Customer Service
Customer ServiceConversational AI for Customer Service: How to Get it Right
In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.
Customer Service7 Customer Service Resume Examples + Best Practices
Struggling to write a customer service resume? In this article, we share seven different customer service resume examples that cover a variety of roles.
Customer ServiceHow to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
Watch the recording to learn how to leverage AI tools to enhance your customer support teams and better serve your customers.
Customer ServiceCommon Customer Complaints: 8 Examples and Solutions
In this article, we’ll explore the three types of customer complaints, look at examples of common requests, and offer suggestions on how to resolve them, including some example responses you can use for your own support needs.
Customer ServiceBenefits of AI in Customer Service: 4 Ways AI Can Help
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
Customer Service13 Inspiring FAQ Page Examples
In this article, we'll share practical examples of FAQ pages we love and discuss their features. We'll also explore best practices that can enable you to craft an intuitive, user-friendly FAQ page of your own.
Customer ServiceInside Support: Q&A with Support Leader Brittany Ferguson
Learn from folks who are helping customers, building teams, and growing careers in ecommerce customer service.
Customer ServiceAI Knowledge Base: An Essential Guide
In this AI knowledge base guide, we’ll explore what an AI knowledge base is along with its key components and benefits, helping you determine if an AI-driven knowledge base is right for you.
Customer ServiceNavigating Product Changes in SaaS Support
The constant changes in SaaS software can create extra work for support teams, and can require an almost sales-like approach. Here's how to succeed through periods of change.
Customer ServiceHow to Create a Jira Ticketing System
Looking to create a ticketing system using Jira? Read on to learn about three different ways your team can use Jira to create, organize, and manage tickets.
Customer ServiceGorgias Pricing Explained: Features, Plans, and Alternatives
Need to know how Gorgias pricing really works? Read our breakdown of Gorgias pricing, features, and the best help desk alternatives for Shopify users.
Customer ServiceThe 7 Best CRM Platforms Compared (2023)
There are quite a few CRMs available on the market today and some excel more in certain areas than others. We've put together a list to cover a variety of use cases, company stages, and team sizes.
Customer ServiceFirst Impressions Are Fast Impressions
Here's why creating more positive first impressions will improve the experience for your customers and the quality of work life for your service staff.
Customer ServiceThe 7 Best Issue Tracking Software for Customer Support Teams
If you’re looking to learn more about the best issue tracking tools available today, this article will highlight the many different types of issue trackers and some of the best tools for each use case.
Customer ServiceThe 10 Best Shopify Customer Service Apps (Compared)
Do you need a Shopify customer service app to help you manage customer support requests? Find out which Shopify apps are the best in this guide.
Customer ServiceHow To Be Heard By Your Product Team
Your customers know what they want from your product, and you know what your customers want from your product, but you can't get the product team to make those changes. Here's what to do.
Customer ServiceBuilding Stronger Customer Relationships
Maintaining relationships of all kinds takes hard work. If we want to hold onto our customers for the long term, then we need to understand and strengthen our relationships with them. Here are some practical ways to make that happen.
Customer ServiceKnowledge Management System Essentials + Tools To Consider
From large-scale corporations to burgeoning startups, businesses are adopting knowledge management systems to streamline operations and leverage the information they hold. In this article, we’ll explore a few of the best tools available in the market.
Customer ServiceAI Customer Support Software: 11 Best Tools for 2023
If you want to improve your customer support operations or are considering implementing AI-based solutions, this list of 11 promising AI tools for customer service will enable you to make an informed decision.
Customer ServiceThe 10 Best Customer Experience Software Options on the Market (2023)
Many aspects of business success depend on customer experience — customer retention, loyalty, and overall growth. In this post, we’ll look at 10 of the best customer experience tools on the market today.
Customer ServiceGoing off Script
In call centers and big businesses all around the world, customer service staff are given strict scripts to follow. There is some validity to this approach, but there is a better way to achieve the same goals.
Customer ServiceThe 15 Best WordPress Help Desk Plugins for Customer Support
With so many options, it can be hard to find the right plugin to build the WordPress help desk your customers deserve. To help, we've created a list of the 15 best plugins for providing personalized and timely customer support on any WordPress site.
Customer Service17 Great Customer Service Examples to Inspire You
Customer service is one of the touchpoints that can make or break your business. In this article, we’ve compiled examples of brands whose customer service transcended the ordinary and we’ll look at what you can learn from them to elevate your own level of support.
Customer ServiceCustomer Service Management: How to Develop an Effective Strategy
Customer service management starts with how your support team interacts with customers, but it’s also a lot more than that. Here are five ways to help develop an effective customer service management strategy for your business.
Customer ServiceThe 18 Best Contact Us Page Examples + Best Practices
A well-designed contact page helps visitors get in touch with you and reflects your brand's commitment to customer service. Here we explore the best contact us page examples along with best practices for creating an engaging and effective contact page for your website.
Customer ServiceThe 8 Best Knowledge Management Tools Compared (2023)
Looking for the best knowledge management tool to gather and distribute information for yourself or your team? Here are the top information management systems.
Customer ServiceBuilding a Customer-Oriented Ecommerce Business Through Better Human Interaction
Focus on interactions, rather than transactions, to create an online shopping experience that keeps customers at the center.
Customer ServiceHelp Scout + AI = Better Customer Support
Watch the webinar to learn how and why Help Scout’s new AI features will help you deliver better service to your customers.
Customer ServiceWill AI-Powered Customer Service Replace Your Job?
AI has many customer service applications, but that doesn’t mean it will replace human service. Here's a look at what that means.
Customer ServiceBuilding a Customer-Centric Ecommerce Business: The Complete Guide
All the resources you need to build an ecommerce business that attracts and retains loyal customers through best-in-class service.
Customer ServiceThe 8 Best Customer Service Mobile Apps (Features + Pricing)
Looking for the best customer service mobile apps so your team can answer customer questions on any device? Here are the top mobile apps for customer service.
Customer ServiceAttract, Delight, Repeat: How To Turn Ecommerce Buyers Into Repeat Customers
Watch the webinar recording to learn how exceptional customer service can drive repeat ecommerce customers.
Customer ServiceComparing SaaS and Ecommerce Support
Whether you are building out a new support team or trying to enhance your existing service delivery, this article will help you level up your team by understanding the differences between ecommerce and saas support.
Customer ServiceThe 5 Best HIPAA-Compliant Live Chat Messaging Apps
Do you want to provide live chat support on your website for current or prospective patients? Stay HIPAA-compliant with these live chat apps.
Customer ServicePaid SaaS Support: How To Offer It and Why It Matters
Transitioning to a paid, profit-making support model can be tricky, but with a little thought and some simple calculations, you can directly prove your value to the business and enjoy increased influence and impact. Here’s how to do it.
Customer ServiceFacebook Messenger for Customer Service: The Basics
Thinking about using Facebook Messenger for customer service? Learn the basics and check out 10 tools to help you get the most out of the channel.
Customer ServiceUnlocking the Power of Customer Feedback with Microsurveys
Join us on April 12th to learn how to capture feedback from your customers using Help Scout's variety of microsurveys, including NPS, multiple choice, text forms, and more.
Customer ServiceHow To Optimize Your Support Strategy for Messaging Channels
It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.
Customer Service8 Customer Success Software Tools to Encourage Growth
Need a better way to monitor customer health? Here are 8 customer success software platforms to help you reduce churn and encourage growth.
Customer ServiceChoosing the Best Customer Communications Management Software
Managing customer interactions across an organization isn’t easy, but customer communications management software can help! Here are seven great tools to try.
Customer ServiceCustomer Engagement Software: 12 Tools to Try in 2023
Building great customer relationships can be tough! Here are 12 customer engagement software tools to help you better connect with customers.
