenges
Scaling Service
Understanding AI Ticket Routing: Benefits and Challenges
Help Scout Announces Partnership with TD SYNNEX
Product Updates
Help Scout Announces Partnership with TD SYNNEX
Why We Redesigned Inbox
Behind the Scenes
Why We Redesigned Inbox
Navigating Change Management: Transitioning to Inbox 2
Inside Help Scout
Navigating Change Management: Transitioning to Inbox 2
New Look and Feel, Same Help Scout
Product Updates
New Look and Feel, Same Help Scout
57:35
Conversation Corner: Making Support a Whole Company Sport
Customer Engagement
Conversation Corner: Making Support a Whole Company Sport
Improving CX by Overcoming the Challenges of AI Support
Leading Service
Improving CX by Overcoming the Challenges of AI Support
 Building a Future in Support: The Demand for AI Skills
Support Careers
Building a Future in Support: The Demand for AI Skills
The 9 Best Social Media Customer Service Software (2025)
Software & Systems
The 9 Best Social Media Customer Service Software (2025)
Smile, You’re in an AI Photo
Articles
Smile, You’re in an AI Photo
Ticket Tagging Made Easy: Tips and Best Practices
Leading Service
Ticket Tagging Made Easy: Tips and Best Practices
Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Help Scout
Customer Stories
Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Help Scout
What’s New in the Inbox: AI drafts, Snooze, Send Later, and More
Product Updates
What’s New in the Inbox: AI drafts, Snooze, Send Later, and More
What Is Customer Service? Help Scouts Weigh In
Leading Service
What Is Customer Service? Help Scouts Weigh In
Creating Champions: A Guide to Effective Customer Advocacy
Customer Engagement
Creating Champions: A Guide to Effective Customer Advocacy
Why Great Customer Service Isn’t Just Important, It's a Necessity
Leading Service
Why Great Customer Service Isn’t Just Important, It's a Necessity
Do You Actually Need a Local Environment?
Engineering
Do You Actually Need a Local Environment?
1:01:33
New in the Queue: AI Drafts, Snooze, and Send Later
Product Updates
New in the Queue: AI Drafts, Snooze, and Send Later
How To Create an Outstanding Ecommerce Knowledge Base
Ecommerce
How To Create an Outstanding Ecommerce Knowledge Base
Support Team Mailbag: Managing the Queue
Product Tutorials
Support Team Mailbag: Managing the Queue
Improve Experience with Customer Service Automation
Scaling Service
Improve Experience with Customer Service Automation
HSL: An Intuitive Way to Represent Color in CSS
Engineering
HSL: An Intuitive Way to Represent Color in CSS
Help Scout Works Best When
Product Tutorials
Help Scout Works Best When
51:21
Navigating the Hype: Staying Customer-First in an AI-Enabled World
Customer Service
Navigating the Hype: Staying Customer-First in an AI-Enabled World
Delivering More Customer Delight, Not More AI Hype
Product Updates
Delivering More Customer Delight, Not More AI Hype
What are the Best Help Desk Ticketing Systems? Top 11 Options
Software & Systems
What are the Best Help Desk Ticketing Systems? Top 11 Options
59:24
Conversation Corner: Real Support Talk
Leading Service
Conversation Corner: Real Support Talk
AI Ticketing Systems: What They Are and 8 Options to Consider
Software & Systems
AI Ticketing Systems: What They Are and 8 Options to Consider
7 Ways Companies Use AI for Customer Service
Scaling Service
7 Ways Companies Use AI for Customer Service
Between Two Borgs
Articles
Between Two Borgs
The Need for Speed: A Quick Way to Improve React Testing Times
Engineering
The Need for Speed: A Quick Way to Improve React Testing Times
Help Scout Using Help Scout: Tags and Custom Fields
Product Tutorials
Help Scout Using Help Scout: Tags and Custom Fields
Encouraging Empathy in Customer Service Teams
Leading Service
Encouraging Empathy in Customer Service Teams
Making Things Right: Examples of Customer Service Recovery
Leading Service
Making Things Right: Examples of Customer Service Recovery
Beyond the Biscoff: Thoughts on Building Customer Loyalty
Leading Service
Beyond the Biscoff: Thoughts on Building Customer Loyalty
Building Skills for the Sport of Support
Leading Service
Building Skills for the Sport of Support
Accessibility First is the New Mobile First
Engineering
Accessibility First is the New Mobile First
9 Customer Experience KPIs to Track for Better Business Outcomes
Customer Engagement
9 Customer Experience KPIs to Track for Better Business Outcomes
Catch Me if You Can
Articles
Catch Me if You Can
The 15 Best Customer Service Software: 2025 Buyer's Guide
Software & Systems
The 15 Best Customer Service Software: 2025 Buyer's Guide
11 Cold Email Templates to Boost Your Response Rates
Revenue Growth
11 Cold Email Templates to Boost Your Response Rates
Help Scout Using Help Scout: Saved Replies
Product Tutorials
Help Scout Using Help Scout: Saved Replies
Help Scout’s Shopify Integration: More Functionality At Your Fingertips
Product Tutorials
Help Scout’s Shopify Integration: More Functionality At Your Fingertips
The HIPAA-Compliant Help Desk Software You Can Trust
Customer Service
The HIPAA-Compliant Help Desk Software You Can Trust
8 Ways for Support Teams to Use the Time That AI Saves
Leading Service
8 Ways for Support Teams to Use the Time That AI Saves
A New Paradigm: Rethinking 'The Customer Is Always Right'
Leading Service
A New Paradigm: Rethinking 'The Customer Is Always Right'
Help Desk Automation: A Recipe for Better Support
Scaling Service
Help Desk Automation: A Recipe for Better Support
What is Knowledge Management? A Beginner’s Guide
Leading Service
What is Knowledge Management? A Beginner’s Guide
The Evolution of Performance Management at Help Scout
Behind the Scenes
The Evolution of Performance Management at Help Scout
The Top 10 Benefits of Chatbots in Customer Service
Scaling Service
The Top 10 Benefits of Chatbots in Customer Service
First Impressions Last
Articles
First Impressions Last
The AI-Enhanced Support Team of the Future
Scaling Service
The AI-Enhanced Support Team of the Future
Crafting an Effective Customer Service Cover Letter: Examples and Tips
Tips & Templates
Crafting an Effective Customer Service Cover Letter: Examples and Tips
The Name of the Rose
Articles
The Name of the Rose
Quarterly Release Notes: AI, Shopify, Instagram, and More
Product Updates
Quarterly Release Notes: AI, Shopify, Instagram, and More
Using AI for Email Writing: The 9 Best Tools
Software & Systems
Using AI for Email Writing: The 9 Best Tools
When Support Teams are Blamed for Product Problems
Articles
When Support Teams are Blamed for Product Problems
Live Event
New in the Queue: Shopify, Social, and AI
Product Updates
New in the Queue: Shopify, Social, and AI
101 Best Live Chat Response Examples for Customer Service
Tips & Templates
101 Best Live Chat Response Examples for Customer Service
The Ultimate Guide to Understanding and Managing Your Customer Lifecycle
Revenue Growth
The Ultimate Guide to Understanding and Managing Your Customer Lifecycle
How To Share an Instagram Account: The 3 Best Ways
Software & Systems
How To Share an Instagram Account: The 3 Best Ways
AI and Customer Experience: The Basics + 5 Tools to Try in 2024
Customer Engagement
AI and Customer Experience: The Basics + 5 Tools to Try in 2024
How to Use AI for Live Chat + 5 Tools To Consider
Software & Systems
How to Use AI for Live Chat + 5 Tools To Consider
Making the Most of Remote Meetings
Working Remotely
Making the Most of Remote Meetings
Evolving Brand Design at Help Scout
Behind the Scenes
Evolving Brand Design at Help Scout
Coping in the Queue: Tips for Managing AI Anxiety in Customer Support
Support Careers
Coping in the Queue: Tips for Managing AI Anxiety in Customer Support
53:01
Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
Support Careers
Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
AI and the Gravity of Mediocrity
Scaling Service
AI and the Gravity of Mediocrity
Help Scout Has Acquired SupportAgent.ai
Product Updates
Help Scout Has Acquired SupportAgent.ai
Navigating a Support Career in an AI-Powered World
Support Careers
Navigating a Support Career in an AI-Powered World
The 21 Best Instagram Tools for Business Growth (2025)
Software & Systems
The 21 Best Instagram Tools for Business Growth (2025)
How to Improve Ecommerce Customer Retention (5 Easy Ways)
Ecommerce
How to Improve Ecommerce Customer Retention (5 Easy Ways)
A Very Help Scout Thanksgiving
Articles
A Very Help Scout Thanksgiving
4 Diverse AI Chatbot Examples for Great Customer Service
Software & Systems
4 Diverse AI Chatbot Examples for Great Customer Service
Help Scout Has a New Look
Behind the Scenes
Help Scout Has a New Look
How AI Can Boost Help Desk Productivity (+ 7 Tools to Try)
Software & Systems
How AI Can Boost Help Desk Productivity (+ 7 Tools to Try)
Bring Instagram Conversations Into Help Scout
Product Updates
Bring Instagram Conversations Into Help Scout
 Quarterly Release Notes, October 2023: AI Assist, Log in with Google, and More
Product Updates
Quarterly Release Notes, October 2023: AI Assist, Log in with Google, and More
Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
Behind the Scenes
Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
Conversational AI for Customer Service: How to Get it Right
Scaling Service
Conversational AI for Customer Service: How to Get it Right
7 Customer Service Resume Examples + Best Practices
Tips & Templates
7 Customer Service Resume Examples + Best Practices
Live Event
How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
Customer Engagement
How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
Common Customer Complaints: 8 Examples and Solutions
Tips & Templates
Common Customer Complaints: 8 Examples and Solutions
Benefits of AI in Customer Service: 4 Ways AI Can Help
Scaling Service
Benefits of AI in Customer Service: 4 Ways AI Can Help
Customer Service Week: What It Is and Ways to Celebrate
Leading Service
Customer Service Week: What It Is and Ways to Celebrate
Inside Support: Q&A with Support Leader Brittany Ferguson
Support Careers
Inside Support: Q&A with Support Leader Brittany Ferguson
Navigating Product Changes in SaaS Support
Articles
Navigating Product Changes in SaaS Support
How to Create a Jira Ticketing System
Software & Systems
How to Create a Jira Ticketing System
Gorgias Pricing Explained: Features, Plans, and Alternatives
Software & Systems
Gorgias Pricing Explained: Features, Plans, and Alternatives
The 7 Best CRM Platforms Compared (2025)
Software & Systems
The 7 Best CRM Platforms Compared (2025)
Introducing AI Assist for Better, Faster Responses
Product Updates
Introducing AI Assist for Better, Faster Responses
Finding Joy in the Feedback Loop — Through Improv and in the Queue
Behind the Scenes
Finding Joy in the Feedback Loop — Through Improv and in the Queue
The 11 Best Issue Tracking Software for Customer Support Teams
Software & Systems
The 11 Best Issue Tracking Software for Customer Support Teams
First Impressions Are Fast Impressions
Articles
First Impressions Are Fast Impressions
The Best Shopify Customer Service Apps: 8 Options for 2025
Software & Systems
The Best Shopify Customer Service Apps: 8 Options for 2025
48:08
5 Ways Customer Success Teams Can Use Messages to Boost Engagement
Customer Engagement
5 Ways Customer Success Teams Can Use Messages to Boost Engagement
How To Be Heard By Your Product Team
Leading Service
How To Be Heard By Your Product Team
Building Stronger Customer Relationships
Customer Engagement
Building Stronger Customer Relationships
AI Customer Support Software: The 10 Best Tools for 2025
