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We don't need customer service heroes. We need customer-centric companies producing predictable service outcomes. But what if they really were heroes?
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Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company.
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It feels so unfair to cop the blame for something entirely outside your control, particularly if your job performance is measured using those same customer...
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Keep your customer details and caller history in one place
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Onboarding with Intercom was going to take 6 months. Help Scout did it in 24 hours.
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Get tips and advice from experienced support pros on delivering great customer service, building a career in support, and leading a support team.
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Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your...
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See how real support teams use Help Scout to improve response times, increase retention, and keep customers happy at scale.
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Anna Brozek, former CEO at Big Cartel, explains why the company tried and eventually ended the practice of all hands support.
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Every support person needs to know how to deal with difficult customers. Read about the types of difficult customers and how to help them.
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Follow these tips and use this customizable outage notification template to delight customers with exceptional service even when your system is down.
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Learn everything you need to know about small business customer service with these tips and strategies from small business leaders.
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If you celebrate Thanksgiving, and you're in customer support, then we're thankful for you.
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Learn the basics of NPS for customer service teams: How to measure it, how to use it, and tips on how support teams can increase NPS.
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Make every customer service interaction a more human one. Use Help Scout. Trusted by over 12,000 businesses in 140 countries. Get started for free.
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Trying to choose between Help Scout and Gorgias? This guide makes the decision easy with a deep dive into pricing, features, and support.
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What can customer service pros learn from Geraldine DeRuiter’s 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?
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Learn how to turn support troubleshooting into a repeatable process, and get tips for training everyone on your team to do it effectively.
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Make every customer service interaction a more human one. Use Help Scout. Trusted by over 12,000 businesses in 140 countries. Get started for free.
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Understanding when to deviate from the recipe is how you develop your own style and grow your career as a customer service pro.
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Take the right steps to reach solutions that solve your customers’ core problems.
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Practical, research backed advice on how and when to manage situations where your team are complaining about your customers.
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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.
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Our AI principles didn’t change how we build — they clarified it. This post looks at how that shows up in one of our core features, AI Answers.
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In this episode, Pavel and Mat talk through what's actually happening with AI in support versus what the headlines say, why leaders making the big calls can...
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Inbox Zero for customer service teams isn’t a myth. Here’s the best way to get to an empty email inbox.
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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...
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See which industries have had the biggest shifts in customer service volumes due to COVID-19, plus tips on managing surging and diminishing workloads.
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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?
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How to smoothly move a conversation from one channel to another without upsetting your customer.
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When sales and customer service work together, they succeed by giving the customer a better experience.
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Discover 9 feature-packed HubSpot Service Hub alternatives that will help you improve your support while keeping your costs under control.
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We believe that when teams represent different backgrounds, perspectives, and experiences, magic happens — we create better products and cultivate a culture...
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Tips on providing better customer support from experienced customer support professionals
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In 1750 B.C., a disgruntled customer complained about a bad batch of ingots. Hear his complaint and theoretical apology.
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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...
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Every customer-facing team should be asking for constructive insights from their customers. These customer feedback email templates take the guesswork out of...
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We want people to tell us what’s not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.
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Discover the 7 best patient communication software and compare their features and pricing to find the option that's the best fit for your team.
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Support work already includes a little sales — listening, advising, guiding. Here’s how to do it well, without feeling salesy about it.
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These crisis communication tips will help your team deliver the best service possible during a crisis without burning out or lowering standards.
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https://www.helpscout.com/resources/supportive-podcast/S2E01/
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Nick Francis, Denny Swindle, and Jared McDaniel founded Help Scout. They chat with Mat Patterson about the early days of building a customer-centric business.
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Discover the 7 best HIPAA-compliant email providers and compare their features and pricing to find the option that's the best fit for your team.
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Keep your finger on the pulse of customer support. Help Scout's iOS and Android apps lets you collaborate, and answer questions anytime, anywhere. Download for...
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The key to creating a great knowledge base is simple: Treat it like a product! Write great content, focus on design, make data-driven decisions, and, above all...
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Improve product quality by analyzing user feedback
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This ancient Roman fast food outlet can teach us how to think clearly about our online customer service today.
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Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.
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Get user reviews and reply in real time without leaving Help Scout
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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...
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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.
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If your browser is configured to accept cookies, we may collect non-personally identifiable information passively using
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Sarah Hatter returns to talk with Mat about the power and growth of support communities.
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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...
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https://www.helpscout.com/blog/26-support-tips-for-2026/
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You don't have time for a whole blog post! Here are 26 one-line tips for better customer support, categorized into writing, AI, self-service, management, and...
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Reference sales data and respond to customer inquiries from one platform
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Insights, advice, support, and entertainment for people who know that customer support is about so much more than answering questions.
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Customer feedback is fuel. Discover how to collect it, make sense of it, and turn it into better service and stronger customer relationships.
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Add Service Level Agreements to Help Scout with Super SLA
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Create crazy fast interactive tutorials, share them at lightspeed
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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.
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Learn how to build a great, personalized career in customer service, see some example career paths, and discover the skills you need to thrive.
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https://www.helpscout.com/compare/intercom/
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Trying to choose between Help Scout and Intercom? This guide makes the decision easy with a deep dive into pricing, features, and support.
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https://www.helpscout.com/resources/get-growing/
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Ecommerce founders and experts share the automation tools, social media strategies, and customer experience insights that helped them grow and retain a loyal...
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SLAs bring response targets into the Inbox so teams can see what’s at risk, act before deadlines slip, and improve performance as work happens.
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We believe all people should be treated fairly and with compassion, no matter their gender, race, sexuality, education, income or other factor.
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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.
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https://www.helpscout.com/blog/support-career-goals/
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Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
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https://www.helpscout.com/blog/b2c-customer-service/
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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.
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Overview of the terms of service for Help Scout’s software, and the policies that apply to users’ accounts.
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Boost productivity with Trello’s Power-Up
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