Conversation Corner: Making Support a Whole Company Sport
Watch the Help Scout team and special guests from other customer-centric companies talk through what different teams can learn from talking to customers — and how to make it easier to get more people into the support queue.
Hosted by:
Mathew Patterson
Customer Service Educator
Hosted by:
Mathew Patterson
Customer Service Educator
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 this conversation hosted by Mat Patterson — featuring Help Scout support pros Alison Groves and Kristi Thompson, CEO Nick Francis, VP of Marketing Kristen Smith, and guest appearances from friends at other customer-centric companies — we break down what different teams can learn from talking with customers, and how to make it easier to get more folks into the support queue.