Software & Systems
AI Customer Support Software: The 10 Best Tools for 2025
How Mabel’s Labels Achieved a 93 CSAT Score while Reducing Support Volume by 58%
Customer Stories
How Mabel’s Labels Achieved a 93 CSAT Score while Reducing Support Volume by 58%
The 10 Best Customer Experience Software Options on the Market (2025)
Software & Systems
The 10 Best Customer Experience Software Options on the Market (2025)
Meet Help Scout's New Conversation Editor
Product Updates
Meet Help Scout's New Conversation Editor
Going off Script
Articles
Going off Script
4 Steps Toward Building a Culture That's Aligned with Company Values
Hiring & Culture
4 Steps Toward Building a Culture That's Aligned with Company Values
17 Great Customer Service Examples to Inspire You
Tips & Templates
17 Great Customer Service Examples to Inspire You
Customer Service Management: How to Develop an Effective Strategy
Tips & Templates
Customer Service Management: How to Develop an Effective Strategy
Comparing the 12 Top Knowledge Management Tools of 2025
Software & Systems
Comparing the 12 Top Knowledge Management Tools of 2025
Building a Customer-Oriented Ecommerce Business Through Better Human Interaction
Ecommerce
Building a Customer-Oriented Ecommerce Business Through Better Human Interaction
48 Ecommerce Interview Questions for Hiring the Right Team
Ecommerce
48 Ecommerce Interview Questions for Hiring the Right Team
50+ Ecommerce Survey Questions To Ask in 2024
Ecommerce
50+ Ecommerce Survey Questions To Ask in 2024
Quarterly Release Notes, July 2023: AI Summarize, Tag Organization, and More
Product Updates
Quarterly Release Notes, July 2023: AI Summarize, Tag Organization, and More
Help Scout’s AI Is at Your Service
Product Updates
Help Scout’s AI Is at Your Service
We’ve Changed Our Minds About AI in Customer Service
Product Updates
We’ve Changed Our Minds About AI in Customer Service
Live Event
Help Scout + AI = Better Customer Support
Customer Engagement
Help Scout + AI = Better Customer Support
Building a Customer-Centric Ecommerce Business: The Complete Guide
Ecommerce
Building a Customer-Centric Ecommerce Business: The Complete Guide
The 8 Best Customer Service Mobile Apps (Features + Pricing)
Software & Systems
The 8 Best Customer Service Mobile Apps (Features + Pricing)
How to Plan for Connection at Your Remote-company Retreat
Inside Help Scout
How to Plan for Connection at Your Remote-company Retreat
How Castiron Helps Thousands of Customers With a Two-Person Support Team
Customer Stories
How Castiron Helps Thousands of Customers With a Two-Person Support Team
Live Event
Attract, Delight, Repeat: How To Turn Ecommerce Buyers Into Repeat Customers
Customer Engagement
Attract, Delight, Repeat: How To Turn Ecommerce Buyers Into Repeat Customers
The 8 Best HIPAA-Compliant Messaging Apps
Software & Systems
The 8 Best HIPAA-Compliant Messaging Apps
Comparing SaaS and Ecommerce Support
Ecommerce
Comparing SaaS and Ecommerce Support
Paid SaaS Support: How To Offer It and Why It Matters
Leading Service
Paid SaaS Support: How To Offer It and Why It Matters
How BombTech Golf Increased Customer Satisfaction as Their Business Scaled
Customer Stories
How BombTech Golf Increased Customer Satisfaction as Their Business Scaled
26 Customer Service Interview Questions (+ Interview Tips)
Scaling Service
26 Customer Service Interview Questions (+ Interview Tips)
Quarterly Release Notes, April 2023: Messenger App, Restricted Docs, and More
Product Updates
Quarterly Release Notes, April 2023: Messenger App, Restricted Docs, and More
Facebook Messenger for Customer Service: The Basics
Software & Systems
Facebook Messenger for Customer Service: The Basics
Charting the Course of an Unexpected Career
Behind the Scenes
Charting the Course of an Unexpected Career
37:26
Unlocking the Power of Customer Feedback with Microsurveys
Customer Engagement
Unlocking the Power of Customer Feedback with Microsurveys
8 Customer Success Software Tools to Encourage Growth
Software & Systems
8 Customer Success Software Tools to Encourage Growth
How To Optimize Your Support Strategy for Messaging Channels
Scaling Service
How To Optimize Your Support Strategy for Messaging Channels
Choosing the Best Customer Communications Management Software
Software & Systems
Choosing the Best Customer Communications Management Software
Deliver a Seamless Support Experience with Messenger in Help Scout
Product Updates
Deliver a Seamless Support Experience with Messenger in Help Scout
Friday Notes Keep Us on the Same Page
Behind the Scenes
Friday Notes Keep Us on the Same Page
Customer Engagement Software: 12 Tools to Try in 2025
Software & Systems
Customer Engagement Software: 12 Tools to Try in 2025
44:18
Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
Customer Engagement
Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
Artificial Integrity:  Trust, AI, and Customer Service
Articles
Artificial Integrity: Trust, AI, and Customer Service
Tap Into Revenue in the Queue With Light Users
Scaling Service
Tap Into Revenue in the Queue With Light Users
Make Customer Support a Team Sport with Light Users
Scaling Service
Make Customer Support a Team Sport with Light Users
Want to Reduce Support Volume? Follow These 5 Steps
Customer Service
Want to Reduce Support Volume? Follow These 5 Steps
The 11 Best SaaS Knowledge Base Platforms for 2025
Software & Systems
The 11 Best SaaS Knowledge Base Platforms for 2025
The 9 Best Help Scout Alternatives (Including Features and Price)
Software & Systems
The 9 Best Help Scout Alternatives (Including Features and Price)
Interviewing at Help Scout: The Insider Perspective
Hiring & Culture
Interviewing at Help Scout: The Insider Perspective
43:10
How to Get More Shoppers to Purchase with Messages
Customer Engagement
How to Get More Shoppers to Purchase with Messages
Go Ahead, Learn Something: How Help Scout Empowers Employee Growth
Behind the Scenes
Go Ahead, Learn Something: How Help Scout Empowers Employee Growth
Create Help Articles With Confidence Using the New Docs Editor
Inside Help Scout
Create Help Articles With Confidence Using the New Docs Editor
57:08
Leveling Up Your Support Toolkit: Using Messages in Help Scout
Customer Engagement
Leveling Up Your Support Toolkit: Using Messages in Help Scout
Customer Support Tactic: Isolate the Backlog
Tips & Templates
Customer Support Tactic: Isolate the Backlog
Google Groups Alternatives: 11 Great Options for Businesses
Software & Systems
Google Groups Alternatives: 11 Great Options for Businesses
Spikeball is a Help Scout User for Life: Here's Why
Customer Stories
Spikeball is a Help Scout User for Life: Here's Why
Using ChatGPT for Customer Service
Articles
Using ChatGPT for Customer Service
Litmus Boosts Customer Retention Rate by 26% with Help Scout
Customer Stories
Litmus Boosts Customer Retention Rate by 26% with Help Scout
Why Underground Printing Switched from Gmail to Help Scout
Customer Stories
Why Underground Printing Switched from Gmail to Help Scout
How Ashesi University Created a School-Wide Support Center with Help Scout
Customer Stories
How Ashesi University Created a School-Wide Support Center with Help Scout
Space and Support Help Working Parents Thrive
Behind the Scenes
Space and Support Help Working Parents Thrive
12 LiveChat Alternatives for Support Teams and Beyond
Software & Systems
12 LiveChat Alternatives for Support Teams and Beyond
How Distributed Customer Service Teams Improve Each Other’s Skills
Articles
How Distributed Customer Service Teams Improve Each Other’s Skills
Quarterly Release Notes, Dec 2022: More Microsurveys, Message Styles, and More
Product Updates
Quarterly Release Notes, Dec 2022: More Microsurveys, Message Styles, and More
4 Message Styles and How to Use Them
Product Updates
4 Message Styles and How to Use Them
7 Predictions for Customer Service and Support in 2023
Articles
7 Predictions for Customer Service and Support in 2023
Help Scout vs. Intercom: A Deep-Dive Comparison
Software & Systems
Help Scout vs. Intercom: A Deep-Dive Comparison
The Top 9 Help Desk Software for Small Businesses in 2025
Software & Systems
The Top 9 Help Desk Software for Small Businesses in 2025
Top Shelf Reads from Help Scout Leaders
Behind the Scenes
Top Shelf Reads from Help Scout Leaders
How To Tell if a Company Is Really Customer-Centric
Hiring & Culture
How To Tell if a Company Is Really Customer-Centric
Support Tactic: Fresh Eyes, Fresh Voice
Tips & Templates
Support Tactic: Fresh Eyes, Fresh Voice
Setup Guide: How to Create a Shared Inbox in Gmail
Software & Systems
Setup Guide: How to Create a Shared Inbox in Gmail
7 GrooveHQ Alternatives to Help your Team Scale
Software & Systems
7 GrooveHQ Alternatives to Help your Team Scale
The 10 Best Web-Based Help Desks for Growing Businesses
Software & Systems
The 10 Best Web-Based Help Desks for Growing Businesses
Words are the Bridge: Finding Harmony in Songwriting and Content Strategy
Behind the Scenes
Words are the Bridge: Finding Harmony in Songwriting and Content Strategy
The 9 Best Kustomer Alternatives for Help Desk Tickets
Software & Systems
The 9 Best Kustomer Alternatives for Help Desk Tickets
Microsurveys: The Quick Way to Capture Customer Feedback
Product Updates
Microsurveys: The Quick Way to Capture Customer Feedback
Quarterly Release Notes, October 2022: Light Users, Microsurveys, and More
Product Updates
Quarterly Release Notes, October 2022: Light Users, Microsurveys, and More
8 Gorgias Alternatives for Better Customer Support
Software & Systems
8 Gorgias Alternatives for Better Customer Support
Sabbaticals in the Real World: How Help Scouters Are Using Their Time Away
Hiring & Culture
Sabbaticals in the Real World: How Help Scouters Are Using Their Time Away
12 Tips and Tools to Better Manage Your Work Email
Tips & Templates
12 Tips and Tools to Better Manage Your Work Email
Removing customer service accents via AI: The wrong solution to a real problem
Articles
Removing customer service accents via AI: The wrong solution to a real problem
How a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration
Software & Systems
How a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration
The 11 Best Help Desk Software: Tested & Compared
Software & Systems
The 11 Best Help Desk Software: Tested & Compared
Finding Flow at Work and on the Trail
Behind the Scenes
Finding Flow at Work and on the Trail
Straight From the Source: Help Scout Love
Behind the Scenes
Straight From the Source: Help Scout Love
The 9 Best Missive Alternatives for Team Collaboration
Software & Systems
The 9 Best Missive Alternatives for Team Collaboration
The Ultimate Guide to Email Management for Education
Software & Systems
The Ultimate Guide to Email Management for Education
Best Practices and Tips for Implementing a Help Desk
Software & Systems
Best Practices and Tips for Implementing a Help Desk
The Complete Guide to Email Management in Higher Education: Ebook
Software & Systems
The Complete Guide to Email Management in Higher Education: Ebook
What are the best email ticketing systems? Top 12 Options
Software & Systems
What are the best email ticketing systems? Top 12 Options
29:47
Product Walkthrough: Help Scout for Education
Product Tutorials
Product Walkthrough: Help Scout for Education
47 Pro Tips on How to Talk to Customers
Tips & Templates
47 Pro Tips on How to Talk to Customers
A Love Letter to Social Media Customer Service Pros
Articles
A Love Letter to Social Media Customer Service Pros
Help Desk vs. Service Desk: Which Is Best for You?