Customer ServiceBeyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
Join us for a webinar on March 9 at 2pm ET where Litmus, Close, and Help Scout chat about how customer support teams can drive new business, improve customer retention, and deepen brand engagement.
Customer ServiceArtificial Integrity: Trust, AI, and Customer Service
Every interaction with a customer is equally an opportunity to grow trust or a chance to destroy it. So we should be very thoughtful about the introduction of artificial intelligence into customer service scenarios beyond the most limited forms.
Customer ServiceMake Customer Support a Team Sport with Light Users
Help Scout's light users make it easy to collaborate on customer conversations and extend knowledge by bringing in other teams that have the answers, without having to use additional tools.
Customer ServiceTap Into Revenue in the Queue With Light Users
Don’t miss out on revenue opportunities hiding in your support queue. Add sales, marketing, and account management into Help Scout as light users and tap into new revenue potential.
Customer ServiceThe 11 Best SaaS Knowledge Base Platforms for 2023
A SaaS knowledge base is an easy way to get your documentation online fast. Learn the basics and discover 11 platforms that make the process a snap.
Customer ServiceThe 9 Best Help Scout Alternatives (Including Features and Price)
Looking for a Help Scout alternative? Here are some Help Scout competitors, including features and price, so you can pick the customer service software that’s best for you.
Customer ServiceHow to Get More Shoppers to Purchase with Messages
Watch the on-demand webinar to learn how Help Scout's Messages will help you drive sales in 2023.
Customer ServiceLeveling Up Your Support Toolkit: Using Messages in Help Scout
Join customer support expert Alison Groves to learn how Help Scout's Messages will help you retain customers in 2023.
Customer ServiceCustomer Support Tactic: Isolate the Backlog
When your support queues are long and the task at hand seems endless, it can be dispiriting for the team and unhelpful for your customers. Taking active steps to isolate and manage the backlog can get you back on track.
Customer ServiceGoogle Groups Alternatives: 11 Great Options for Businesses
Google Groups can be useful for hobbyists, but it isn’t the best choice for businesses. Here are 11 Google Groups alternatives designed to help your business thrive.
Customer ServiceUsing ChatGPT for Customer Service
How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?
Customer ServiceCustomer Support Job Description: Examples and Best Practices
Learn how to write a customer support job description that attracts your ideal applicants, and review some excellent real-world examples.
Customer Service12 LiveChat Alternatives for Support Teams and Beyond
Not sure if LiveChat is the right chat platform for your team? Discover 12 LiveChat alternatives that might be a better fit.
Customer ServiceHow Distributed Customer Service Teams Improve Each Other’s Skills
More is caught than taught, they say. But when your colleagues are in different cities, or on different continents, it's harder to transmit knowledge. Here are some practical ways to bridge the gap.
Customer ServiceHelp Scout vs. Intercom: A Deep-Dive Comparison
Help Scout vs. Intercom: Trying to decide which one is right for your team? Click through to learn more about how the two platforms stack up.
Customer Service7 Predictions for Customer Service and Support in 2023
Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.
Customer ServiceHow To Tell if a Company Is Really Customer-Centric
Practical ways to tell the difference between a company that says it cares about customers and a company that’s truly built to be customer-centered.
Customer ServiceSupport Tactic: Fresh Eyes, Fresh Voice
When a conversation with a customer is not progressing toward a solution, it can be frustrating for everyone involved. Use this tactic to restore customer confidence and get things moving again.
Customer Service12 Response Templates for Tricky Customer Service Emails
Use these customer service response templates and examples to craft perfect replies to the trickiest emails your team receives.
Customer Service7 GrooveHQ Alternatives to Help your Team Scale
Groove is a solid tool, but can it meet your needs as your company grows? If your business is starting to scale, here are seven GrooveHQ alternatives to consider.
Customer ServiceThe 10 Best Web-Based Help Desks for Growing Businesses
Are your customer-facing teams outgrowing Gmail and Outlook? Learn how a web help desk can help you better communicate with your customers.
Customer ServiceSetup Guide: How to Create a Shared Inbox in Gmail
Need a shared inbox in Gmail for your team? Learn how to set one up, and discover the pros and cons of each of Google’s shared mailbox solutions.
Customer Service8 Gorgias Alternatives for Better Customer Support
Think you need Gorgias to support your eCommerce company? Here are 8 solid Gorgias alternatives for your customer service team.
Customer Service12 Tips and Tools to Better Manage Your Work Email
In this article, we offer a number of practical management tactics and tools you can use to better manage email and get control of your inbox.
Customer ServiceRemoving customer service accents via AI: The wrong solution to a real problem
Sanas claim that their real-time “accent matching” improves understanding by 31% and customer satisfaction by 21%. What does it mean for customer service teams, and how should we think about it?
Customer ServiceHow a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration
Learn the different ways a shared inbox can improve team performance through better efficiency, transparency, and collaboration.
Customer ServiceThe 12 Best Help Desk Software for 2023 - Buyer's Guide
Managing customer requests is a hassle without the right tool. These 12 help desk software options will help you get things under control.
Customer ServiceThe 9 Best Missive Alternatives for Team Collaboration
Shared inboxes are great for team collaboration, but not all tools are the same. If Missive isn’t right for your team, try one of these Missive alternatives.
Customer ServiceBest Practices and Tips for Implementing a Help Desk
Are you ready to start using a help desk? Follow this guide full of best practices and tips to ensure that your implementation and evaluation go off without a hitch.
Customer ServiceThe Ultimate Guide to Email Management for Education
Is email overwhelming your staff? Learn how the right strategies and tools can improve email management for education professionals.
Customer ServiceThe Complete Guide to Email Management in Higher Education: Ebook
Learn how to create high-quality experiences for students, faculty, and staff by taking control of your university inboxes.
Customer ServiceChoosing an Email Ticketing System: Our Top 11 Picks
Need to get your company email in check? Learn how an email ticketing system can help, and view our picks for teams looking to make the switch.
Customer ServiceA Love Letter to Social Media Customer Service Pros
Social media customer service is a skill of its own. Here's our love letter to the people doing the hard work, in public, every day.
Customer ServiceHelp Desk vs. Service Desk: Which Is Best for You?
When evaluating a help desk vs. a service desk, there are many important considerations to keep in mind. Understand exactly what you’re looking for and how it fits to determine whether a help desk or service desk is best for you.
Customer ServiceLive Chat Software for Education: The 11 Best Options
On the hunt for new live chat software for your education program or school? Here are 11 options to consider as you begin your search.
Customer Service6 Great Templates for Customer Onboarding Emails
Customer success managers are already busy. Save time (and improve your customers' experience!) with these onboarding email templates.
Customer ServiceHow to Create and Organize a Knowledge Base
Your knowledge base is one of the hardest working members of your team. Putting effort and energy into great knowledge base articles and organization helps it work even more efficiently.
Customer ServiceHow To Create an Excellent Customer Engagement Strategy
Learn what a customer engagement strategy is, why it’s important, how to measure it, and how to improve it.
Customer ServiceBuilding a Customer-Focused Company
This guide will show you how to build a business known for its commitment to its customers.
Customer ServiceThe 9 Best Kustomer Alternatives for Help Desk Tickets
Time for a new help desk? Here are 9 Kustomer alternatives to help you find the right customer service software for your company.
Customer ServiceA Guide to Customer Success Manager Career Paths
Building a customer success manager career path can feel intimidating if you’re just getting started. Read our guide on how to move into a CSM role or boost your existing career in customer success.
Customer ServiceChanging a Company Culture
What can you do if your company's leadership are not interested in doing the work to become customer-centric and to truly value customer service? In our latest advice column, we offer some suggestions.
Customer ServiceHow to Create Great Customer Feedback Email Templates
Every customer-facing team should be asking for constructive insights from their customers. These customer feedback email templates take the guesswork out of how to ask.
