Conversation Corner: Making Support a Whole Company Sport

The customer service queue is a treasure trove of new ideas, suggestions for product or process improvements, insight into customer pain points, opportunities to create brand affinity, and moments of real human connection. In order for a business to be successful in the long-term and stay customer-centric, these customer conversations and nuggets of wisdom should matter to every member of an organization — not just the support team fielding the bulk of questions and requests.

At Help Scout, we participate in Whole Company Support (WCS), meaning everyone from the CEO to the newest member of the finance team spends some time in the queue answering customer emails. Some teams participate monthly, while others hop in the queue quarterly. Over the years, we’ve seen the benefits of WCS show up in so many ways, and we’ve learned how to make the process seamless and approachable for everyone involved. Read more about our experience here.

In an open conversation with members of the Help Scout team and a few special guests from other customer-centric companies, we'll aim to answer these questions:

• What can different teams across an organization learn from listening to and talking with customers?

• How can your company make it easier to get more people into the support queue to talk directly with customers?

If you're able to join us live, bring your questions! We’ll spend some time fielding questions, stories, and insights from the audience. If you can't join live, register anyway to get a recording sent to you directly.

What is “Conversation Corner?”

Help Scout support pros host “Conversation Corner” at in-person conferences and events, during which support professionals from all over the country and the globe sit down together to talk through ways to deliver the best customer experiences and enjoy the work, even as our industry faces big changes.

We can’t always get together in person, so we're taking the spirit of Conversation Corner online. You can watch our first virtual Conversation Corner here.