Software & Systems
Help Desk vs. Service Desk: Which Is Best for You?
Live Chat Software for Education: The 11 Best Options
Software & Systems
Live Chat Software for Education: The 11 Best Options
6 Great Templates for Customer Onboarding Emails
Scaling Service
6 Great Templates for Customer Onboarding Emails
How to Create and Organize a Knowledge Base
Scaling Service
How to Create and Organize a Knowledge Base
How To Create an Excellent Customer Engagement Strategy
Scaling Service
How To Create an Excellent Customer Engagement Strategy
The Beginner’s Guide to Help Scout
Product Tutorials
The Beginner’s Guide to Help Scout
Building a Customer-Focused Company
Scaling Service
Building a Customer-Focused Company
A Guide to Customer Success Manager Career Paths
Scaling Service
A Guide to Customer Success Manager Career Paths
Changing a Company Culture
Articles
Changing a Company Culture
Standard vs. Plus Pricing: How to Choose the Right Plan For You
Product Updates
Standard vs. Plus Pricing: How to Choose the Right Plan For You
How to Create Great Customer Feedback Email Templates
Scaling Service
How to Create Great Customer Feedback Email Templates
8 Free Customer Satisfaction Survey Templates
Scaling Service
8 Free Customer Satisfaction Survey Templates
If Customer Service Were Really Superheroes
Articles
If Customer Service Were Really Superheroes
Email vs. Live Chat Support
Software & Systems
Email vs. Live Chat Support
How to Write the Best Customer Support Manager Job Description
Scaling Service
How to Write the Best Customer Support Manager Job Description
The Problem With Gmail and Outlook for Shared Email
Software & Systems
The Problem With Gmail and Outlook for Shared Email
Work For Customers, Not Personas
Scaling Service
Work For Customers, Not Personas
Bring Your Whole Company Closer to Your Customers With Light Users
Inside Help Scout
Bring Your Whole Company Closer to Your Customers With Light Users
4 Customer Success Plan Templates and How to Use Them
Scaling Service
4 Customer Success Plan Templates and How to Use Them
Customer Service Hiring: Project Ideas
Scaling Service
Customer Service Hiring: Project Ideas
Support Team Swarming Vs. Tiering
Scaling Service
Support Team Swarming Vs. Tiering
Product Support Analyst Job Description: Template and Examples
Scaling Service
Product Support Analyst Job Description: Template and Examples
10 Practical Ways to Increase Team Productivity
Leadership Tips
10 Practical Ways to Increase Team Productivity
9 Helpshift Alternatives for Your Customer Communication Needs
Software & Systems
9 Helpshift Alternatives for Your Customer Communication Needs
The 7 Best Zoho Desk Alternatives on the Market Today
Software & Systems
The 7 Best Zoho Desk Alternatives on the Market Today
How To Write an Auto-Reply Email: 6 Examples
Tips & Templates
How To Write an Auto-Reply Email: 6 Examples
The 8 Best LiveAgent Alternatives For Customer Support Software
Software & Systems
The 8 Best LiveAgent Alternatives For Customer Support Software
How RealtyNinja Supported 300% Customer Growth with Help Scout
Customer Stories
How RealtyNinja Supported 300% Customer Growth with Help Scout
Help Scout & Census: Sync trusted data to delight customers and reduce churn
Inside Help Scout
Help Scout & Census: Sync trusted data to delight customers and reduce churn
Guiding clients to email support instead of their account managers
Articles
Guiding clients to email support instead of their account managers
Quarterly Release Notes, June 2022: Docs + Beacon, Videos in Messages, and more!
Product Updates
Quarterly Release Notes, June 2022: Docs + Beacon, Videos in Messages, and more!
7 Types of Software Every Small Business Should Consider
Software & Systems
7 Types of Software Every Small Business Should Consider
7 Best Practices To Boost Your Team Collaboration
Leadership Tips
7 Best Practices To Boost Your Team Collaboration
Is Google's LaMDA sentient, and if so would it like a job?
Articles
Is Google's LaMDA sentient, and if so would it like a job?
The 9 Best Email Support Software Solutions for Your Team
Software & Systems
The 9 Best Email Support Software Solutions for Your Team
Omnichannel Customer Service 101: Definition, Benefits, & Tips
Leading Service
Omnichannel Customer Service 101: Definition, Benefits, & Tips
Turning support requests into customer insights
Customer Engagement
Turning support requests into customer insights
8 Strategies to Skyrocket Ecommerce Customer Loyalty
Growth & Culture
8 Strategies to Skyrocket Ecommerce Customer Loyalty
Help Scout’s Ultimate Guide to Remote Management
Working Remotely
Help Scout’s Ultimate Guide to Remote Management
Customer Onboarding: Steps, Examples, and Best Practices
Revenue Growth
Customer Onboarding: Steps, Examples, and Best Practices
How George Washington University Handled a 22% Increase in Email Traffic
Customer Stories
How George Washington University Handled a 22% Increase in Email Traffic
7 Key Customer Experience Metrics, From Basic to Advanced
Customer Engagement
7 Key Customer Experience Metrics, From Basic to Advanced
The 11 Best Kayako Alternatives for Customer Support in 2025
Software & Systems
The 11 Best Kayako Alternatives for Customer Support in 2025
The 9 Best HappyFox Alternatives on the Market in 2025
Software & Systems
The 9 Best HappyFox Alternatives on the Market in 2025
9 Best HubSpot Service Hub Alternatives: Expert Reviews
Software & Systems
9 Best HubSpot Service Hub Alternatives: Expert Reviews
03:48
Museum of Customer Support: Ancient Fast Food
Articles
Museum of Customer Support: Ancient Fast Food
The 9 Best Help Desk Software for Schools and Universities
Software & Systems
The 9 Best Help Desk Software for Schools and Universities
Ecommerce Live Chat: Why You Need It + 12 Top Tools
Ecommerce
Ecommerce Live Chat: Why You Need It + 12 Top Tools
The 8 Best Ecommerce Help Desks On The Market Today
Ecommerce
The 8 Best Ecommerce Help Desks On The Market Today
Make Sure Every Customer Finds an Answer With Docs + Beacon
Product Updates
Make Sure Every Customer Finds an Answer With Docs + Beacon
How to Know When It's Time to Hire For Your Support Team
Leading Service
How to Know When It's Time to Hire For Your Support Team
Step-By-Step Guide: Measuring Customer Service ROI
Leading Service
Step-By-Step Guide: Measuring Customer Service ROI
Release Notes, March 2022: Previous conversations, user report change, and more!
Product Updates
Release Notes, March 2022: Previous conversations, user report change, and more!
18 Higher Education Email Templates and Saved Replies
Customer Service
18 Higher Education Email Templates and Saved Replies
The 9 Best Email Collaboration Software Platforms
Software & Systems
The 9 Best Email Collaboration Software Platforms
Help Scout’s Conversation Corner on Experience This!
Articles
Help Scout’s Conversation Corner on Experience This!
7 Outlook Shared Mailbox Alternatives for Email Collaboration
Software & Systems
7 Outlook Shared Mailbox Alternatives for Email Collaboration
Writing Excellent Customer Service Emails
Tips & Templates
Writing Excellent Customer Service Emails
Teaching Analytical Reading
Articles
Teaching Analytical Reading
The 7 Best Crisp Alternatives for Customer Support in 2024
Software & Systems
The 7 Best Crisp Alternatives for Customer Support in 2024
How to Change Your Team’s Behavior
Articles
How to Change Your Team’s Behavior
13 Best Practices for Improving Online Customer Service
Tips & Templates
13 Best Practices for Improving Online Customer Service
Customer Success: What It Means, Why It Matters, and More
Customer Engagement
Customer Success: What It Means, Why It Matters, and More
The 9 Best Gmelius Alternatives for Email Collaboration
Software & Systems
The 9 Best Gmelius Alternatives for Email Collaboration
Comparing Intercom Alternatives: The Top 13 Choices
Software & Systems
Comparing Intercom Alternatives: The Top 13 Choices
How to Deal with Difficult Customers
Tips & Templates
How to Deal with Difficult Customers
03:51
Museum of Customer Support: The First Shopping Cart
Articles
Museum of Customer Support: The First Shopping Cart
SaaS Customer Success: Key Roles, Strategies, and Tools
Customer Engagement
SaaS Customer Success: Key Roles, Strategies, and Tools
11 Key Customer Service Metrics + 4 Real Example Reports
Leading Service
11 Key Customer Service Metrics + 4 Real Example Reports
Measuring Customer Service Success More Broadly
Articles
Measuring Customer Service Success More Broadly
9 Guiding Principles for Doing Startup Customer Service Well
Tips & Templates
9 Guiding Principles for Doing Startup Customer Service Well
Encouraging Support Teams To Write Help Docs
Articles
Encouraging Support Teams To Write Help Docs
Top 14 Freshdesk Alternatives and Competitors for 2025
Software & Systems
Top 14 Freshdesk Alternatives and Competitors for 2025
12 Predictions for Customer Service Trends in 2022
Articles
12 Predictions for Customer Service Trends in 2022
Distribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?
Software & Systems
Distribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?