Customer Service8 Free Customer Satisfaction Survey Templates
Uncover eight free customer satisfaction survey templates and how to glean insights after your customers respond.
Customer ServiceIf Customer Service Were Really Superheroes
We don't need customer service heroes. We need customer-centric companies producing predictable service outcomes. But what if they really were heroes?
Customer ServiceEmail vs. Live Chat Support
One of the most impactful things to consider in your support strategy is which channels to use. Both email and live chat support have pros and cons to consider as you expand on your customer support offerings.
Customer ServiceHow to Write the Best Customer Support Manager Job Description
Writing the best customer support manager job description is important when staffing for this key role within your company. Here are ten examples of great descriptions and templates you can use to write your next one.
Customer ServiceWork For Customers, Not Personas
Here’s how (and why) to give every person in your business a deeper understanding of who your customers are, how they think, and what they need.
Customer ServiceThe Problem With Gmail and Outlook for Shared Email
If you're struggling to manage email with Google Collaborative Inbox or Outlook Shared Mailbox, learn if upgrading to a shared inbox might be right for you.
Customer Service4 Customer Success Plan Templates and How to Use Them
These free customer success plan templates will help guide your team toward providing the best possible experience for your customers.
Customer ServiceCustomer Service Hiring: Project Ideas
Customer service job interview projects are useful, but they are by no means a silver bullet. Learn the dos and don’ts to find the best candidate for your role.
Customer ServiceSupport Team Swarming Vs. Tiering
Tiered support has been the established method of addressing customer questions. However, support swarming has additional benefits that can help with specific aspects of team management. In this blog post, we break down the benefits and drawbacks of support swarming vs. tiering.
Customer ServiceProduct Support Analyst Job Description: Template and Examples
Here are five examples of great product support analyst job descriptions and suggestions you can use to write your next one.
Customer Service9 Helpshift Alternatives for Your Customer Communication Needs
There’s no doubt Helpshift is a useful tool, but it is limited. If you’re looking for something more robust, check out our list of nine Helpshift alternatives.
Customer ServiceThe Top 9 Help Desk Software for Small Businesses in 2023
When it comes to help desk software for small businesses, finding a good fit is key. Here are nine platforms to consider as you begin your search.
Customer ServiceThe 7 Best Zoho Desk Alternatives on the Market Today
Whether you’re a current Zoho Desk user or simply searching for other options to check out, we have a list of seven Zoho Desk alternatives for you to consider.
Customer Service9 Best Live Chat Widgets for Your Business
Live chat widgets are useful tools that can help small businesses deliver an outstanding customer experience. Learn why it’s worth the investment and consider these nine tools.
Customer ServiceHow To Write an Auto-Reply Email: 6 Examples
Auto-reply emails can acknowledge your customer and provide great follow-up information without adding additional burden to staff. Take a look at these six examples of how to write an amazing message of your own.
Customer ServiceThe 8 Best LiveAgent Alternatives For Customer Support Software
LiveAgent meets many different needs, but it may not be perfectly suited to everyone. If you’re looking for an alternative, we have 8 options to check out.
Customer ServiceGuiding clients to email support instead of their account managers
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer Service7 Best Practices To Boost Your Team Collaboration
Learn common blockers, benefits, and the best ways to improve your team collaboration across the board.
Customer ServiceIs Google's LaMDA sentient, and if so would it like a job?
A Google engineer has been put on leave for breaching confidentiality policies. He claims to have worked with a sentient AI though professionals in the field are dubious. Whether or not this bot has truly experienced feelings it does raise some interesting questions.
Customer ServiceThe 9 Best Email Support Software Solutions for Your Team
Email is everywhere, especially if you work in customer support. Here’s how to optimize it with email support software.
Customer ServiceOmnichannel Customer Service 101: Definition, Benefits, & Tips
Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right.
Customer ServiceTurning support requests into customer insights
Your customers tell you what they really want, but mostly inside customer service requests. Here’s how to uncover inbox insights.
Customer ServiceMuseum of Customer Support: Ancient Fast Food
This ancient Roman fast food outlet can teach us how to think clearly about our online customer service today.
Customer ServiceThe 9 Best HappyFox Alternatives on the Market in 2023
If you’re a HappyFox customer who's looking for a new tool, this list of the nine best HappyFox alternatives will help you make a decision.
Customer ServiceThe 9 Best Help Desk Software for Schools and Universities
Adopting the right help desk software can help administrators at universities, colleges, and school districts reduce email volume by 30%.
Customer ServiceThe 11 Best Kayako Alternatives for Customer Support in 2023
Looking for the best customer support tool for your team? We’ve compared 11 different Kayako alternatives to help you find the best option.
Customer ServiceThe 9 Best Email Collaboration Software Platforms
Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for your business.
Customer ServiceHelp Scout’s Conversation Corner on Experience This!
Links, images, and further reading related to the Conversation Corner segment on the Experience This podcast in 2022.
Customer ServiceHow to Know When It's Time to Hire For Your Support Team
It can be tricky to know exactly when to hire for your customer support team. Here are some strategies for picking the perfect moment.
Customer Service7 Outlook Shared Mailbox Alternatives for Email Collaboration
Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.
Customer ServiceWriting Excellent Customer Service Emails: Tips & Templates
Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.
Customer ServiceTeaching Analytical Reading
Advice on getting your customer service staff interested in writing more help documents and creating space for them to do so.
Customer ServiceThe 19 Best Customer Service Tools for Every Support Team
Trying to figure out what tools to include in your support tech stack? Here are 19 customer service tools your team (and customers) will love.
Customer ServiceHow to Change Your Team’s Behavior
You've identified a change that would improve your support quality, but you’re having trouble persuading your team to change their behavior.
Customer ServiceThe 7 Best Crisp Alternatives for Customer Support in 2023
If you’re looking for a dedicated support tool, Crisp may not be your best option. Check out our list of seven Crisp alternatives.
Customer Service13 Best Practices for Improving Online Customer Service
Online customer service is one of the most important functions at any company. Here’s how to get started and continue improving.
Customer ServiceThe 9 Best Gmelius Alternatives for Email Collaboration
Looking for the best email collaboration tool for your team? We compared 9 different Gmelius alternatives to help you find the best option.
Customer ServiceHow to Deal with Difficult Customers
Every support person needs to know how to deal with difficult customers. Read about the types of difficult customers and how to help them.
Customer ServiceThe 13 Best Intercom Alternatives for Customer Support in 2023
If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives.
Customer ServiceHelp Desk Software: What To Look For and Must-Have Features
Discover the top help desk features, learn how to evaluate them, and determine which are most valuable and necessary for your team.
Customer ServiceMuseum of Customer Support: The First Shopping Cart
What can the first shopping cart teach us about implementing online self-service options today?
Customer ServiceThe 11 Best Help Desk Ticketing Systems for 2023
Keeping customers happy requires a well-functioning support strategy. The best way to get started is with a help desk ticketing system.
Customer Service11 Key Customer Service Metrics + 4 Real Example Reports
Discover 11 meaningful customer service metrics, learn how to choose the right measurements, and view four example customer service reports.
Customer ServiceMeasuring Customer Service Success More Broadly
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer Service9 Guiding Principles for Doing Startup Customer Service Well
Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.
Customer ServiceEncouraging Support Teams To Write Help Docs
Advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so.
Customer ServiceTop 11 Freshdesk Alternatives for 2023 (Ranked & Rated)
Tired of Freshdesk or looking for your first help desk? This list of Freshdesk alternatives will help you find a tool that's right for you.
Customer Service11 Best HubSpot Alternatives for Support, CRM, and Marketing
These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money.
Customer Service12 Predictions for Customer Service Trends in 2022
A new year means new opportunities to create customer experiences. Here are our predictions for customer service trends in 2022.
