Help Scout
Help Scout
Blog Post

New blog articles detected.

  • 8 Cringeworthy Customer Service Stories
    People love reading about bad customer service stories. They go viral because we’ve all been there — on the phone desperately needing help from customer service, or waiting in an endless line at the airport. When you read about a bad customer experience, you feel empathy (and maybe some outrage) on behalf of the wronged party. It’s maddening when companies disregard the same customers they’re mea...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • How to Maintain Your Health as a Digital Nomad
    For many of us, the adventurous life of a digital nomad can appear like the plot from the movie “The Beach” (at least before they all get stranded and start killing each other). Working from the road, even intermittently, can be an exciting and adventurous way to make a living. Saying that, there is a dark side to it. The main challenge with being a digital nomad is that your routine goes com...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Outsourcing Support the Right Way
    I know what you’re thinking 23 minutes into your call center experience: I wish I could wait on hold a little longer so I can hear this not-quite-copyright-infringing version of a Celine Dion song again. Perhaps not, but that’s what “outsourced customer service” means to many of us: a drawn-out conversation with a series of overworked, under-informed, and disempowered people you can barely hear ...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • 3 Simple Automations That Free Your Support Team From Tedious Tasks
    It’s easy to get lost in the weeds at work — especially when you’re head down on the front lines helping customers. But making space for big picture thinking is critical to drive your business forward. The easiest way to carve out more time in your day? Simple automations that tick off the tedious tasks for you, freeing up your time for more strategic work.
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Parting Ways With a Remote Team Member
    Not long ago, a young entrepreneur asked for my advice on how to fire a remote employee. They’d never parted ways with a team member before, remote or otherwise, and they were nervous about it — I didn’t blame them. I remember being terrified when I had to let someone go for the first time, especially since an in-person conversation wasn’t an option. Sadly, I’ve made my fair share of hiring mista...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • 8 ‘Slack Hacks’ for Reducing Information Anxiety
    As the message volume grows in a company, communicating in Slack can begin to feel like drinking from a fire hose. Information overload and fear of missing a message or losing a file can lead to an unsettling low-grade anxiety. But knowing how and when to use Slack can prevent the backlash that many people feel.
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Release Notes: July
    Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on what’s new. Here's what we launched in July. We normally like to share release notes at the end of the month, but held off for a couple days this time so we could pack in a few exciting updates that are hot off the presses, like support for multi-instance Apps and ...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • 10 Lessons We Learned About Telling Customer Stories
    “I can’t wait to see how this SaaS company has been the missing link all along!” said no one, ever. Does anyone really want to read another success story about how a software company changed a customer’s life? But testimonials, case studies, and customer success stories are ubiquitous across industries. Everywhere you look, companies are investing in written testimonials and marketing videos to ...
Help Scout
Help Scout
YouTube Video

New YouTube videos detected.