Quarterly Release Notes, December 2021: Targeted Messages, Properties Visibility
Product Updates
Quarterly Release Notes, December 2021: Targeted Messages, Properties Visibility
Fast Food vs. Fine Dining in Customer Service
Articles
Fast Food vs. Fine Dining in Customer Service
How To Make the Most of Your Customer Support Data
Leading Service
How To Make the Most of Your Customer Support Data
Reducing and Handling Ecommerce Shipping Cost Complaints
Ecommerce
Reducing and Handling Ecommerce Shipping Cost Complaints
Customer Self-Service: Benefits, Tips, and 5 Great Tools
Scaling Service
Customer Self-Service: Benefits, Tips, and 5 Great Tools
Dealing With Abusive Customers
Articles
Dealing With Abusive Customers
The 9 Best Team Email Management Software for 2025
Software & Systems
The 9 Best Team Email Management Software for 2025
How FlexJobs Engages Customers With Proactive Messages
Customer Stories
How FlexJobs Engages Customers With Proactive Messages
How Support Teams Can Improve Customer Retention
Leading Service
How Support Teams Can Improve Customer Retention
The 8 Best Customer Service Channels (& How to Pick Them)
Leading Service
The 8 Best Customer Service Channels (& How to Pick Them)
06:27
Museum of Customer Support: The World's Oldest Complaint Letter
Articles
Museum of Customer Support: The World's Oldest Complaint Letter
The Pros and Cons of Free Help Desks + 5 Options to Consider
Software & Systems
The Pros and Cons of Free Help Desks + 5 Options to Consider
Writing Your Own Customer Service Recipe Book
Articles
Writing Your Own Customer Service Recipe Book
The 8 Best Hiver Alternatives for Team Collaboration in 2025
Software & Systems
The 8 Best Hiver Alternatives for Team Collaboration in 2025
Delivering Excellent B2C Customer Service: 7 Best Practices
Tips & Templates
Delivering Excellent B2C Customer Service: 7 Best Practices
19 Actionable Help Desk Metrics for Customer Support Teams
Leading Service
19 Actionable Help Desk Metrics for Customer Support Teams
DEI at Help Scout: 2021 Update
Hiring & Culture
DEI at Help Scout: 2021 Update
Shared Email Account: Types, Tips, and the 9 Best Tools
Software & Systems
Shared Email Account: Types, Tips, and the 9 Best Tools
14 Actionable Live Chat Metrics to Start Tracking Today
Leading Service
14 Actionable Live Chat Metrics to Start Tracking Today
Buyer's Guide to Choosing the Right Customer Support Tool
Software & Systems
Buyer's Guide to Choosing the Right Customer Support Tool
What Are the Best Zendesk Alternatives? 9 Top Options
Software & Systems
What Are the Best Zendesk Alternatives? 9 Top Options
Terrifying Tales of Spooky Support
Articles
Terrifying Tales of Spooky Support
What is SaaS Customer Support? Examples and Best Practices
Tips & Templates
What is SaaS Customer Support? Examples and Best Practices
Announcing Help Scout's 2021 Customer Service Awards
Leading Service
Announcing Help Scout's 2021 Customer Service Awards
Annual Planning as a New Customer Support Leader
Articles
Annual Planning as a New Customer Support Leader
15 Customer Communication Tools to Engage Your Audience
Software & Systems
15 Customer Communication Tools to Engage Your Audience
Visit Sea Sat, the Customer Service Restaurant
Articles
Visit Sea Sat, the Customer Service Restaurant
9 Actionable Knowledge Base Metrics to Start Tracking Today
Leading Service
9 Actionable Knowledge Base Metrics to Start Tracking Today
Why Customers Ask Vague Questions (and What To Do About It)
Articles
Why Customers Ask Vague Questions (and What To Do About It)
The 11 Best Ecommerce Customer Service Software Platforms
Ecommerce
The 11 Best Ecommerce Customer Service Software Platforms
Build Better Customer Relationships With New Targeted Messages
Product Updates
Build Better Customer Relationships With New Targeted Messages
10 Ways to Improve Your Customer Service Security
Leading Service
10 Ways to Improve Your Customer Service Security
Top 11 Email Management Software + Who They're Best For
Software & Systems
Top 11 Email Management Software + Who They're Best For
How to Scale Customer Support Without Compromising Service
Scaling Service
How to Scale Customer Support Without Compromising Service
5 Steps Support Teams Can Take To Get Product Bugs Fixed
Tips & Templates
5 Steps Support Teams Can Take To Get Product Bugs Fixed
Help Scout’s Step-By-Step Remote Hiring Process
Hiring & Culture
Help Scout’s Step-By-Step Remote Hiring Process
The Book That Changed My Customer Service Career
Articles
The Book That Changed My Customer Service Career
Customer Onboarding Specialist Job Description: Templates and Examples
Scaling Service
Customer Onboarding Specialist Job Description: Templates and Examples
The Supportive: A Series for Service Professionals
Articles
The Supportive: A Series for Service Professionals
Customer Success Specialist Job Description: Template and Examples
Scaling Service
Customer Success Specialist Job Description: Template and Examples
Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
Scaling Service
Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
The Ultimate Guide to Small Business Customer Service
Tips & Templates
The Ultimate Guide to Small Business Customer Service
What Should I Include in My Cover Letter?
Articles
What Should I Include in My Cover Letter?
How to Measure Customer Service Quality: Methods & Tools
Leading Service
How to Measure Customer Service Quality: Methods & Tools
How to Write a Tier 2 Support Job Description + 5 Examples
Scaling Service
How to Write a Tier 2 Support Job Description + 5 Examples
Customer Support Rep Job Description: Template and Examples
Scaling Service
Customer Support Rep Job Description: Template and Examples
The 10 Best Knowledge Base Software Options for 2025 [Buyer's Guide]
Software & Systems
The 10 Best Knowledge Base Software Options for 2025 [Buyer's Guide]
Tips & Templates for Writing Great Knowledge Base Articles
Tips & Templates
Tips & Templates for Writing Great Knowledge Base Articles
18 Customer Service Tips for Financial Services Companies
Tips & Templates
18 Customer Service Tips for Financial Services Companies
Managing Social Media Customer Service: Strategies and Tips
Tips & Templates
Managing Social Media Customer Service: Strategies and Tips
9 Customer Service Blogs Every Support Pro Should Follow
Tips & Templates
9 Customer Service Blogs Every Support Pro Should Follow
How to Recognize, Reduce, and Repair Customer Service Burnout
Leading Service
How to Recognize, Reduce, and Repair Customer Service Burnout
How FAQ Software Can Help Your Small Business
Software & Systems
How FAQ Software Can Help Your Small Business
13 Tips and Best Practices for Real Estate Customer Service
Tips & Templates
13 Tips and Best Practices for Real Estate Customer Service
Building a Customer-Oriented Company: Strategies & Examples
Customer Engagement
Building a Customer-Oriented Company: Strategies & Examples
11 Tips on Delivering Great Customer Service in Education
Tips & Templates
11 Tips on Delivering Great Customer Service in Education
11 Types of Bad Customer Service (and How To Avoid Them)
Tips & Templates
11 Types of Bad Customer Service (and How To Avoid Them)
Google Collaborative Inbox: Pros, Cons, and 5 Alternatives
Software & Systems
Google Collaborative Inbox: Pros, Cons, and 5 Alternatives
Telling My Boss About My True Career Goals
Articles
Telling My Boss About My True Career Goals
The 12 Best Front Alternatives for Shared Email
Software & Systems
The 12 Best Front Alternatives for Shared Email
Delivering Great Customer Service in the Healthcare Industry
Tips & Templates
Delivering Great Customer Service in the Healthcare Industry
Quarterly Release Notes, June 2021: Messages Updates, Fundraising Emails, & More
Product Updates
Quarterly Release Notes, June 2021: Messages Updates, Fundraising Emails, & More
How to Build a Globally Remote Team That Really Works
Working Remotely
How to Build a Globally Remote Team That Really Works
11 Top SaaS Help Desk Software for 2025 (Ranked & Rated)
Software & Systems
11 Top SaaS Help Desk Software for 2025 (Ranked & Rated)
107 Customer Service Statistics and Facts You Shouldn't Ignore
Tips & Templates
107 Customer Service Statistics and Facts You Shouldn't Ignore
10 Inspirational Customer Experience Examples
Customer Engagement
10 Inspirational Customer Experience Examples
Customer Experience vs. Customer Success: Explained
Customer Engagement
Customer Experience vs. Customer Success: Explained
Help Scout: A Team Inbox Built for Customer Support
Software & Systems
Help Scout: A Team Inbox Built for Customer Support
Why You Don’t Need an AI Support Chatbot
Software & Systems
Why You Don’t Need an AI Support Chatbot
What to Expect When Shopping for Support Software
Software & Systems
What to Expect When Shopping for Support Software
Why Help Desk Software Is a Must-Have for Small Businesses
Software & Systems
Why Help Desk Software Is a Must-Have for Small Businesses
Customer Success vs. Account Management: Why Both Matter
Customer Engagement
Customer Success vs. Account Management: Why Both Matter
How We Approach Employee Compensation at Help Scout
Hiring & Culture
How We Approach Employee Compensation at Help Scout
5 Examples of Customer Success Marketing for SaaS Teams
Customer Engagement
5 Examples of Customer Success Marketing for SaaS Teams
Being Pushed to Offer Service Level Agreements Too Soon
Articles
Being Pushed to Offer Service Level Agreements Too Soon
What are the Best Live Chat Tools for 2025? Top 11 Picks
Software & Systems
What are the Best Live Chat Tools for 2025? Top 11 Picks
How Brain.fm Achieved a 95% CSAT Score With Help Scout
Customer Stories
How Brain.fm Achieved a 95% CSAT Score With Help Scout
4 Simple Tips for Crafting an Ideal B2B Customer Experience
Customer Engagement
4 Simple Tips for Crafting an Ideal B2B Customer Experience
How to Build a Strong Customer Service Culture
Leading Service
How to Build a Strong Customer Service Culture
10 Simple Ways to Wow Your Customers Every Day
Customer Engagement
10 Simple Ways to Wow Your Customers Every Day
Balancing Soft-Skills With Technical Ability
Articles
Balancing Soft-Skills With Technical Ability
What Is Customer Happiness + 11 Ways to Inspire It
Customer Engagement
What Is Customer Happiness + 11 Ways to Inspire It
6 User Adoption Strategies for Growing SaaS Businesses
Customer Engagement
6 User Adoption Strategies for Growing SaaS Businesses
How OnePageCRM Reduced Their Team's Workload by 50%
Customer Stories
How OnePageCRM Reduced Their Team's Workload by 50%
Customer Story: Upstream Tech
Customer Stories
Customer Story: Upstream Tech
The Taming of the Queue: 14 Support Queue Management Tips
Scaling Service
The Taming of the Queue: 14 Support Queue Management Tips
6 Customer Experience Books Every Founder Should Read
Customer Engagement
6 Customer Experience Books Every Founder Should Read
5 Effective Customer Loyalty Programs for Small Businesses
Customer Engagement
5 Effective Customer Loyalty Programs for Small Businesses
How to Hire for Customer Service: A Step-by-Step Guide
Scaling Service
How to Hire for Customer Service: A Step-by-Step Guide
CX Fitness: Conducting a Customer Experience Analysis
Customer Engagement
CX Fitness: Conducting a Customer Experience Analysis
Quarterly Release Notes, March 2021: Beacon Identify Changes, Messages Editor
Product Updates
Quarterly Release Notes, March 2021: Beacon Identify Changes, Messages Editor
Creating a Customer Success Journey Map in 6 Steps
Customer Engagement
Creating a Customer Success Journey Map in 6 Steps
6 Customer Centricity Examples To Use In Your Business
Customer Engagement
6 Customer Centricity Examples To Use In Your Business
Behind The Scenes: How a Help Scout Article Is Made
Behind the Scenes
Behind The Scenes: How a Help Scout Article Is Made
Breaking Into SaaS Support
Articles
Breaking Into SaaS Support
Customer Story: GrabCad
Customer Stories
Customer Story: GrabCad
Customer Story: Springboard