Customer ServiceDistribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?
There are tons of options you can use when sending emails as a business, but each of them has different value depending on your needs.
Customer ServiceFast Food vs. Fine Dining in Customer Service
What can customer service pros learn from Geraldine DeRuiter’s 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?
Customer ServiceHow To Make the Most of Your Customer Support Data
Customer support data is the universal language that allows you to communicate the influence your team has to the rest of the company.
Customer ServiceCustomer Self-Service: Benefits, Tips, and 5 Great Tools
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
Customer ServiceDealing With Abusive Customers
Why let your human team be yelled at when you could hire a robot? Is AI the answer to customer service abuse, or is there another way?
Customer ServiceThe 9 Best Team Email Management Software for 2023
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
Customer ServiceHow Support Teams Can Improve Customer Retention
Discover strategies support teams can use to combine high-quality, empathetic customer service with a deliberate focus on business growth.
Customer ServiceThe 8 Best Customer Service Channels (& How to Pick Them)
Customer service channels can make or break the customer experience. Here are the 8 top channels to consider, plus tips on which to offer.
Customer ServiceMuseum of Customer Support: The World's Oldest Complaint Letter
In 1750 B.C., a disgruntled customer complained about a bad batch of ingots. Hear his complaint and theoretical apology.
Customer ServiceThe 13 Best Zendesk Alternatives for 2023
Zendesk is the biggest, but that doesn’t mean it’s the best. Check out our list of 13 Zendesk alternatives to consider for your support team.
Customer ServiceThe Pros and Cons of Free Help Desks + 5 Options to Consider
We weigh the pros and cons of free vs. paid, plus list 5 tools to consider if a free help desk is right for your company's support team.
Customer ServiceWriting Your Own Customer Service Recipe Book
Understanding when to deviate from the recipe is how you develop your own style and grow your career as a customer service pro.
Customer ServiceThe 8 Best Hiver Alternatives for Team Collaboration in 2023
Hiver is a step above a shared mailbox, but it still lacks the collaboration tools many teams need. Consider these 8 Hiver alternatives.
Customer ServiceDelivering Excellent B2C Customer Service: 7 Best Practices
B2C customer service differs greatly from its B2B counterpart and many strategies need to shift to do it well. Follow these 7 tips to excel.
Customer Service19 Actionable Help Desk Metrics for Customer Support Teams
Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today.
Customer ServiceShared Email Account: Types, Tips, and the 9 Best Tools
Learn about the various types of shared email accounts, and discover nine tools to consider to improve your team's ability to collaborate.
Customer Service14 Actionable Live Chat Metrics to Start Tracking Today
Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today.
Customer ServiceBuyer's Guide to Choosing the Right Customer Support Tool
Use this guide to identify your specific support software needs, understand the types of solutions to look for and get leadership buy-in.
Customer ServiceTerrifying Tales of Spooky Support
The customer with sharp teeth, the disturbing silence of an empty inbox. Support stories to scare any customer service pro this Halloween.
Customer ServiceWhat is SaaS Customer Support? Examples and Best Practices
SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.
Customer ServiceAnnouncing Help Scout's 2021 Customer Service Awards
Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce.
Customer ServiceAnnual Planning as a New Customer Support Leader
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer Service15 Customer Communication Tools to Engage Your Audience
Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.
Customer ServiceVisit Sea Sat, the Customer Service Restaurant
Some questions are more difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?
Customer Service9 Actionable Knowledge Base Metrics to Start Tracking Today
Here are 9 actionable knowledge base metrics to start tracking today to better understand how your knowledge base is performing.
Customer ServiceWhy Customers Ask Vague Questions (and What To Do About It)
When customers don’t give you the details you need they aren’t being lazy. Here’s how to address the root cause of vague questions.
Customer Service10 Ways to Improve Your Customer Service Security
Customer service teams are a common point of attack in security breaches. Here's how to reduce risk and build a security-conscious team.
Customer ServiceThe 11 Best Email Management Software + Features to Look For
Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.
Customer ServiceHow to Scale Customer Support Without Compromising Service
It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.
Customer Service5 Steps Support Teams Can Take To Get Product Bugs Fixed
Getting a bug fixed in your product is easier said than done. However, there are a few tactics you can use to improve your chances.
Customer ServiceThe Book That Changed My Customer Service Career
Why the 2010 customer service book Exceptional Service, Exceptional Profits by Micah Solomon and Leonardo Inghilerri made an impact on my career.
Customer ServiceCustomer Onboarding Specialist Job Description: Templates and Examples
Learn how to write a customer onboarding specialist job description, and get inspired by several real-world examples.
Customer ServiceThe Supportive: A Series for Service Professionals
Here’s the type of content you can expect from the series The Supportive, Mathew Patterson's column for customer service professionals.
Customer ServiceCustomer Success Specialist Job Description: Template and Examples
Draw in qualified applicants with these tips for writing and real-world examples of customer success specialist job descriptions.
Customer ServiceSmall Business Customer Service Outsourcing: 4 Pitfalls to Avoid
Discover four pitfalls common to small businesses that are new to customer service outsourcing, and learn how to avoid them at your company.
Customer ServiceThe Ultimate Guide to Small Business Customer Service
Learn everything you need to know about small business customer service with these tips and strategies from small business leaders.
Customer ServiceWhat Should I Include in My Cover Letter?
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceHow to Measure Customer Service Quality: Methods & Tools
Here's how to build an effective customer service quality assurance process.
Customer ServiceHow to Write a Tier 2 Support Job Description + 5 Examples
Here are several examples of tier 2 support job descriptions to use as guidance, along with information on how to write your own.
Customer ServiceCustomer Support Rep Job Description: Template and Examples
When hiring, it's important to nail your customer support representative job description so you get the best possible applicants.
Customer ServiceThe 12 Best Knowledge Base Software (2023)
We've looked at the 12 best knowledge base platforms on the market in 2023. Take a look and see what they can do for you and your business.
Customer ServiceTips & Templates for Writing Great Knowledge Base Articles
Here are some tips, tricks, and templates for how to write excellent knowledge base articles that help customers help themselves.
Customer Service18 Customer Service Tips for Financial Services Companies
Financial services customer service can be complicated. Here are the challenges you might face, along with some tips to overcome them.
Customer ServiceManaging Social Media Customer Service: Strategies and Tips
Develop a process for managing social media customer service that best fits your business goals, budget, resources, and customer experience.
Customer Service9 Customer Service Blogs Every Support Pro Should Follow
Here are 9 customer service blogs we love, with breakdowns of what content you can expect to find and details on why they're so amazing.
Customer ServiceHow to Recognize, Reduce, and Repair Customer Service Burnout
Learn the causes of customer service burnout, and how you can identify, reduce, and recover from it as leaders and individual contributors.
Customer ServiceHow FAQ Software Can Help Your Small Business
Learn what FAQ software is, how it can benefit your growing business, and a few key features to look for when shopping around.
Customer Service13 Tips and Best Practices for Real Estate Customer Service
Working in the real estate industry? Use these 13 tips to create a better customer experience and build stronger client relationships.
Customer Service11 Tips on Delivering Great Customer Service in Education
We chatted with support professionals working in education to learn their biggest pain points and the solutions they use to solve them.
Customer Service11 Types of Bad Customer Service (and How To Avoid Them)
Read stories of spectacularly bad customer service, plus get some tips for how to keep situations like these from happening at your company.
Customer ServiceGoogle Collaborative Inbox: Pros, Cons, and 5 Alternatives
Learn about the advantages and disadvantages of using Google Collaborative Inbox for customer support, plus discover 5 great alternatives.
