It's Groundhog Day in the Queue, Again
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It's Groundhog Day in the Queue, Again
AI and the Race for the Light
Articles
AI and the Race for the Light
Smile, You’re in an AI Photo
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Smile, You’re in an AI Photo
Between Two Borgs
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Between Two Borgs
Catch Me if You Can
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Catch Me if You Can
First Impressions Last
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First Impressions Last
The Name of the Rose
Articles
The Name of the Rose
When Support Teams are Blamed for Product Problems
Articles
When Support Teams are Blamed for Product Problems
A Very Help Scout Thanksgiving
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A Very Help Scout Thanksgiving
Navigating Product Changes in SaaS Support
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Navigating Product Changes in SaaS Support
First Impressions Are Fast Impressions
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First Impressions Are Fast Impressions
Going off Script
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Going off Script
Artificial Integrity:  Trust, AI, and Customer Service
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Artificial Integrity: Trust, AI, and Customer Service
Using ChatGPT for Customer Service
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Using ChatGPT for Customer Service
How Distributed Customer Service Teams Improve Each Other’s Skills
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How Distributed Customer Service Teams Improve Each Other’s Skills
7 Predictions for Customer Service and Support in 2023
Articles
7 Predictions for Customer Service and Support in 2023
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
A Love Letter to Social Media Customer Service Pros
Articles
A Love Letter to Social Media Customer Service Pros
Changing a Company Culture
Articles
Changing a Company Culture
If Customer Service Were Really Superheroes
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If Customer Service Were Really Superheroes
Guiding clients to email support instead of their account managers
Articles
Guiding clients to email support instead of their account managers
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?
03:48
Museum of Customer Support: Ancient Fast Food
Articles
Museum of Customer Support: Ancient Fast Food
Help Scout’s Conversation Corner on Experience This!
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Help Scout’s Conversation Corner on Experience This!
Teaching Analytical Reading
Articles
Teaching Analytical Reading
How to Change Your Team’s Behavior
Articles
How to Change Your Team’s Behavior
03:51
Museum of Customer Support: The First Shopping Cart
Articles
Museum of Customer Support: The First Shopping Cart
Measuring Customer Service Success More Broadly
Articles
Measuring Customer Service Success More Broadly
Encouraging Support Teams To Write Help Docs
Articles
Encouraging Support Teams To Write Help Docs
12 Predictions for Customer Service Trends in 2022
Articles
12 Predictions for Customer Service Trends in 2022
Fast Food vs. Fine Dining in Customer Service
Articles
Fast Food vs. Fine Dining in Customer Service
Dealing With Abusive Customers
Articles
Dealing With Abusive Customers
06:27
Museum of Customer Support: The World's Oldest Complaint Letter
Articles
Museum of Customer Support: The World's Oldest Complaint Letter
Writing Your Own Customer Service Recipe Book
Articles
Writing Your Own Customer Service Recipe Book
Terrifying Tales of Spooky Support
Articles
Terrifying Tales of Spooky Support
Annual Planning as a New Customer Support Leader
Articles
Annual Planning as a New Customer Support Leader
Visit Sea Sat, the Customer Service Restaurant
Articles
Visit Sea Sat, the Customer Service Restaurant
Why Customers Ask Vague Questions (and What To Do About It)
Articles
Why Customers Ask Vague Questions (and What To Do About It)
The Book That Changed My Customer Service Career
Articles
The Book That Changed My Customer Service Career
The Supportive: A Series for Service Professionals
Articles
The Supportive: A Series for Service Professionals
What Should I Include in My Cover Letter?
Articles
What Should I Include in My Cover Letter?
Telling My Boss About My True Career Goals
Articles
Telling My Boss About My True Career Goals
Being Pushed to Offer Service Level Agreements Too Soon
Articles
Being Pushed to Offer Service Level Agreements Too Soon
Balancing Soft-Skills With Technical Ability
Articles
Balancing Soft-Skills With Technical Ability
Breaking Into SaaS Support
Articles
Breaking Into SaaS Support
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
Avoiding Cherry-Picking in the Support Queue
Articles
Avoiding Cherry-Picking in the Support Queue
COVID-19's Impact on Customer Service Volumes
Articles
COVID-19's Impact on Customer Service Volumes
AI, Curiosity, and the Future of Human Customer Service
Articles
AI, Curiosity, and the Future of Human Customer Service
What My Mechanic Taught Me About Customer Service
Articles
What My Mechanic Taught Me About Customer Service
5 People You Need On Your Customer Support Team
Articles
5 People You Need On Your Customer Support Team

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