Customer Stories
Customer Story: Springboard
A Comprehensive Guide to Customer Satisfaction Score
Customer Engagement
A Comprehensive Guide to Customer Satisfaction Score
Customer Story: Influitive
Customer Stories
Customer Story: Influitive
Customer Story: Mixmax
Customer Stories
Customer Story: Mixmax
How To Use NPS to Measure Your Customer Experience
Customer Engagement
How To Use NPS to Measure Your Customer Experience
Customer Story: Panorama Education
Customer Stories
Customer Story: Panorama Education
Customer Story: Tattly
Customer Stories
Customer Story: Tattly
7 Foundational Customer Experience Best Practices
Customer Engagement
7 Foundational Customer Experience Best Practices
Customer Story: Threadless
Customer Stories
Customer Story: Threadless
Customer Story: LanguaTalk
Customer Stories
Customer Story: LanguaTalk
B2B Customer Service: What It Is and How To Do It Well
Customer Service
B2B Customer Service: What It Is and How To Do It Well
GPT-3 and AI in Customer Support
Articles
GPT-3 and AI in Customer Support
The Best Role for a Second Customer Service Hire
Articles
The Best Role for a Second Customer Service Hire
Creating a Customer Experience Team: 4 Questions to Ask
Customer Engagement
Creating a Customer Experience Team: 4 Questions to Ask
A Founder’s Guide to Collecting and Utilizing User Feedback
Customer Engagement
A Founder’s Guide to Collecting and Utilizing User Feedback
9 Key Aspects of a Stellar Customer Success Strategy
Customer Engagement
9 Key Aspects of a Stellar Customer Success Strategy
Where to Start When Building a Customer Success Team
Customer Engagement
Where to Start When Building a Customer Success Team
Customer Service Training: 21+ Tips, Activities, and Courses
Leading Service
Customer Service Training: 21+ Tips, Activities, and Courses
How to Create a Customer Feedback Loop That Works
Customer Engagement
How to Create a Customer Feedback Loop That Works
Customer Story: GrowSurf
Customer Stories
Customer Story: GrowSurf
The Role of Customer Stickiness in Building Enduring Loyalty
Customer Engagement
The Role of Customer Stickiness in Building Enduring Loyalty
Avoiding Cherry-Picking in the Support Queue
Articles
Avoiding Cherry-Picking in the Support Queue
Customer Satisfaction: What It Is and 6 Ways to Boost It
Customer Engagement
Customer Satisfaction: What It Is and 6 Ways to Boost It
Customer Support Job Description: Examples and Best Practices
Scaling Service
Customer Support Job Description: Examples and Best Practices
8 Key SaaS Customer Success Metrics & How to Measure Them
Customer Engagement
8 Key SaaS Customer Success Metrics & How to Measure Them
How to Get Started Delivering Proactive Customer Service
Tips & Templates
How to Get Started Delivering Proactive Customer Service
101 Inspirational Customer Service Quotes
Tips & Templates
101 Inspirational Customer Service Quotes
How a Great Customer Experience Can Grow Your Bottom Line
Customer Engagement
How a Great Customer Experience Can Grow Your Bottom Line
Customer Perception and How to Manage It Effectively
Customer Engagement
Customer Perception and How to Manage It Effectively
Quarterly Release Notes, November 2020: Advanced Permissions, Message Reports
Product Updates
Quarterly Release Notes, November 2020: Advanced Permissions, Message Reports
How to Improve Customer Loyalty With Customer Effort Score
Customer Engagement
How to Improve Customer Loyalty With Customer Effort Score
10 Techniques for Collecting Voice of the Customer Data
Customer Engagement
10 Techniques for Collecting Voice of the Customer Data
How to Inspire, Measure, and Improve Customer Loyalty
Customer Engagement
How to Inspire, Measure, and Improve Customer Loyalty
Holiday Customer Service: 6 Tips for Scaling Support Spikes
Scaling Service
Holiday Customer Service: 6 Tips for Scaling Support Spikes
A Founder’s Guide to Building a Customer-Focused Company
Customer Engagement
A Founder’s Guide to Building a Customer-Focused Company
Customer Story: TeamSnap
Customer Stories
Customer Story: TeamSnap
How to Manage Changing Team Needs with Advanced Permissions
Product Updates
How to Manage Changing Team Needs with Advanced Permissions
How to Identify and Optimize Customer Experience Touchpoints
Customer Engagement
How to Identify and Optimize Customer Experience Touchpoints
13 Response Templates for Tricky Customer Service Emails
Tips & Templates
13 Response Templates for Tricky Customer Service Emails
Quick Start Guide to Creating a Knowledge Base in 6 Steps
Software & Systems
Quick Start Guide to Creating a Knowledge Base in 6 Steps
5 Ways to Automate Support Without Degrading Service
Scaling Service
5 Ways to Automate Support Without Degrading Service
5 Simple Knowledge Base SEO Tips Anyone Can Follow
Tips & Templates
5 Simple Knowledge Base SEO Tips Anyone Can Follow
A Complete Guide to Customer Acquisition for Startups
Revenue Growth
A Complete Guide to Customer Acquisition for Startups
How to Implement Live Chat With a Small Support Team
Leading Service
How to Implement Live Chat With a Small Support Team
Understanding Consumer Behavior to Convert More Customers
Revenue Growth
Understanding Consumer Behavior to Convert More Customers
How to Set Customer Service Goals (+ 9 Example Goals)
Leading Service
How to Set Customer Service Goals (+ 9 Example Goals)
How to Write Support Emails Your Customers Will Love
Tips & Templates
How to Write Support Emails Your Customers Will Love
7 Steps to Build a Thriving Customer Service Team
Scaling Service
7 Steps to Build a Thriving Customer Service Team
4 Meaningful Customer Satisfaction Metrics, Compared
Customer Engagement
4 Meaningful Customer Satisfaction Metrics, Compared
Announcing Help Scout's 2020 Customer Service Awards
Leading Service
Announcing Help Scout's 2020 Customer Service Awards
Tips for Finding Your Perfect Customer Service Career Path
Support Careers
Tips for Finding Your Perfect Customer Service Career Path
The Non-Coder’s Guide to Using the Help Scout API
Product Tutorials
The Non-Coder’s Guide to Using the Help Scout API
The List Building Strategies That Grew 251,000 Subscribers
Revenue Growth
The List Building Strategies That Grew 251,000 Subscribers
Quarterly Release Notes, September 2020: Article Ratings, New Messages Editor
Product Updates
Quarterly Release Notes, September 2020: Article Ratings, New Messages Editor
Customer Support: Definition, Importance, and 8 Essential Tips
Tips & Templates
Customer Support: Definition, Importance, and 8 Essential Tips
Writing an Effective Apology Letter to Customers (+ 5 Examples)
Leading Service
Writing an Effective Apology Letter to Customers (+ 5 Examples)
How Help Scout Mitigates Unconscious Bias in Hiring
Hiring & Culture
How Help Scout Mitigates Unconscious Bias in Hiring
Customer Service Experience: Definition, Tips, & Examples
Leading Service
Customer Service Experience: Definition, Tips, & Examples
8 Companies with Exceptional Customer Service + Helpful Tips
Customer Service
8 Companies with Exceptional Customer Service + Helpful Tips
6 Proven Strategies for Building a Customer-Centric Company
Customer Engagement
6 Proven Strategies for Building a Customer-Centric Company
7 Tips for Becoming a SaaS Support Professional
Support Careers
7 Tips for Becoming a SaaS Support Professional
How to Create an Inspiring Customer Service Philosophy
Leading Service
How to Create an Inspiring Customer Service Philosophy
How to Build a Winning Customer-Centric Marketing Strategy
Customer Engagement
How to Build a Winning Customer-Centric Marketing Strategy
Step-By-Step Guide: How to Handle Customer Complaints
Tips & Templates
Step-By-Step Guide: How to Handle Customer Complaints
Time To Resolution: What It Is, Why It Matters, and How to Reduce It
Leading Service
Time To Resolution: What It Is, Why It Matters, and How to Reduce It
5 Practical Ways to Automate Ecommerce Customer Service
Customer Service
5 Practical Ways to Automate Ecommerce Customer Service
Guide to Customer Relations: Definition, Benefits, and Tips
Customer Engagement
Guide to Customer Relations: Definition, Benefits, and Tips
Customer Appreciation Ideas: 17 Ways to Thank Customers
Customer Engagement
Customer Appreciation Ideas: 17 Ways to Thank Customers
What Is Customer Retention + 16 Proven Retention Strategies
Revenue Growth
What Is Customer Retention + 16 Proven Retention Strategies
10 Ways to Deliver Consistently Great Customer Service
Tips & Templates
10 Ways to Deliver Consistently Great Customer Service
How to Advocate for Colleagues in a Remote Work Environment
Working Remotely
How to Advocate for Colleagues in a Remote Work Environment
An Overview of NPS for Customer Service Teams
Customer Engagement
An Overview of NPS for Customer Service Teams
Email Response Times: Benchmarks and Tips for Support
Leading Service
Email Response Times: Benchmarks and Tips for Support
Black Lives Matter
Behind the Scenes
Black Lives Matter
10 Unforgettable Customer Service Stories
Tips & Templates
10 Unforgettable Customer Service Stories
Quarterly Release Notes, May 2020: Product Live, iOS Forwarding, Slack & More
Product Updates
Quarterly Release Notes, May 2020: Product Live, iOS Forwarding, Slack & More
12 Customer Service Phrases to Use (+ 8 You Should Avoid)
Tips & Templates
12 Customer Service Phrases to Use (+ 8 You Should Avoid)
The 6 Best Remote Collaboration Tools for Customer Service Teams
Leading Service
The 6 Best Remote Collaboration Tools for Customer Service Teams
COVID-19's Impact on Customer Service Volumes
Articles
COVID-19's Impact on Customer Service Volumes
Remote Employees Shouldn’t Be Paid Less Based on Geography
Remote Management
Remote Employees Shouldn’t Be Paid Less Based on Geography
KPIs and Business Practices in the Time of Coronavirus
Leading Service
KPIs and Business Practices in the Time of Coronavirus
9-Step Guide to Switching Help Desks
Software & Systems
9-Step Guide to Switching Help Desks
10 Tips for Knocking Your Virtual Interview Out of the Park
Working Remotely
10 Tips for Knocking Your Virtual Interview Out of the Park
How to Write a Value Proposition (+ 6 Modern Examples)
Revenue Growth
How to Write a Value Proposition (+ 6 Modern Examples)
9 Knowledge Base Tips for a Better Customer Experience
Tips & Templates
9 Knowledge Base Tips for a Better Customer Experience
Live Event
Weathering the Economic Storm of COVID-19
Revenue Growth
Weathering the Economic Storm of COVID-19
Customer Satisfaction Surveys: A Comprehensive Guide
Customer Engagement
Customer Satisfaction Surveys: A Comprehensive Guide
How to Stay Productive While Working from Home With Kids
Working Remotely
How to Stay Productive While Working from Home With Kids
7 Best Practices for Effective Ecommerce Customer Service
Ecommerce
7 Best Practices for Effective Ecommerce Customer Service
18 Knowledge Base Examples That Get It Right
Tips & Templates
18 Knowledge Base Examples That Get It Right
A Retreat Apart: Planning Help Scout’s First Ever Remote Retreat
Hiring & Culture
A Retreat Apart: Planning Help Scout’s First Ever Remote Retreat
Live Event
Building Exceptional Teams and Culture in a Pandemic: Live Q&A
Hiring & Culture
Building Exceptional Teams and Culture in a Pandemic: Live Q&A
Quarterly Release Notes, March 2020: COVID-19 Resources, Chat Ratings, and More
Product Updates
Quarterly Release Notes, March 2020: COVID-19 Resources, Chat Ratings, and More
Working Remotely: Tips from 100+ Remote Workers & Leaders
Working Remotely
Working Remotely: Tips from 100+ Remote Workers & Leaders
12 Shared Inbox Software Options for Team Collaboration
Software & Systems
12 Shared Inbox Software Options for Team Collaboration
Crisis Communication Tips for Customer Service Teams
Leading Service
Crisis Communication Tips for Customer Service Teams
Creating Knowledge Base Videos: Tips, Tools, and Examples
Software & Systems
Creating Knowledge Base Videos: Tips, Tools, and Examples
Will AI-Powered Customer Service Replace Your Job?
