Help Scout
Help Scout
Blog Post
  • Like it or not, what you pay people is personal. What coworkers get paid and why they get paid what they do is also personal. And yes, coworkers often talk about what they get paid, so having a rhyme or reason behind why people in different roles and at different stages in their careers make what they do is smart. Think about it like this: If you inadvertently shared your payroll doc with the wh...

Help Scout
Help Scout
Blog Post
  • Release Notes is our regular update that highlights the recent product improvements we’ve made so you can easily stay up-to-date on what’s new. Do you smell that? Introducing the world’s first scratch and sniff webpage! Just kidding. But seriously, our Engineering team has been cooking up something magical, and it’s nearly ready for consumption. In addition to some sweet, sweet behind-the-scenes...

Help Scout
Help Scout
Blog Post
  • One of the best decisions we’ve made at Help Scout is to build a remote culture. The 75 people on our remote team hail from more than 50 cities in over 12 countries around the world. While the benefits of a remote culture are tremendous, being successful requires radical commitment from leadership on your team.

Help Scout
Help Scout
Blog Post
  • The companies that are winning today — the fastest-growing companies in history that are dominating their markets, like Amazon, Dropbox, Slack, and Warby Parker — all have something in common: They’ve been able to maintain customer centricity at scale. If you’re like many scaling companies, being customer centric early on helped make you — but as you mature, you lose some of that focus. It’s a na...

Help Scout
Help Scout
Blog Post
  • Release Notes is our regular update that highlights the recent product improvements we’ve made so you can easily stay up-to-date on what’s new. April showers bring GDPR updates, Beacon 2.0 developments, and a salary study! I think it goes something like that? Luckily, chief of all things GDPR at Help Scout, Megan, is here to tell us more. But first, Leah with the video rundown...

Help Scout
Help Scout
Blog Post
  • No doubt you’ve heard of Equifax. The credit reporting company experienced one of the biggest data security breaches in history last summer when hackers exploited the company’s known security vulnerability and stole over 150 million customers’ information. But Equifax is even more notorious for how they handled the crisis than the fact that it happened. First, Equifax broke data breach notificat...

Help Scout
Help Scout
Blog Post
  • As you may know, we’ve been hard at work on an all-new version of our Beacon product, which will include an optional live chat feature. First, we previewed Beacon’s new features. Next, we wrote a post about how chat works in Beacon. Today, we’re going to talk about what it’s like to manage customer chats in Help Scout.

Help Scout
Help Scout
Blog Post
  • The immediate concern of every team launching a chat support channel is the perceived increase in volume. Is it possible to provide a high quality experience on live chat with your existing team? I’m here to tell you that it absolutely is. Launching chat support doesn’t mean you need to sacrifice quality of support or hire a ton more agents to keep up. In fact, for many companies, chat is more e...

Help Scout
Help Scout
Blog Post
  • While many companies think they’re leading the charge with service quality and creating an innovative, truly great customer experience, the numbers tell quite a different story … in the eyes of customers, most companies are falling flat. Today we’re going to scrutinize what companies are doing incorrectly and highlight how to fix these problems. What is customer experience strategy? As Hubspot ...

Help Scout
Help Scout
Blog Post
  • Developing your customer service team members and keeping them happy doesn’t necessarily need to involve approaching the CFO for additional budget. To be sure, fair salaries and clear career paths are the basis of being a good employer and the foundation of staff retention. Sometimes, however, those rewards don’t come soon enough for ambitious support team members, or they’re not available to the...

Help Scout
Help Scout
Blog Post
  • Our regular Release Notes highlight the recent product improvements we’ve made, so you can easily stay up-to-date on what’s new. In February’s Release Notes, we asked what you’d like to see in our future updates, and one request rose to the top: video. Thanks for letting us know! Without further ado, behold our very first Release Notes video, starring Leah from the People Ops team.  

Help Scout
Help Scout
Blog Post
  • “Channel migration” generally means shifting some percentage of your incoming support questions into more cost-effective or easily scalable channels. Encouraging customers to self-serve with online tools and resources is a classic example. At a high level, channel migration is about broad changes like improving your contact pages and knowledge base or restricting access to certain channels based ...

Help Scout
Help Scout
Blog Post
  • Customer relationship management and CRMs are not the same thing. Customer relationship management is what you do: how you work with, serve and support your customers. It is a strategy for building relationships with your current and potential buyers and understanding their needs so you can help them be successful through your product.

Help Scout
Help Scout
Blog Post
  • Your customer—let’s call her Francine—adores your product, but she wishes it had one extra feature—we’ll call it Feature X—that would make her life easier and save her boatloads of time. You don’t have Feature X. You’re not planning on building Feature X. Come to think of it, Francine is the only person who’s ever asked for Feature X. “What a weird idea, Francine,” you say to yourself. “Why would...

Help Scout
Help Scout
YouTube Video
  • There's a difference between answering the question your customer asks you, and getting them the information they really need. * Read more: How to Determine What Your Customer Really Needs https://www.helpscout.net/helpu/what-customers-need/ ----- Illustrations by Carolina https://www.instagram.com/thegirletc/

Help Scout
Help Scout
Blog Post
  • Last month, we previewed a number of the new Beacon 2.0 features, explaining our approach to designing an experience that’s actually scalable for support teams to maintain, while delighting customers every time. We covered a lot of ground in that article, but we left out the chat experience. Today we’ll talk about what happens when customers want to chat with someone on your team.

Help Scout
Help Scout
Blog Post
  • When it comes to doing business online, the fundamentals remain the same while many of the specifics (and the tools) undergo drastic changes. Same goes for handling customer service online: At the end of the day, it’s all about taking care of your customers — but how you that hinges on your ability to adapt to the many options that online customer support offers. 7 online customer service tips f...

Help Scout
Help Scout
Blog Post
  • Data is a map of interconnected points as far as the eye can see. There’s no finite end to the numbers, which makes data powerful to harness … but overwhelming to work with. For better or worse, the options are limitless! The success of a customer support team often hinges on the ability to navigate this vast maze of data to gain insights that drive real results. Not unlike in a board game, to c...

Help Scout
Help Scout
Blog Post
  • There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down. Luckily, there are a few universal skills that every support member can master that will dramatica...

Help Scout
Help Scout
Blog Post
  • Release Notes is our regular update that highlights the recent product improvements we’ve made, so you can easily stay up-to-date on what’s new. If you’re reading this, chances are you’re familiar with Help Scout’s Release Notes (if you’re not, that’s okay, too). We’re proud of the ongoing work we do to make our product the best it can be, and with these Release Notes, our goal is to help you get...

Help Scout
Help Scout
Blog Post
  • Creating a useful customer survey is no easy task, but it’s worth pursuing. Few other forms of feedback allow you to gather such a large volume of data so quickly on any set of questions. While some of our other favorite ways to gather customer feedback focus on active listening during one-on-one sessions with customers, customer surveys provide an opportunity to poll your users on questions that...

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