Customer ServiceTelling My Boss About My True Career Goals
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceThe 12 Best Front Alternatives for Shared Email
Learn about the advantages and disadvantages of Front's shared inbox, and discover 9 Front alternatives to consider for your support needs.
Customer ServiceDelivering Great Customer Service in the Healthcare Industry
Delivering top-notch customer service is difficult in any industry, but some – like healthcare – have even more challenges than others.
Customer Service11 Top SaaS Help Desk Software for 2023 (Ranked & Rated)
Learn why your company needs a help desk, find out what features to look for when shopping, and discover the 11 best SaaS help desks.
Customer Service107 Customer Service Statistics and Facts You Shouldn't Ignore
Check out these 107 customer service statistics and facts about new trends, and reconsider how you approach your customer experience.
Customer ServiceHelp Scout: A Team Inbox Built for Customer Support
As any support pro knows, customer service is a team sport. There’s no better way to collaborate than through a team inbox.
Customer ServiceWhy You Don’t Need an AI Support Chatbot
While the promise of using a support chatbot is compelling, there are better ways to improve team efficiency while delivering great support.
Customer ServiceWhat to Expect When Shopping for Support Software
Learn what to expect when shopping for support software, plus tips on how to set your expectations and make the process as simple as possible.
Customer ServiceWhy Help Desk Software Is a Must-Have for Small Businesses
Help Scout’s small business help desk software lets you create stronger customer relationships, save time, and increase team productivity.
Customer Service11 Shared Inbox Software Options for Improved Collaboration
Looking for a better way to manage team email? Learn about shared inbox software and find the best tool for your team.
Customer ServiceBeing Pushed to Offer Service Level Agreements Too Soon
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceThe 11 Best Live Chat Tools for Customer Support in 2023
If you're considering adding chat to your support channel mix, start your search by reviewing this list of the 11 best live chat tools.
Customer ServiceHow to Build a Strong Customer Service Culture
Discover strategies executives, support leaders, and support agents can use to build and maintain a strong company customer service culture.
Customer ServiceBalancing Soft-Skills With Technical Ability
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceThe 15 Best Customer Service Software Platforms for 2023
If it's time for your team to adopt customer service software, this guide will tell you what you need to know to make the right choice.
Customer ServiceThe Taming of the Queue: 14 Support Queue Management Tips
Understanding and managing the power of a support queue is critical to a sustainable customer service organization. Consider these 14 tips.
Customer ServiceHow to Hire for Customer Service: A Step-by-Step Guide
Making the right hires for your support team is critical for the strength of your organization. Learn how to hire for customer service.
Customer ServiceBreaking Into SaaS Support
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceGPT-3 and AI in Customer Support
GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support.
Customer ServiceThe Best Role for a Second Customer Service Hire
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceCustomer Service Training: 21+ Tips, Activities, and Courses
Use these customer service training activities, tips, and courses to continually improve your support quality, consistency, and speed.
Customer ServiceAvoiding Cherry-Picking in the Support Queue
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceHow to Get Started Delivering Proactive Customer Service
What proactive customer service is and why it's important. Learn the steps to take to deliver the proactive support your customers want.
Customer Service101 Inspirational Customer Service Quotes
Delight and motivate your team with Help Scout's collection of inspirational customer service quotes from industry thought leaders.
Customer ServiceHoliday Customer Service: 6 Tips for Scaling Support Spikes
Gear your team up for this year's seasonal spike with these six holiday customer service tips, plus a few inspiring holiday support stories.
Customer ServiceQuick Start Guide to Creating a Knowledge Base in 6 Steps
Creating a knowledge base doesn't have to be a long, arduous, complex process. Launch a new help center quickly by following these 6 steps.
Customer Service10 Live Chat Examples for the Entire Customer Journey
We've pulled together 10 creative live chat examples so you can see how useful chat can be in helping you meet a variety of company goals.
Customer Service5 Ways to Automate Support Without Degrading Service
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
Customer Service5 Simple Knowledge Base SEO Tips Anyone Can Follow
You don't need to be a professional marketer to get started with knowledge base SEO. Just follow the instructions in this step-by-step guide.
Customer ServiceHow to Implement Live Chat With a Small Support Team
Implementing live chat doesn’t mean you need to sacrifice support quality or hire a ton more agents. Just follow these best practices.
Customer ServiceHow to Set Customer Service Goals (+ 9 Example Goals)
Setting customer service goals improves your team. Here are 7 examples of SMART support goals to help you achieve greatness.
Customer ServiceAnnouncing Help Scout's 2020 Customer Service Awards
We decided to take a data-driven approach to identifying the top companies in B2B, B2C, and ecommerce that are delivering memorable support.
Customer ServiceTips for Finding Your Perfect Customer Service Career Path
Learn how to build a great, personalized career in customer service, see some example career paths, and discover the skills you need to thrive.
Customer Service21 Key Customer Service Skills (and How to Develop Them)
Learn what customer service is and why it's important. Discover the 21 customer service skills every support professional needs to thrive.
Customer ServiceCustomer Support: Definition, Importance, and 8 Essential Tips
Learn what modern customer support is, why it's important, and how it's changed, plus discover 8 tips for delivering great customer support.
Customer ServiceWriting an Effective Apology Letter to Customers (+ 5 Examples)
Need to write a great apology letter to your customers? Follow these 5 tips and gather inspiration from 5 unique examples to win back your customers’ trust.
Customer ServiceCustomer Service Experience: Definition, Tips, & Examples
A great service experience can save the day when things go wrong. Use these 5 steps to treat your customers to a 5-star experience.
Customer Service7 Steps to Build a Thriving Customer Service Team
Follow these 7 foundational steps to build a brand new customer support department or maximize the success of your existing team.
Customer Service7 Tips for Becoming a SaaS Support Professional
How do you prepare to switch careers and become a support pro? We have a few tips to share, along with stories about our own career changes.
Customer ServiceHow to Create an Inspiring Customer Service Philosophy
Learn what a customer service philosophy is and why it's important, see examples from other companies, and find out how to create your own.
Customer ServiceStep-By-Step Guide: How to Handle Customer Complaints
Use this simple process for handling customer complaints to turn one-time complainers into lifelong customers.
Customer Service10 Ways to Deliver Consistently Great Customer Service
Investing in customer service is key to long-term business success. Here are the 10 best ways to deliver great customer service.
Customer ServiceTime To Resolution: What It Is, Why It Matters, and How to Reduce It
How to measure Time To Resolution, why it's important, and our top tips for reducing resolution time for a better customer experience.
Customer ServiceEmail Response Times: Benchmarks and Tips for Support
Comprehensive guide with all of the details you need to measure, benchmark, and reduce email response times for your customer service team.
Customer Service10 Unforgettable Customer Service Stories
These 10 unforgettable customer service stories will inspire your team and demonstrate the case for going above + beyond for your customers.
Customer Service12 Customer Service Phrases to Use (+ 8 You Should Avoid)
Discover the 12 most useful customer service phrases for improving your support conversations, and learn which 8 common phrases you should avoid.
Customer ServiceThe 6 Best Remote Collaboration Tools for Customer Service Teams
Learn more about the six remote collaboration tools that Help Scout's Customers team uses to communicate asynchronous and collaborate across teams.
Customer ServiceCOVID-19's Impact on Customer Service Volumes
See which industries have had the biggest shifts in customer service volumes due to COVID-19, plus tips on managing surging and diminishing workloads.
Customer ServiceKPIs and Business Practices in the Time of Coronavirus
Learn how to be more human in the midst and aftermath of a global pandemic and how to shift your strategies and tactics to accommodate the new normal.
Customer ServiceStep-By-Step Guide: Measuring Customer Service ROI
Measuring customer service ROI is key to ensuring your team gets the budget you need to deliver high-quality support. Here's how to do it.
