The Supportive: The Challenge With Chat

Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout. The ...

Phone Support: Call it a Comeback

Disempowered, poorly paid staff slotted into giant call centers, mindlessly following scripts in whichever country is currently the ...

200,000 Customer Conversations Later: What I Wish I’d Known From Day One

For the past three years, my job has been to build, scale and adapt the customer support function at Pipedrive. We are now at more than ...

The Future of Customer Support

If you ask me about the future of customer support, I’ll say it belongs to the companies who view customer support as a competitive ...

How Smart Retailers Are Using Customer Service to Drive Loyalty

When retailers focus on customer service, they often consider how they can improve service to make the sale. After all, first ...

Help Desk Tip #14: Mastering Conversations in Help Scout

We built our help desk to be intuitive and easy to learn, but there are always features you may not discover in your day-to-day ...

How to Maintain Team Culture During Stressful Times

Every support team inevitably has its moments. Whether it’s a rocky product launch, bottomless tickets, the battle to get a seat at the ...

Help Desk Tip #13: Empower Your Customers With Self-Service, Chat and Help Desk Support

Help Desk Tips is a weekly series featuring best practices and tips from support professionals on optimizing your help desk and support ...

5 Customer Service Tips for Early-Stage Startups

I’ve been the one-person support team for both startups I’ve founded. Some bootstrapped startups try to outsource customer service as ...

Release Notes: April

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on ...

The Art and Science of Getting into the Flow

Years ago, leading up to the holiday rush, I used to gift-wrap presents at the independent bookshop in my hometown. I’d put on holiday ...

Growing a Successful and Rewarding Career in Customer Support

Editor’s note: This video and following transcript are of a talk delivered at SupConf, a conference for customer support professionals, ...

6 Questions to Ask Before You Email Your Customers

The risk/reward of sending an email is never higher than when it’s going to your customers. A great email can reduce churn, drive ...

Help Desk Tip: How to Organize With Tags

<a href”https://www.helpscout.net/blog/#tips”>Help Desk Tips</a> is a weekly series featuring best practices ...

Becoming a Digital Nomad: the Good, the Bad, and the Ugly

My first job out of college was as an English instructor for an education center in Hong Kong. A year later, when it came time for me ...

How to Eliminate High-Effort Customer Experiences

A few weeks ago, I had a frustrating experience with my phone company. To get an incorrect charge adjusted, I had to log in with my ...

Old-School Customer Service: The Butcher Shop

In the 37 years Dick Triplett — aka, my dad — ran The Butcher Shop, he learned how the customer’s success is tantamount to the ...

Leverage Customer Experience to Go From Side Hustle to Full-Time Business

If you’re operating a side business, making the jump from part- to full-time can be pretty intimidating. Will you have enough work? ...

Release Notes: March

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on ...

Support 101: How to Have Difficult Conversations

There’s no silver bullet that works for every customer question or complaint. But when it comes to letting your customers down – ...

4 Easy and Effective Ways to Invest in Your Customers

Editor’s note: The following post by guest author Ty Kiisel, contributing author focusing on small business financing at OnDeck. A wise ...

Writing the Perfect Customer Service Résumé Is Easier Than You Think

Your résumé is only one part of an outstanding application, but as someone who has hired many customer service professionals, I can ...

Watch Productivity Skyrocket with JIRA + Help Scout

Product and engineering teams all over the world rely on JIRA for their issue tracking and project management. While the information in ...

How to Knock Your Virtual Job Interview Out of the Park

Job interviews can be nerve-wracking no matter how they take place. Remote interviews are especially daunting, since you’re trying to ...

How to Break Up With Abusive Customers

Editor’s note: The following post by guest author Lance Conzett is based on his Nov. 2016 talk at SupConf, a conference for support ...

The Psychology Behind the Perfect Customer Interview

This week, I canceled my subscription to a once-beloved online service. I used to rave about this clothing rental subscription. ...

The Supportive: Messaging Is So Hot Right Now

Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout. Messaging ...

Best Practices for Live Chat Support

There was a time when email was the internet’s universal inbox. Everything was jammed into email, from Microsoft Word documents to ...

How to Communicate With Customers During an Outage

“Only entropy comes easy,” said Anton Chekhov, who probably wasn’t thinking about this week’s widespread issues triggered by outages in ...

Release Notes: February

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on ...

Customer Service Question and Answer Library

Even when you’re a highly skilled customer support professional, capable of holding friendly, nuanced and helpful conversations with ...

Salesforce, Meet Help Scout

We’re excited to announce our latest integration with Salesforce, the world’s largest CRM solution. At Help Scout, our goal is to help ...

It’s Never a ‘Normal’ Month

Any personal finance guru will tell you there’s no such thing as a “normal” month. We have every intention of setting aside savings, ...

Your Customers Don’t Love You As Much As You Do

It’s an easy trap to fall into. When you’ve got an amazing product and an even amazing-er team, the inclination is to hold a high ...

The ROI of Thanking Your Customers

If anyone tries to tell you there’s no way to prove the ROI of thanking your customers, or that sending handwritten thank-you notes ...

How to Write the Perfect Interview Thank-You Email

Thank-you notes are a must — and not just because your mom says so. In the age of snappy emails and casual texts, writing a well-worded ...

Creating a Successful Style Guide for Your Brand

For a brand to be authentic and recognizable, it must have its own unique standards. Color, type, icons, imagery and even more abstract ...

Release Notes: January

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on ...

The Supportive: The ‘I’ in customer service ROI

Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout. The ...

Step-By-Step Guide to Measuring Customer Service ROI

Editor’s note: This is part two of our series on ROI for customer service. Read part one to get the full picture! It’s your ...

Calculating the ROI of Customer Service

Editor’s note: This is part one of our two-part series on ROI for customer service. Check back here for part two later this week! If ...

Avoid Burnout by Evaluating New Opportunities

Editor’s note: The following post by guest author Camille E. Acey is based on her Nov. 2016 talk at SupConf, a conference for customer ...

Reimagine Project Constraints as a Blank Canvas

When I imagine a blank canvas, I think about the time I visited Paul Cézanne’s studio in the South of France. Perfectly restored, ...

What My Mechanic Taught Me About Customer Service

My first car was a 1983 Ford Laser with burnt orange paint and purple tinted windows. The manual choke required a peg to hold it in ...

How to Work a 40-Hour Week

It would be patronizing to tell you if you only want to work 40 hours a week, then just work 40 hours. It’s not that easy, of course. ...

The Value of Doing Things That Scare You

You’re no doubt familiar with the dictum to “do one thing every day that scares you.” The quotation is often misattributed to Eleanor ...

Release Notes: December

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on ...

How to Build a Great Business

When people ask what my long-term plan is for Help Scout, I always have a hard time answering the question. Am I supposed to talk about ...

Staff Picks: Our Favorite Posts From 2016

Picking favorites is a thorny exercise. Since we work hard on every piece we publish, the inclination is to choose all of them. And ...

The Supportive: Customer Support Trends 2017

Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout. Customer ...
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