Support Careers
Will AI-Powered Customer Service Replace Your Job?
Live Chat Support 101: Definition, Benefits, and Best Practices
Software & Systems
Live Chat Support 101: Definition, Benefits, and Best Practices
21 Key Live Chat Statistics for Customer Service Teams
Tips & Templates
21 Key Live Chat Statistics for Customer Service Teams
6 Important Live Chat Tips for Email Support Pros
Tips & Templates
6 Important Live Chat Tips for Email Support Pros
8 Live Chat Best Practices and Common Mistakes
Tips & Templates
8 Live Chat Best Practices and Common Mistakes
The 9 Big Benefits of Live Chat for Customer Service Teams
Software & Systems
The 9 Big Benefits of Live Chat for Customer Service Teams
DEI at Help Scout: Fall 2019 Update
Hiring & Culture
DEI at Help Scout: Fall 2019 Update
The Secret Art of Delegation
Leadership Tips
The Secret Art of Delegation
Communicating With Customers During a System Outage
Leading Service
Communicating With Customers During a System Outage
A Detailed Guide to Remote Employee Onboarding
Remote Management
A Detailed Guide to Remote Employee Onboarding
The Ultimate Guide to Knowledge Base Management
Software & Systems
The Ultimate Guide to Knowledge Base Management
Writing the Perfect Customer Thank-You Note (+ Examples)
Customer Engagement
Writing the Perfect Customer Thank-You Note (+ Examples)
Go-To Scripts for 16 Tricky Customer Service Scenarios
Tips & Templates
Go-To Scripts for 16 Tricky Customer Service Scenarios
Inside Help Scout: How We Implement Whole Company Support
Behind the Scenes
Inside Help Scout: How We Implement Whole Company Support
Customer Feedback: Why It’s Important + 7 Ways to Collect It
Customer Engagement
Customer Feedback: Why It’s Important + 7 Ways to Collect It
Color Psychology in Marketing and Branding is All About Context
Revenue Growth
Color Psychology in Marketing and Branding is All About Context
The 5 Key Principles of Customer-Centric Selling
Customer Engagement
The 5 Key Principles of Customer-Centric Selling
What is a Support Ticket (& Why We Don’t Use That Term)
Software & Systems
What is a Support Ticket (& Why We Don’t Use That Term)
7 Shared Mailbox Best Practices You Can Put Into Action
Tips & Templates
7 Shared Mailbox Best Practices You Can Put Into Action
41:15
Creating Customer Flow
Scaling Service
Creating Customer Flow
How to Handle Customer Support During Company-Wide Events
Leading Service
How to Handle Customer Support During Company-Wide Events
27 Company Retreat Ideas Your Team Will Actually Enjoy
Hiring & Culture
27 Company Retreat Ideas Your Team Will Actually Enjoy
Should I Let My Staff Complain About Customers?
Leading Service
Should I Let My Staff Complain About Customers?
How to Plan a Fun and Productive Company Retreat
Hiring & Culture
How to Plan a Fun and Productive Company Retreat
13 Productivity Hacks to Maximize Your Time
Support Careers
13 Productivity Hacks to Maximize Your Time
How Beacon Helps You Deliver Great Customer Service
Product Tutorials
How Beacon Helps You Deliver Great Customer Service
Inside Help Scout: How We Triage Our Support Queue
Behind the Scenes
Inside Help Scout: How We Triage Our Support Queue
ARPA: A Framework Alternative to the RACI Model
Leadership Tips
ARPA: A Framework Alternative to the RACI Model
Help Scout’s Brand Animation Process
Behind the Scenes
Help Scout’s Brand Animation Process
9 Principles For Starting a Successful Side Hustle
Revenue Growth
9 Principles For Starting a Successful Side Hustle
Illustrating the Help Scout Brand
Behind the Scenes
Illustrating the Help Scout Brand
How to Support Working Parents
Leadership Tips
How to Support Working Parents
Introducing Help Scout for Good
Product Updates
Introducing Help Scout for Good
Announcing the Help Scout Brand Handbook
Behind the Scenes
Announcing the Help Scout Brand Handbook
Rolling Out Weekend Support
Scaling Service
Rolling Out Weekend Support
27 Funny Customer Service Quotes
Tips & Templates
27 Funny Customer Service Quotes
How to Communicate Ideas Effectively
Leadership Tips
How to Communicate Ideas Effectively
DEI at Help Scout: Spring 2019 Update
Hiring & Culture
DEI at Help Scout: Spring 2019 Update
5 Boring Customer Service Stories
Tips & Templates
5 Boring Customer Service Stories
Humanize Your Support With Data
Leading Service
Humanize Your Support With Data
The Impact and Value of Taking a Sabbatical from Work
Leadership Tips
The Impact and Value of Taking a Sabbatical from Work
The Technical Debt Myth
Engineering
The Technical Debt Myth
8 Internal Communication Tools to Boost Collaboration
Remote Management
8 Internal Communication Tools to Boost Collaboration
Making (and Breaking) the Help Scout Brand
Behind the Scenes
Making (and Breaking) the Help Scout Brand
How to Turn Off a Support Channel Gracefully
Scaling Service
How to Turn Off a Support Channel Gracefully
Behind the Scenes: The Design of Beacon
Behind the Scenes
Behind the Scenes: The Design of Beacon
Why Analytical Reading Is a Must-Have Skill
Leading Service
Why Analytical Reading Is a Must-Have Skill
Help Scout's Annual Customer Support Salary Study
Support Careers
Help Scout's Annual Customer Support Salary Study
The Skills You Need for a Support-Driven Growth Role
Revenue Growth
The Skills You Need for a Support-Driven Growth Role
Communicating Support Successes to the Wider Company
Leading Service
Communicating Support Successes to the Wider Company
21 Key Customer Service Skills (and How to Develop Them)
Tips & Templates
21 Key Customer Service Skills (and How to Develop Them)
Five Tools for Writing High Quality PHP
Engineering
Five Tools for Writing High Quality PHP
How To Write a Good Internal Note
Tips & Templates
How To Write a Good Internal Note
Why Investing in Help Desk Software Increases Your ROI
Software & Systems
Why Investing in Help Desk Software Increases Your ROI
Support Teams and Technical Writers: A Powerful Partnership
Leading Service
Support Teams and Technical Writers: A Powerful Partnership
What Remote Companies Can Teach About Asynchronous Communication
Remote Management
What Remote Companies Can Teach About Asynchronous Communication
Sales as a Service
Revenue Growth
Sales as a Service
3 Strategies for Scaling Up to 24-Hour Customer Service
Scaling Service
3 Strategies for Scaling Up to 24-Hour Customer Service
Making Content More Inclusive
Behind the Scenes
Making Content More Inclusive
Customer Support Operations: Description, Responsibilities, and Skills
Scaling Service
Customer Support Operations: Description, Responsibilities, and Skills
6 Steps to Recruiting Like a Human
Hiring & Culture
6 Steps to Recruiting Like a Human
The Business Case for Support-Driven Growth
Revenue Growth
The Business Case for Support-Driven Growth
The Art of Troubleshooting for Customer Support Professionals
Tips & Templates
The Art of Troubleshooting for Customer Support Professionals
What Is Contextual Support, and Why Is It Critical to Live Chat?
Software & Systems
What Is Contextual Support, and Why Is It Critical to Live Chat?