Customer Service9 Knowledge Base Tips for a Better Customer Experience
Improve your customer experience by providing customers with the info they need at the moment they need it. Follow these 9 knowledge base tips.
Customer Service18 Knowledge Base Examples That Get It Right
These 18 inspirational knowledge base examples will help you create a great knowledge base and improve your self-service support in 2022.
Customer ServiceCrisis Communication Tips for Customer Service Teams
These crisis communication tips will help your team deliver the best service possible during a crisis without burning out or lowering standards.
Customer ServiceCreating Knowledge Base Videos: Tips, Tools, and Examples
Learn why and how to make effective use of video in your knowledge base to help your customers get better answers to their questions more quickly.
Customer ServiceLive Chat Support 101: Definition, Benefits, and Best Practices
Discover the benefits of live chat and learn how to effectively deliver live chat support to create better customer experiences.
Customer Service21 Key Live Chat Statistics for Customer Service Teams
Live chat creates satisfied customers, delivers faster service, and enables better conversation. Discover its benefits with these 21 live chat statistics.
Customer Service6 Important Live Chat Tips for Email Support Pros
Delivering quality live chat support requires a specific set of skills. Build on the email support experience you already have with these 6 live chat tips.
Customer Service8 Live Chat Best Practices and Common Mistakes
If you're finding that live chat is your most challenging support channel, consider adopting these best practices (and avoiding these common mistakes).
Customer ServiceThe 9 Big Benefits of Live Chat for Customer Service Teams
Learn how adding live chat as a customer service channel can help you improve the customer experience, increase agent productivity, and much more.
Customer ServiceCommunicating With Customers During a System Outage
Follow these tips and use this customizable outage notification template to delight customers with exceptional service even when your system is down.
Customer ServiceThe Ultimate Guide to Knowledge Base Management
Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.
Customer ServiceGo-To Scripts for 16 Tricky Customer Service Scenarios
Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios.
Customer Service23 Customer Service Interview Questions (+ Interview Tips)
Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent.
Customer ServiceWhat is a Support Ticket (& Why We Don’t Use That Term)
A support ticket system treats customers like numbers, not people. That’s why our help desk calls customer interactions “conversations,” not “tickets.”
Customer Service7 Shared Mailbox Best Practices You Can Put Into Action
If your team operates from a shared mailbox, you’ll appreciate these 7 shared mailbox best practices to streamline your communications.
Customer ServiceCreating Customer Flow
Join Nick Francis and Justine Jordan for this webinar to learn why customer flow is critical to growing your business, and how to create it through the thoughtful use of messaging.
Customer ServiceHow to Handle Customer Support During Company-Wide Events
When your company is enjoying some downtime during a retreat or holiday, how should you manage customer support?
Customer ServiceShould I Let My Staff Complain About Customers?
Practical, research backed advice on how and when to manage situations where your team are complaining about your customers.
Customer Service13 Productivity Hacks to Maximize Your Time
Help Scout team members share their favorite time management tips and tools for work.
Customer ServiceThe HIPAA-Compliant Help Desk Software You Can Trust
Finding a HIPAA-compliant email help desk isn’t easy — we try to make it as simple as possible.
Customer ServiceRolling Out Weekend Support
Use these indicators and tips to help you understand when you might want to extend to 7-day support coverage and how to roll it out effectively.
Customer Service27 Funny Customer Service Quotes
Brighten up your day and entertain your team with these 28 funny customer service quotes that are sure to make you laugh out loud.
Customer Service5 Boring Customer Service Stories
Great customer service isn’t all about wow moments or heroic interventions. Here are 5 dull tales of excellent service delivered with flash through well-built systems.
Customer ServiceHumanize Your Support With Data
Giving support teams easy access to relevant contextual data creates better, more human customer service. Here’s how to make it happen.
Customer ServiceHow to Turn Off a Support Channel Gracefully
Practical guidance on when to consider turning off a particular support channel, and how to do it with the least impact on your customers and your team.
Customer ServiceWhy Analytical Reading Is a Must-Have Skill
Today’s support professionals need a specific type of reading skill to comprehend customers’ incoming emails in the high-pressure
Customer ServiceHelp Scout's Annual Customer Support Salary Study
These customer support salary reports reveals what customer support professionals earn by location, industry, gender and more.
Customer ServiceCommunicating Support Successes to the Wider Company
Customer ServiceHow To Write a Good Internal Note
Make better use of the private or internal notes feature of your help desk more effectively by following these guidelines for effective, helpful notes.
Customer ServiceWhy Investing in Help Desk Software Increases Your ROI
Learn why investing in software for help desk increases your ROI for customer support.
Customer ServiceSupport Teams and Technical Writers: A Powerful Partnership
Reliable, well-maintained documentation is vital to good service, but it is a huge job. Here’s how support teams can help technical writers produce better knowledge bases.
Customer Service3 Strategies for Scaling Up to 24-Hour Customer Service
Offering 24-hour customer service is a fantastic customer benefit. Here are three approaches for successfully expanding your support to 24/7 coverage.
Customer ServiceCustomer Support Operations: Description, Responsibilities, and Skills
Understand the role of Customer Support Operations in scaling up a customer service team, and learn the responsibilities and skills required to succeed in the role.
Customer ServiceThe Art of Troubleshooting for Customer Support Professionals
Increase your support speed and build a more effective team by teaching the skill and art of troubleshooting for customer service
Customer ServiceWhat Is Contextual Support, and Why Is It Critical to Live Chat?
Contextual support means meeting customers where they are with relevant answers — and modern live chat software isn’t complete without it.
Customer ServiceHelp Your New Hires Rock: 30/60/90-Day Reviews for Support
How to structure reviews at the first 30, 60, and 90 days of an employee’s tenure to provide them useful feedback and the opportunity to tell you what is going well and where they need help.
Customer ServiceHow to Write Support Emails Your Customers Will Love
Learn how to write a better email to get faster at answering support emails and, more importantly, send responses your customers will love.
Customer ServiceWhat to Call Your Customer Service and Support Teams
Naming a new team or considering renaming your existing one? Here are plenty of customer service team names and role titles to consider.
Customer Service47 Pro Tips on How to Talk to Customers
Have better conversations and improve your customer support with 47 of Help Scout's all-time best tips on how to talk to customers.
Customer ServiceHow to Fire a Customer (The Right Way) in 5 Steps
Firing a customer is a significant business decision that involves a great deal of thoughtfulness and tact
Customer ServiceHow to Hire for Chat and Email Writing Skills
Can you hire people who are great email writers *and* live chat writers? E-Write’s Leslie O’Flahavan shares her tips for spotting great writers of email and chat support.
Customer ServiceThe Right Way to Consolidate Your Customer Support Tools
A guide to thoughtfully reducing the number of separate tools your company uses to create and manage the customer service experience, and why it matters.
Customer ServiceCustomer Service vs. Customer Support: Explained
Customer support is a specific type of customer service involving skills such as documentation, product feedback, and technical problem solving.
Customer ServiceAI, Curiosity, and the Future of Human Customer Service
When AI can answer (some) customer questions, what is the role of humans in support? The answer is bringing human curiosity back into service.
Customer ServiceA Customer Support Leader’s Guide to One-on-Ones
Effective one-on-one meetings are a powerful tool for building strong, effective support teams. Here’s how to do it right.
Customer ServiceScaling Support With Personality at Cards Against Humanity
Cards Against Humanity is a small company with a strong personality and a lot of passionate customers. Discover how their support team scales up while maintaining quality and a clear voice.
Customer ServiceHow to Rebuild Customer Loyalty After a Data Security Breach
Customer loyalty can suffer after a data security breach. Make sure your company is prepared with a (helpful, human) response plan.
Customer ServiceMigrating a Customer Query Between Support Channels
How to smoothly move a conversation from one channel to another without upsetting your customer.