  • Help Scout Help Desk Demo
    Our help desk software powers over 8,000 customer support teams in over 140 countries and is used and trusted by businesses of every shape and size.
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • How Building a Community Can Supercharge Your Customer Service
    At first glance, it might seem as if community managers and support teams don’t have that much to talk about. The people in community management are scrolling through Twitter feeds and Slack channels, while customer support teams are in the trenches handling customer conversations.
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Design Your Knowledge Base Like a Product
    To create a great knowledge base, support teams need to treat their knowledge bases in the same way product teams treat products. Product teams leverage UX resources, roadmaps and customer interviews to build great products. In the same way, customer support teams have the opportunity to treat their knowledge bases like products by creating great content, focusing on design, making data-driven ...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • How to Handle Conflict on Remote Teams
    Conflict is a scary beast we encounter periodically through our personal and professional lives. Like all perceived threats, our natural inclinations are to either flee or fight, neither of which is particularly useful in interpersonal conflict. However, they’re likely the only two responses you’ve ever learned.
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse
    Editor’s note: Ryan Carson is the CEO and founder of Treehouse, an online coding school whose goal is to take people from “zero to job ready” in as little as six months. Check out Carson’s talk at Collision Conference. When startups are competing for a limited amount of attention, cultivating a good origin story can go a long way towards winning customers over. If you’re lucky and you’re r...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • What I Learned About Customer Service While Working at A Bookstore
    Editor’s note: Today’s article is from Andrew van Gelderen, a 10th grade student in Darwin, Australia who spent a few days working with us as part of his school’s work experience program. As you read his piece, think back to your own early career — where did you first learn those basic customer service lessons? Tell us your story in the comments! In the fading, distant days of my youth (a year...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • So, You Think You Need a CRM?
    Author’s note: I'm listed as the author, but in reality, this post is the result of tons of hard work and smart thinking by Devin Bramhall, Nadia Basil, and Emily Triplett Lentz. Thanks for making me look good. 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 f...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Diversity and Inclusion at Help Scout
    As with any company-wide effort, building a diverse team has to start at the top. Back in July 2015, when I interviewed with Help Scout, I learned CEO Nick Francis and Head of People Ops Becca Van Nederynen had been taking steps to build a diverse and inclusive team — but looking at the About Us page, it was clear there was work to do.
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Help Desk Tip: Speed Up Support with Simple Automations
    Help Desk Tips is a weekly series featuring best practices and tips from support professionals on optimizing your help desk and support department. Your customers expect — and deserve — personal attention for their questions and issues. But that doesn’t mean you have to start each new reply from scratch. Incorporate a few simple automations into your support routine, and you can plow through the...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • 4 Step Guide to Choosing the Best Help Desk Software for Your Business
    Choosing the right help desk software for your company can be daunting. Every provider has its own page demonstrating how their product is at least three checkmarks better than anyone else’s. They really should come with a warning: CAUTION: Exposure to checklisteria is known to cause poor decision making and can lead to chronic buyer’s remorse. If you have been exposed to software feature checkli...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Portrait of a Post: Illustrating the Help Scout Blog
    Every blog illustration I create is meant to visually embody the concept of a post. While each one is different, the style is consistent, so that collectively our blog images help tell the story of the Help Scout brand. And hidden behind the visual story I present is a backstory: One of tossed experiments, creative blocks (and the process of overcoming them), deadlines, concepts that don’t pan o...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • 5 Benefits of Integrating HubSpot + Help Scout
    Businesses, nonprofit organizations, educational institutions, and healthcare companies use Help Scout to manage customer relationships and conversations at scale. An essential part of managing those relationships is knowing your customer. Maybe you’ve just read “The Life-Changing Magic of Tidying Up” and want to reduce the risk of having duplicate data. Or maybe key customer information at your ...
Help Scout
Help Scout
Blog Post

New blog articles detected.

  • Release Notes: June
    Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on what’s new. Here's what we launched in June. The HubSpot integration you’ve been waiting for is here! June updates also brought new features to Android, a spotlight on our Zapier integration — plus a chance to win some Help Scout swag
Help Scout
Help Scout
YouTube Video

New YouTube videos detected.

  • Support 101: Bugs we’re not going to fix … yet
    It’s always frustrating when a customer runs into a bug in your product. But it’s even harder when it’s an obscure bug that your company is not going to prioritize. If something can’t get fixed right away, it’s crucial to explain the why and offer potential workarounds. https://www.helpscout.net/blog/difficult-conversations
Help Scout
Help Scout
YouTube Video

New YouTube videos detected.

  • Support 101: How to communicate product/service outages
    Outages and service interruptions are inevitable. But tough days like these can also be an opportunity for support teams to shine a positive spotlight on their company by providing empathetic, informed, and speedy replies. https://www.helpscout.net/blog/difficult-conversations/
Help Scout
Help Scout
YouTube Video

New YouTube videos detected.

  • Support 101: Saying no to a feature request
    Customer service and support reps are all too familiar with the discomfort of telling customers that the feature they really need isn’t a priority or may never happen at all. Here are some tips to help you stay positive when saying no. https://www.helpscout.net/blog/difficult-conversations/
Help Scout
Help Scout
YouTube Video

New YouTube videos detected.

  • Talking to customers during an outage
    Following the Feb. 28 AWS outage, Help Scout's Mathew Patterson and Emily Triplett Lentz discuss how customer support teams can prepare for and respond to inevitable service outages.
Help Scout
Help Scout
YouTube Video

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