6 Tips for How to Collaborate on Remote Design Teams
Remote Management
6 Tips for How to Collaborate on Remote Design Teams
Help Your New Hires Rock: 30/60/90-Day Reviews for Support
Leading Service
Help Your New Hires Rock: 30/60/90-Day Reviews for Support
Getting Started with Support-Driven Growth
Revenue Growth
Getting Started with Support-Driven Growth
What to Call Your Customer Service and Support Teams
Scaling Service
What to Call Your Customer Service and Support Teams
How to Fire a Customer (The Right Way) in 5 Steps
Leading Service
How to Fire a Customer (The Right Way) in 5 Steps
DEI at Help Scout: 2018 Update
Hiring & Culture
DEI at Help Scout: 2018 Update
Everything You Need to Know About Implementing a Price Increase
Revenue Growth
Everything You Need to Know About Implementing a Price Increase
How to Stand Out in a Crowded Market
Revenue Growth
How to Stand Out in a Crowded Market
How to Hire for Chat and Email Writing Skills
Leading Service
How to Hire for Chat and Email Writing Skills
The Right Way to Consolidate Your Customer Support Tools
Software & Systems
The Right Way to Consolidate Your Customer Support Tools
Customer Service vs. Customer Experience: Explained
Customer Engagement
Customer Service vs. Customer Experience: Explained
Customer Service vs. Customer Support: Explained
Tips & Templates
Customer Service vs. Customer Support: Explained
Customer Support vs. Customer Success: Explained
Customer Engagement
Customer Support vs. Customer Success: Explained
9 Ways to Foster Diversity and Inclusion at Work
Hiring & Culture
9 Ways to Foster Diversity and Inclusion at Work
How to Deal With Cheap Customers
Revenue Growth
How to Deal With Cheap Customers
AI, Curiosity, and the Future of Human Customer Service
Articles
AI, Curiosity, and the Future of Human Customer Service
Learn How to Negotiate with these 12 Tactics for Successful Negotiations
Leadership Tips
Learn How to Negotiate with these 12 Tactics for Successful Negotiations
How to Build a Great Remote Company Culture
Remote Management
How to Build a Great Remote Company Culture
A Customer Support Leader’s Guide to One-on-Ones
Leading Service
A Customer Support Leader’s Guide to One-on-Ones
11 Strategies to Maintain Customer Intimacy at Scale
Customer Engagement
11 Strategies to Maintain Customer Intimacy at Scale
Scaling Support With Personality at Cards Against Humanity
Scaling Service
Scaling Support With Personality at Cards Against Humanity
How to Rebuild Customer Loyalty After a Data Security Breach
Leading Service
How to Rebuild Customer Loyalty After a Data Security Breach
Beacon 2.0 Preview: The User Interface
Product Updates
Beacon 2.0 Preview: The User Interface
Migrating a Customer Query Between Support Channels
Tips & Templates
Migrating a Customer Query Between Support Channels
Need a CRM? Consider These Tips First
Software & Systems
Need a CRM? Consider These Tips First
4 Ways to Determine What Your Customer Really Needs
Tips & Templates
4 Ways to Determine What Your Customer Really Needs
Beacon 2.0 Preview: Introducing Chat
Product Updates
Beacon 2.0 Preview: Introducing Chat
57:01
Reduce Your Support Load Through Better Product Writing
Tips & Templates
Reduce Your Support Load Through Better Product Writing
Writing Support Emails: A Style Guide
Tips & Templates
Writing Support Emails: A Style Guide
Turn Support Hunches into Usable Data for Product Teams
Leading Service
Turn Support Hunches into Usable Data for Product Teams
Inbox Zero: The Fast, Empathetic Way to Get Your Team There
Tips & Templates
Inbox Zero: The Fast, Empathetic Way to Get Your Team There
9 Tips for Delivering Time-Sensitive Customer Service Fast
Tips & Templates
9 Tips for Delivering Time-Sensitive Customer Service Fast
Live Event
Working Successfully in a Collaborative Support Model
Leading Service
Working Successfully in a Collaborative Support Model
9 Experiential Marketing Examples from Highly Creative Companies
Revenue Growth
9 Experiential Marketing Examples from Highly Creative Companies
How to Determine Your Company’s Multichannel Customer Support Strategy
Scaling Service
How to Determine Your Company’s Multichannel Customer Support Strategy
Beacon 2.0 Preview: What’s New
Product Updates
Beacon 2.0 Preview: What’s New
How Mailchimp Bridges the Gap Between Support and Product
Scaling Service
How Mailchimp Bridges the Gap Between Support and Product
55:48
Taking Customer Service Beyond Satisfaction
Leading Service
Taking Customer Service Beyond Satisfaction
The Future of Self-Service
Scaling Service
The Future of Self-Service
Self-Service is the Next Frontier in Customer Support
Product Updates
Self-Service is the Next Frontier in Customer Support
Live Event
The Art of Customer Loyalty in a Subscription Business
Revenue Growth
The Art of Customer Loyalty in a Subscription Business
5 Ways Your Small Business Can Impress First-Time Customers
Customer Engagement
5 Ways Your Small Business Can Impress First-Time Customers
Customer Service + Marketing = Improved Customer Experience
Customer Engagement
Customer Service + Marketing = Improved Customer Experience
Flexible Working is a Win-Win for Employees and Companies Alike
Remote Management
Flexible Working is a Win-Win for Employees and Companies Alike
How to Snag (and Succeed at) a Remote Customer Service Job
Support Careers
How to Snag (and Succeed at) a Remote Customer Service Job
6 Tips to Keeping Your Remote Team Connected
Remote Management
6 Tips to Keeping Your Remote Team Connected
Why Support Teams Must Stake a Claim to Revenue
Leading Service
Why Support Teams Must Stake a Claim to Revenue
How (and Why) to Respond to Positive Online Reviews
Revenue Growth
How (and Why) to Respond to Positive Online Reviews
How to Write Conclusions That Don’t Suck
Revenue Growth
How to Write Conclusions That Don’t Suck
6 Steps to Creating a Customer-Centric Culture
Customer Engagement
6 Steps to Creating a Customer-Centric Culture
Live Event
How to Use Customer Service to Stand Out from the Competition
Revenue Growth
How to Use Customer Service to Stand Out from the Competition
9 Tips for Working While You Travel
Working Remotely
9 Tips for Working While You Travel
How to Turn Negative Yelp Reviews Into New Customers
Revenue Growth
How to Turn Negative Yelp Reviews Into New Customers
How to Revamp Your Knowledge Base Architecture
Leading Service
How to Revamp Your Knowledge Base Architecture
The Digital Nomad’s Toolkit for Staying Productive
Working Remotely
The Digital Nomad’s Toolkit for Staying Productive
Listen While You Lead: 3 Unexpected Lessons for New Managers
Leading Service
Listen While You Lead: 3 Unexpected Lessons for New Managers
Ecommerce Companies Use Multiple Instances to Manage Different Customer Groups
Ecommerce
Ecommerce Companies Use Multiple Instances to Manage Different Customer Groups
Why You Should Set Big Goals (Even If You Might Not Hit Them)
Support Careers
Why You Should Set Big Goals (Even If You Might Not Hit Them)
8 Tips for How to Approach Cross-Cultural Customer Support
Tips & Templates
8 Tips for How to Approach Cross-Cultural Customer Support
How to Maintain Your Health as a Digital Nomad
Working Remotely
How to Maintain Your Health as a Digital Nomad
6 Ways to Get More Mileage out of Your Help Content
Scaling Service
6 Ways to Get More Mileage out of Your Help Content
Knowledge Base Design Tips for Better Self-Service Support
Leading Service
Knowledge Base Design Tips for Better Self-Service Support
The Right (and Wrong) Way to Outsource Customer Support
Scaling Service
The Right (and Wrong) Way to Outsource Customer Support
8 Best Practices for Designing a Helpful Contact Page
Leading Service
8 Best Practices for Designing a Helpful Contact Page
Empower Your Customers With Self-Service, Chat and Help Desk Support
Software & Systems
Empower Your Customers With Self-Service, Chat and Help Desk Support
3 Simple Automations That Free Your Support Team From Tedious Tasks
Scaling Service
3 Simple Automations That Free Your Support Team From Tedious Tasks
8 Slack Hacks for Reducing Information Anxiety
Support Careers
8 Slack Hacks for Reducing Information Anxiety
10 Lessons We Learned About Telling Customer Stories
Revenue Growth
10 Lessons We Learned About Telling Customer Stories
Why Your Customer Service Sucks
Tips & Templates
Why Your Customer Service Sucks
How Building a Community Can Supercharge Your Customer Service
Revenue Growth
How Building a Community Can Supercharge Your Customer Service
How to Handle Conflict on Remote Teams
Remote Management
How to Handle Conflict on Remote Teams
What I Learned About Customer Service While Working at A Bookstore
Support Careers
What I Learned About Customer Service While Working at A Bookstore
How I Stay Productive Working Remotely
Engineering
How I Stay Productive Working Remotely
DEI at Help Scout: 2017 Update
Hiring & Culture
DEI at Help Scout: 2017 Update
5 Benefits of Integrating HubSpot + Help Scout
Product Tutorials
5 Benefits of Integrating HubSpot + Help Scout
Customer Acquisition vs. Customer Satisfaction
Customer Engagement
Customer Acquisition vs. Customer Satisfaction
How To Succeed as a Customer Support Manager
Leading Service
How To Succeed as a Customer Support Manager
Testing Code That Talks to the Database
Engineering
Testing Code That Talks to the Database
Functional vs. Unit Testing for the Browser
Engineering
Functional vs. Unit Testing for the Browser
How Customer Support Teams Can Maximize Seasonal Downtime
Scaling Service
How Customer Support Teams Can Maximize Seasonal Downtime
How Our Remote Team Stays Aligned With Town Hall Meetings
Remote Management
How Our Remote Team Stays Aligned With Town Hall Meetings
Take It or Leave It: What Help Desk Data Should You Migrate?
Software & Systems
Take It or Leave It: What Help Desk Data Should You Migrate?
The Future of Customer Service: 10 Trends to Watch
Tips & Templates
The Future of Customer Service: 10 Trends to Watch
Reducing Complexity with Guard Clauses in PHP and JavaScript
Engineering
Reducing Complexity with Guard Clauses in PHP and JavaScript
The Art and Science of Getting into the Flow
Support Careers
The Art and Science of Getting into the Flow
6 Questions to Ask Before You Email Your Customers
Revenue Growth
6 Questions to Ask Before You Email Your Customers
Becoming a Digital Nomad: the Good, the Bad, and the Ugly
Working Remotely
Becoming a Digital Nomad: the Good, the Bad, and the Ugly
The Database Is Not an Implementation Detail
Engineering
The Database Is Not an Implementation Detail
How to Master Difficult Customer Service Conversations
Tips & Templates
How to Master Difficult Customer Service Conversations
4 Easy and Effective Ways to Invest in Your Customers
Customer Engagement
4 Easy and Effective Ways to Invest in Your Customers
How to Write the Perfect Customer Service Resume
Support Careers
How to Write the Perfect Customer Service Resume
How to Break Up With Abusive Customers
Tips & Templates
How to Break Up With Abusive Customers
The Psychology Behind the Perfect Customer Interview
Revenue Growth
The Psychology Behind the Perfect Customer Interview
How to Write the Perfect Interview Thank-You Email
Support Careers
How to Write the Perfect Interview Thank-You Email
What My Mechanic Taught Me About Customer Service
Articles
What My Mechanic Taught Me About Customer Service
How to Work a 40-Hour Week
Leadership Tips
How to Work a 40-Hour Week
The Value of Doing Things That Scare You
Support Careers
The Value of Doing Things That Scare You
How to Build a Great Business
Leadership Tips
How to Build a Great Business
9 Customer Champions Who Received Great Customer Service
Tips & Templates
9 Customer Champions Who Received Great Customer Service
Taking the Right Tone With Customers
Tips & Templates
Taking the Right Tone With Customers
Building a Community Around Your Business
Revenue Growth
Building a Community Around Your Business
How 3 Nonprofits Approach Customer Service
Tips & Templates
How 3 Nonprofits Approach Customer Service
5 People You Need On Your Customer Support Team
Articles
5 People You Need On Your Customer Support Team
The Surprising Reality of Side Hustles: They're Good for Business
Leadership Tips
The Surprising Reality of Side Hustles: They're Good for Business
How to Use Storytelling to Connect with Your Customers
Revenue Growth
How to Use Storytelling to Connect with Your Customers
Great Content Is Still the Biggest Hurdle
Revenue Growth
Great Content Is Still the Biggest Hurdle
How to Build and Optimize Your Customer Support Funnel
Leading Service
How to Build and Optimize Your Customer Support Funnel
4 Ways Groups Can Stifle Creative Thinking
Growth & Culture
4 Ways Groups Can Stifle Creative Thinking
Aligning Sales and Support for Long-Term Growth
Customer Engagement
Aligning Sales and Support for Long-Term Growth
Setting Up a Help Desk: A Step-By-Step Guide and Checklist
Software & Systems
Setting Up a Help Desk: A Step-By-Step Guide and Checklist
The Evolution of the Help Scout Brand
Behind the Scenes
The Evolution of the Help Scout Brand
How to Make the Most of Your Customer Testimonials
Revenue Growth
How to Make the Most of Your Customer Testimonials
How We Use Video to Build Remote Culture
Hiring & Culture
How We Use Video to Build Remote Culture
4 Ways to Find Meaningful Opportunities in Customer Support
Support Careers
4 Ways to Find Meaningful Opportunities in Customer Support
Improving Employee Retention in Customer Support
Leading Service
Improving Employee Retention in Customer Support
Don't Let Your Professional Shortcomings Hold You Back at Work
Support Careers
Don't Let Your Professional Shortcomings Hold You Back at Work
Support Teams Should Have a Seat at the ‘Adult' Table
Leading Service
Support Teams Should Have a Seat at the ‘Adult' Table
Relationship Marketing: The Value of Marketing to Current Customers
Revenue Growth
Relationship Marketing: The Value of Marketing to Current Customers
A Brief Guide to Better 1:1’s—For Makers and Managers Alike
Leadership Tips
A Brief Guide to Better 1:1’s—For Makers and Managers Alike
The 25 Best Entrepreneur Books on Marketing, Sales, and Support
Leadership Tips
The 25 Best Entrepreneur Books on Marketing, Sales, and Support
9 Tips to Improve Your Customer Support Game
Tips & Templates
9 Tips to Improve Your Customer Support Game
Have the 4P's of Marketing Become Outdated?