Customer ServiceNeed a CRM? Consider These Tips First
CRM software, customer relationship management, and customer support are different but related — how do businesses know which they need, and when?
Customer Service4 Ways to Determine What Your Customer Really Needs
Take the right steps to reach solutions that solve your customers’ core problems.
Customer ServiceReduce Your Support Load Through Better Product Writing
Join Sara Culver from Slack, Carlee Potter of Campaign Monitor, and Mathew Patterson of Help Scout, as they chat on the value of product writing and how to make every word count.
Customer ServiceWriting Support Emails: A Style Guide
When writing customer service emails, you want to be sure you’re communicating clearly. Here’s the playbook.
Customer ServiceTurn Support Hunches into Usable Data for Product Teams
Support teams are a treasure trove of customer stories. Here’s how small teams can make those stories actionable for the rest of the company.
Customer ServiceInbox Zero: The Fast, Empathetic Way to Get Your Team There
Inbox Zero for customer service teams isn’t a myth. Here’s the best way to get to an empty email inbox.
Customer Service9 Tips for Delivering Time-Sensitive Customer Service Fast
Fast customer service is key in time-sensitive industries like travel — here’s how train booking service Loco2 optimizes for speedy support.
Customer ServiceWorking Successfully in a Collaborative Support Model
Abigail Phillips, Head of Support at Help Scout, and Nancy Baron, Customer Success Coach at Help Scout, discuss the best way to successfully help customers in a collaborative support model.
Customer ServiceHow to Determine Your Company’s Multichannel Customer Support Strategy
Which is better, an omnichannel support solution or a custom, multichannel stack? There’s a better middle ground.
Customer ServiceHow Mailchimp Bridges the Gap Between Support and Product
As teams grow, the gap between product and customer widens. Find out how Mailchimp’s Support Product Analysts bridge that gap.
Customer ServiceTaking Customer Service Beyond Satisfaction
Antonio King, Michael Labrecque-Jessen, and Mat Patterson discuss creating customer connections that go beyond good enough.
Customer ServiceThe Future of Self-Service
How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends.
Customer ServiceChoosing Your Perfect Help Desk
Customer ServiceHow to Snag (and Succeed at) a Remote Customer Service Job
Customer service jobs from home are increasingly common — here’s what you need to know to acquire and excel at a home-based customer service job.
Customer ServiceWhy Support Teams Must Stake a Claim to Revenue
Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.
Customer ServiceHow to Revamp Your Knowledge Base Architecture
This guide to redesigning your existing knowledge base architecture will help your team and customers get the most out of your help docs.
Customer ServiceListen While You Lead: 3 Unexpected Lessons for New Managers
One of the most important management skills to learn when becoming a manager for the first time is how to listen to your team.
Customer ServiceWhy You Should Set Big Goals (Even If You Might Not Hit Them)
The benefits of setting big goals go beyond what happens when you achieve them.
Customer Service8 Tips for How to Approach Cross-Cultural Customer Support
How can you best support customers whose first language isn’t English?
Customer Service6 Ways to Get More Mileage out of Your Help Content
As you add value to your product, continue adding value to your help docs. These tips will ensure your customer support content is helpful and useful.
Customer ServiceThe Right (and Wrong) Way to Outsource Customer Support
It's possible to outsource customer support without degrading service quality. Here's what you need to know to outsource the right way.
Customer Service8 Best Practices for Designing a Helpful Contact Page
Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right.
Customer ServiceEmpower Your Customers With Self-Service, Chat and Help Desk Support
Stop being the gatekeeper to your clients’ success. Use self-service, chat and your help desk to help your customers succeed.
Customer ServiceKnowledge Base Design Tips for Better Self-Service Support
Create better help docs that enable your customers to get answers 24/7 even when your support team is offline.
Customer Service3 Simple Automations That Free Your Support Team From Tedious Tasks
Use these simple automations to tick off tedious tasks and free up your time for more strategic work.
Customer Service8 Slack Hacks for Reducing Information Anxiety
Slack doesn’t have to give your team anxiety. Use these tips to move from using group chat as a communication medium to using it as a productivity tool.
Customer ServiceWhy Your Customer Service Sucks
Is it that people who work in customer service are lazy? That they just don’t care? Or have repeated telephone cord near-strangulations damaged some critical part of their brain? Perhaps.
Customer ServiceWhat I Learned About Customer Service While Working at A Bookstore
Andrew is a high school student in Darwin, in the far north of Australia. He dreams of one day becoming an author.
Customer ServiceHow To Succeed as a Customer Support Manager
You’ve just landed a new role as a support manager. Congratulations! Here are all the strategies you’ll need to succeed in your new role.
Customer ServiceHow Customer Support Teams Can Maximize Seasonal Downtime
Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.
Customer ServiceTake It or Leave It: What Help Desk Data Should You Migrate?
Switching help desks can be a real pain, but it’s also an opportunity to improve your support team’s processes, get rid of clutter, and create new habits that make your life easier.
Customer Service200,000 Customer Conversations Later: What I Wish I’d Known From Day One
After having 200,000 conversations with customers, you learn a few lessons.
Customer ServiceHow to Organize With Tags
Help desk tags let you categorize conversations, monitor trends, and trigger automated actions. But what are the questions to ask before you designate your tags?
Customer ServiceThe Future of Customer Service: 10 Trends to Watch
Industry leaders weigh in on the future of customer service with 10 emerging industry trends, including self-service, chatbots, and the role of humans.
Customer Service7 Ways to Maintain Team Culture During Stressful Times
Practice these 7 tips for keeping your team’s spirits up when times get tough.
Customer ServiceThe Art and Science of Getting into the Flow
Cutting-edge psychological research can help us cultivate flow when we’re elbow-deep in work we don’t want to do.
Customer ServiceHow to Master Difficult Customer Service Conversations
Communicating bad news to customers can be complicated, but following a few basic guidelines will ensure you say it right the first time and every time.
Customer ServiceHow to Write the Perfect Customer Service Resume
Getting your customer service resume in order and avoiding the most common mistakes isn’t hard, but it does require some planning and effort.
Customer ServiceHow to Break Up With Abusive Customers
When an abusive customer is making life miserable for your support team, it’s time to let them go. Here’s the playbook.
Customer ServiceHow to Write the Perfect Interview Thank-You Email
Mastering the thank-you email after an interview is both a science and an art, but there is a formula you can follow.
Customer ServiceWhat My Mechanic Taught Me About Customer Service
4 customer service lessons from a pro who treats people right, and keeps them coming back for decades.
Customer ServiceThe Value of Doing Things That Scare You
Facing your fears isn’t easy, but doing things that scare you is the best way to grow.
Customer Service9 Customer Champions Who Received Great Customer Service
Heartwarming stories from customer service professionals about times they received great customer service.
Customer ServiceTaking the Right Tone With Customers
Communicating tone online is hard, especially in customer support. Follow a few best practices and you'll say it right the first time and every time.
Customer ServiceHow 3 Nonprofits Approach Customer Service
Customer service at nonprofits is often a function rather than a department, so success depends on keeping their tools and processes simple.
Customer Service5 People You Need On Your Customer Support Team
Providing the best customer service starts with the people you hire. These five personality types are essential on every customer support team.
Customer ServiceHow to Build and Optimize Your Customer Support Funnel
Learn the 4 stages of the customer support funnel, and you can use it to retain customers.
Customer Service9-Step Guide to Switching Help Desks
Switching to a new help desk can be tricky, but it’s a chance to organize your support department and step up your customer service game.
Customer ServiceSetting Up a Help Desk: A Step-By-Step Guide and Checklist
If you’re setting up a new help desk, follow this step-by-step guide and checklist to ensure it goes smoothly for your customers and team.