Revenue Growth
Have the 4P's of Marketing Become Outdated?
Support, Sales, and Marketing Need to Work in Harmony
Customer Engagement
Support, Sales, and Marketing Need to Work in Harmony
6 Tips for Delivering Effective International Customer Service
Tips & Templates
6 Tips for Delivering Effective International Customer Service
The Best Advice We Ever Received
Support Careers
The Best Advice We Ever Received
These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face
Tips & Templates
These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face
How to Break Your Worst Work Habits
Support Careers
How to Break Your Worst Work Habits
Organizing Teams With Players and Coaches
Leadership Tips
Organizing Teams With Players and Coaches
16 Customer Service Tips to Never Forget
Tips & Templates
16 Customer Service Tips to Never Forget
Boost Customer Happiness with Exclamations and Emoticons
Tips & Templates
Boost Customer Happiness with Exclamations and Emoticons
The 27 Best Customer Service Books
Tips & Templates
The 27 Best Customer Service Books
Upselling in a Customer-First Company
Revenue Growth
Upselling in a Customer-First Company
10 Timeless Pricing Strategies to Increase Sales
Revenue Growth
10 Timeless Pricing Strategies to Increase Sales
How We Transitioned to 24-Hour Support
Scaling Service
How We Transitioned to 24-Hour Support
Org Structure Is All in the Execution
Leadership Tips
Org Structure Is All in the Execution
How Remote Teams Are Becoming the Future of Work
Remote Management
How Remote Teams Are Becoming the Future of Work
Track Requests to Keep Customers Coming Back
Tips & Templates
Track Requests to Keep Customers Coming Back
The Psychological Benefits of Writing
Leadership Tips
The Psychological Benefits of Writing
When Being Nice Isn’t Being Kind
Leadership Tips
When Being Nice Isn’t Being Kind
Solving Problems Outside Your Domain
Support Careers
Solving Problems Outside Your Domain
3 Approaches to Getting Unstuck
Support Careers
3 Approaches to Getting Unstuck
What Really Matters Can’t Be Measured
Leadership Tips
What Really Matters Can’t Be Measured
7 Ways to Engage Far-Flung Team Members
Remote Management
7 Ways to Engage Far-Flung Team Members
How We Replaced Our Weekly All-Hands Meeting with Video
Hiring & Culture
How We Replaced Our Weekly All-Hands Meeting with Video
5 Big Lessons Support Managers Wish They’d Learned Sooner
Leading Service
5 Big Lessons Support Managers Wish They’d Learned Sooner
How to Sabotage Any Meeting
Leadership Tips
How to Sabotage Any Meeting
7 Tips on How to Say No to Customers
Tips & Templates
7 Tips on How to Say No to Customers
3 Steps to Making Better Decisions
Support Careers
3 Steps to Making Better Decisions
Why a Visual Really is Worth 1,000 Words
Tips & Templates
Why a Visual Really is Worth 1,000 Words
The Importance of Finishing What You Start
Support Careers
The Importance of Finishing What You Start
Giving Great GIFs for Better Support
Tips & Templates
Giving Great GIFs for Better Support
Why All Hands Support Didn’t Work for Our Company
Scaling Service
Why All Hands Support Didn’t Work for Our Company
The Science of Setting and Achieving Goals
Support Careers
The Science of Setting and Achieving Goals
How Bias Can Sabotage the Workplace
Growth & Culture
How Bias Can Sabotage the Workplace
Why Water Cooler Talk Matters More Than You Think
Remote Management
Why Water Cooler Talk Matters More Than You Think
5 Perspectives on Diversity in the Workplace
Growth & Culture
5 Perspectives on Diversity in the Workplace
Mastering the Art of ‘Just Start’
Support Careers
Mastering the Art of ‘Just Start’
What Psychology Teaches Us About Structuring the Workday
Support Careers
What Psychology Teaches Us About Structuring the Workday
What We Learned Telling Customers’ Stories
Revenue Growth
What We Learned Telling Customers’ Stories
7 Ways to Nurture Creativity
Support Careers
7 Ways to Nurture Creativity
The Hidden Beauty of Constraints
Support Careers
The Hidden Beauty of Constraints
Routine Disruption: How to Change Your Habits for the Better
Support Careers
Routine Disruption: How to Change Your Habits for the Better
How Practicing Mindfulness Can Lead to Better Decision Making
Support Careers
How Practicing Mindfulness Can Lead to Better Decision Making
If You Aren’t Cringing, You Aren’t Improving
Support Careers
If You Aren’t Cringing, You Aren’t Improving
8 Powerful Ideas on Hiring for Talent and Culture-Fit
Growth & Culture
8 Powerful Ideas on Hiring for Talent and Culture-Fit
How Writing Regularly Can Improve Your Creativity and Clarity
Leadership Tips
How Writing Regularly Can Improve Your Creativity and Clarity
Lessons Learned from 6 Years of Working in My Pajamas
Working Remotely
Lessons Learned from 6 Years of Working in My Pajamas
Easy Reading Is Damn Hard Writing
Tips & Templates
Easy Reading Is Damn Hard Writing
How Music Affects Your Productivity
Support Careers
How Music Affects Your Productivity
Building a Newsletter Welcome Series from Scratch
Revenue Growth
Building a Newsletter Welcome Series from Scratch
The Benefits of Learning as a Team
Leading Service
The Benefits of Learning as a Team
Avoiding the Silo of Team Communication
Leading Service
Avoiding the Silo of Team Communication
Customer Story: Tuft and Needle
Customer Stories
Customer Story: Tuft and Needle
Customer Story: Senneca
Customer Stories
Customer Story: Senneca
25 Insights for Creating and Sustaining Workplace Happiness
Leading Service
25 Insights for Creating and Sustaining Workplace Happiness
Silence Is a Noxious Gas
Remote Management
Silence Is a Noxious Gas
Letting Your Customers Speak for You
Revenue Growth
Letting Your Customers Speak for You
How to Write with Substance
Leadership Tips
How to Write with Substance
Keeping Our Overachiever Culture
Leadership Tips
Keeping Our Overachiever Culture
The Customer Always Remembers
Tips & Templates
The Customer Always Remembers
Why Businesses Have a Hard Time Fixing What’s Broken
Leadership Tips
Why Businesses Have a Hard Time Fixing What’s Broken
How Ritz-Carlton’s Support Lexicon Created Unity through Clarity
Leading Service
How Ritz-Carlton’s Support Lexicon Created Unity through Clarity
Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds
Leadership Tips
Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds
How Better Customer Service Attracts and Retains Better Clients
Tips & Templates
How Better Customer Service Attracts and Retains Better Clients
Tone and Language Are Building Blocks to Customer Expectations
Tips & Templates
Tone and Language Are Building Blocks to Customer Expectations
The Business Case for Loving Customers
Scaling Service
The Business Case for Loving Customers
How the American Red Cross Redesigned the Experience of Donating Blood
Customer Engagement
How the American Red Cross Redesigned the Experience of Donating Blood
The Lost Art of Candor in the Workplace
Leadership Tips
The Lost Art of Candor in the Workplace
How Backcountry Creates an Exceptional Customer Experience
Customer Engagement
How Backcountry Creates an Exceptional Customer Experience
25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior
Revenue Growth
25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior
10 Must-See Videos from Stanford Business School
Leadership Tips
10 Must-See Videos from Stanford Business School
100+ Famous Business Quotes About Customer Service
Tips & Templates
100+ Famous Business Quotes About Customer Service
Don’t Let Tone Ruin Your Support Interactions
Tips & Templates
Don’t Let Tone Ruin Your Support Interactions
How Disney Creates Magical Experiences (and a 70% Return Rate)
Customer Engagement
How Disney Creates Magical Experiences (and a 70% Return Rate)
Why Chipotle’s Customer Experience is Trouncing the Competition
Customer Engagement
Why Chipotle’s Customer Experience is Trouncing the Competition
Customers Are Tired of Insincere Support
Tips & Templates
Customers Are Tired of Insincere Support
How to Make Hiring Less of a Headache
Growth & Culture
How to Make Hiring Less of a Headache
Features Tell, But Benefits Sell
Revenue Growth
Features Tell, But Benefits Sell
Giving Your Customers a Peek Behind the Curtain
Revenue Growth
Giving Your Customers a Peek Behind the Curtain
Using the Customer Service Tone
Tips & Templates
Using the Customer Service Tone
Six Ways Remote Teams Can Crush Their To-Do Lists
Working Remotely
Six Ways Remote Teams Can Crush Their To-Do Lists
How to Build a Brand that Wins Over Customers’ Hearts and Wallets
Revenue Growth
How to Build a Brand that Wins Over Customers’ Hearts and Wallets
The Right (and Wrong) Way to Handle a Company Crisis
Leading Service
The Right (and Wrong) Way to Handle a Company Crisis
Front-end Testing for the Lazy Developer with CasperJS
Engineering
Front-end Testing for the Lazy Developer with CasperJS
A Scientific Take on Viral Marketing
Revenue Growth
A Scientific Take on Viral Marketing
The Happy Warrior: Research Reveals What Makes a Successful Leader
Leadership Tips
The Happy Warrior: Research Reveals What Makes a Successful Leader
10 Academic Insights on Building and Managing an Exceptional Team
Leadership Tips
10 Academic Insights on Building and Managing an Exceptional Team
Creating a Unique Selling Proposition that Stands Out
Revenue Growth
Creating a Unique Selling Proposition that Stands Out
10 Proven Ways to Build a Website that Customers Will Love
Revenue Growth
10 Proven Ways to Build a Website that Customers Will Love
Customer Profiles: A Smarter Way to Reach Your Customers
Revenue Growth
Customer Profiles: A Smarter Way to Reach Your Customers
Why Steve Jobs Didn't Listen to His Customers
Customer Engagement
Why Steve Jobs Didn't Listen to His Customers
Stop Being a Customer Support Dictator
Leading Service
Stop Being a Customer Support Dictator
How to Take Charge of Your Churn Rate
Revenue Growth
How to Take Charge of Your Churn Rate
5 Memorable Holiday Customer Service Stories
Customer Service
5 Memorable Holiday Customer Service Stories
The 3 Words Your Customers Love Most
Growth & Culture
The 3 Words Your Customers Love Most
5 Things Your Customers Can Do Better than You
Revenue Growth
5 Things Your Customers Can Do Better than You
How Restaurant Servers Increased Tips by 23 Percent (Without Changing Service)
Growth & Culture
How Restaurant Servers Increased Tips by 23 Percent (Without Changing Service)
How To Tell a Customer No
Customer Service
How To Tell a Customer No

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