Customer Service4 Ways to Find Meaningful Opportunities in Customer Support
To spot high-upside opportunities in customer service, be sure to use these 4 practical frameworks.
Customer ServiceImproving Employee Retention in Customer Support
Customer support is fighting a negative public perception, and high turnover rates, but there is a solution and it takes less work than you think.
Customer ServiceDon't Let Your Professional Shortcomings Hold You Back at Work
Identify your professional shortcomings and learn how to overcome them at work.
Customer ServiceSupport Teams Should Have a Seat at the ‘Adult' Table
Support teams are a critical part of any organization that serves customers, yet they’re not always treated that way. Mireille Pilloud, Community Support Manager at TED, shares her thoughts on how to get support a “seat at the adult table.”
Customer Service9 Tips to Improve Your Customer Support Game
Tips on providing better customer support from experienced customer support professionals
Customer Service6 Tips for Delivering Effective International Customer Service
Providing international customer service can be a challenge if you don't offer multilingual customer support. Follow these 6 best practices.
Customer ServiceThe Best Advice We Ever Received
The best advice ever for your career and life.
Customer ServiceThese 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face
In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.
Customer ServiceHow to Break Your Worst Work Habits
The psychology of breaking bad habits is really about changing your routine.
Customer Service16 Customer Service Tips to Never Forget
The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.
Customer ServiceBoost Customer Happiness with Exclamations and Emoticons
Should you use exclamation points, emoticons, and GIFs in your customer emails? The answer is yes, and there’s some interesting data that explains why.
Customer ServiceThe 27 Best Customer Service Books
The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company.
Customer ServiceHow We Transitioned to 24-Hour Support
Round-the-clock support is a huge win for customers, but it doesn’t come easily. Here’s how we made the transition.
Customer ServiceTrack Requests to Keep Customers Coming Back
Telling customers to “keep an eye out” for updates puts the onus on them—not cool. Instead, be proactive and follow up after you’ve fixed a bug they reported or built a feature they wanted.
Customer ServiceSolving Problems Outside Your Domain
Sometimes, due to forces beyond your control, you have to solve customer problems that your product or site didn't create.
Customer Service3 Approaches to Getting Unstuck
Once you realize you’re stuck, the hard part is over—now you can take tried-and-true measures to unstick yourself.
Customer Service5 Big Lessons Support Managers Wish They’d Learned Sooner
What the best support leaders wish they’d known when they first took the helm.
Customer Service7 Tips on How to Say No to Customers
Keep customers happy even when you can’t give them everything they want.
Customer Service3 Steps to Making Better Decisions
Understand how your mind creates frames, uses comparisons, and is influenced by intuition.
Customer ServiceWhy a Visual Really is Worth 1,000 Words
Skill in visual communication has become nearly as indispensable as clear, compelling writing. Here’s why.
Customer ServiceThe Importance of Finishing What You Start
Completing projects might be the most nerve-racking part of your work, but it can also be the most rewarding.
Customer ServiceGiving Great GIFs for Better Support
GIFs are good for more than a quick laugh — they’re also an effective tool to deliver great support.
Customer ServiceWhy All Hands Support Didn’t Work for Our Company
Anna Brozek, former CEO at Big Cartel, explains why the company tried and eventually ended the practice of all hands support.
Customer ServiceThe Science of Setting and Achieving Goals
Understanding the psychology behind setting and meeting goals will help you focus on what matters and improve productivity.
Customer ServiceMastering the Art of ‘Just Start’
Understanding the psychology of what holds you back from getting started will make you more productive.
Customer ServiceWhat Psychology Teaches Us About Structuring the Workday
Understanding your brain's natural rhythms can help you make the most of your day.
Customer ServiceWhy Better Sleep Equals Better Work
Simple yet often overlooked steps to improve your sleep, relationships, and productivity.
Customer Service7 Ways to Nurture Creativity
Enduring wisdom to push creative types to do better work.
Customer ServiceThe Hidden Beauty of Constraints
You can make constraints and limitations work to your advantage; all it takes is the right frame of mind.
Customer ServiceRoutine Disruption: How to Change Your Habits for the Better
Breaking out of everyday behaviors can help you discover new ideas and positive habit changes.
Customer ServiceHow Practicing Mindfulness Can Lead to Better Decision Making
Here’s a look into why mindfulness is a desired workplace trait and how you can practice it daily.
Customer ServiceIf You Aren’t Cringing, You Aren’t Improving
Creating is something you can never do as well as it can be done. Here’s why you should make things anyway.
Customer ServiceEasy Reading Is Damn Hard Writing
Writing that reads effortlessly takes great pain to create. Here’s how to make each word count.
Customer ServiceHow Music Affects Your Productivity
Music can positively or negatively affect your productivity at work. Here's what the research says.
Customer ServiceThe Benefits of Learning as a Team
When a team comes together to openly share experiences with the ultimate goal of learning together and lifting each other up, everyone benefits.
Customer ServiceAvoiding the Silo of Team Communication
A communication silo occurs when teams talk exclusively amongst themselves at the expense of big picture company goals. Here's how to avoid that.
Customer ServiceHow to Be a Good Customer
How can customers change their approach to how they interact with customer support, so they get better and faster solutions to their problems?
Customer Service25 Insights for Creating and Sustaining Workplace Happiness
Why is happiness at work viewed as a distant outcome rather than an enduring prerequisite? It shouldn't be.
Customer ServiceThe Customer Always Remembers
Directing your tone and language to create positive, lasting memories for your customers is a staple in support. Not only should the whole experience be good, but most importantly, how that experience ends ought to be good.
Customer ServiceHow Ritz-Carlton’s Support Lexicon Created Unity through Clarity
Here's how Ritz-Carlton's employee language handbook unifies the team and properly introduces the culture to new hires.
Customer ServiceHow Better Customer Service Attracts and Retains Better Clients
Concierge customer treatment (not price or even skill) is the way to land quality contracts.
Customer ServiceTone and Language Are Building Blocks to Customer Expectations
Every day, businesses are turning their customers away with the wrong tone and language. Don't let that be you.
Customer ServiceThe Business Case for Loving Customers
Free resource outlining the business reasons for great customer service, why it works, best practices and ways to measure success.
Customer ServiceEveryone Should Be Feeling the Customer’s Pain
Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience.
Customer Service100+ Famous Business Quotes About Customer Service
Explore some of the most famous business quotes about customer service from leaders and CEOs like Walt Disney, Henry Ford, Sam Walton, and more.
Customer ServiceDon’t Let Tone Ruin Your Support Interactions
Take a look at a few examples of how tone can impede your customer support interactions.
Customer ServiceCustomers Are Tired of Insincere Support
Customers don't like the insincere and often strangely affectionate tone that some companies force their support teams to use.
Customer ServiceCustomer Support is More Than Saying I'm Sorry
Apologies are necessary, but if there isn’t a system in place to learn from customer feedback, you're putting your support team on the receiving end of complaints with no means to fix the root of the problem.
Customer ServiceSupport Teams: Stop Being Distracted by Faster Response Times
Faster response times aren't the number one metric your support team should be optimizing for.
Customer ServiceHarsh Truths That Will Make You a Better Support Rep
Customer support isn’t all gifs and happiness. Greg shares a more realistic perspective on the difficult, important work of the customer service team.
Customer ServiceUsing the Customer Service Tone
Conversation is rarely back or white. Your tone, both written and spoken, creates many shades of gray.
Customer ServiceThe Right (and Wrong) Way to Handle a Company Crisis
What to do, and what NOT to do when things go wrong Learn with practical examples from Buffer, HMV and Adobe.
Customer ServiceStop Being a Customer Support Dictator
Quality customer service cannot be maintained with an iron fist. Learn the the right medium to engage customers in, so that you can use and scale consistently to provide outstanding online support.