Help Scout
Help Scout
Blog Post
  • Last month I shared a few of Help Scout’s roadmap priorities for 2018. The biggest project we’re focused on is a complete rewrite of Beacon, which began last July. This post is the first in a series of previews we’re sharing as we get ready to launch in the coming months.

Help Scout
Help Scout
Blog Post
  • There are more and more ways to communicate online, and that’s true in the world of support, too. As your customers evolve to use different support channels like social media and live chat, you benefit from evolving with them. But it’s a tricky balance: Most companies don’t have the human power to manage every channel, and it can be worse for customers to have a bad interaction on the channel of...

Help Scout
Help Scout
Blog Post
  • Experiential marketing is a promotional strategy that involves creating an interactive experience to get customers talking about your product. A few creative experiential marketing examples: A sporting equipment company builds a storm-simulation chamber for shoppers to test their gear An airline grants travelers their Christmas wishes between takeoff and landing A sneaker company gives basketba...

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. Here’s a roundup of everything we’ve released in the last month. We know your inbox is probably filled today with last-minute offers for flowers and candy. But we’ve brought you a few valentines of our own, from a hot new way to share your love of Help Sc...

Help Scout
Help Scout
Blog Post
  • Collecting and acting upon customer feedback is a must for any business looking to provide users with the products they need. Customer feedback guides and informs your decision making and influences your product roadmap. It’s also essential for measuring customer satisfaction among your current customers.

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
YouTube Video
  • http://hlp.sc/2nUFILa Whether it’s a retail holiday rush, a new product launch, or an exciting event, customer service teams often deal with big spikes in the volume of incoming requests. Those spikes can put teams and systems to the test, so it’s best to be well prepared. Join Adrian Swinscoe, customer experience consultant and expert, and Nick Francis, CEO of Help Scout, for a chat on preparin...

Help Scout
Help Scout
YouTube Video
  • http://hlp.sc/2spnBSp Research shows winning a new customer costs five times more than keeping an existing customer - Customer loyalty is incredibly valuable. Loyalty isn’t automatic though, it’s the result of the deliberate attention and effort you pay to your customers. For subscription businesses, that loyalty is even more critical as customers regularly face a decision on whether to continue...

Help Scout
Help Scout
Blog Post
Help Scout
Help Scout
Blog Post
  • While a number of larger, more generalized conferences have a customer-focused track, it can be challenging to find quality events that cater specifically to customer-facing professionals. So we’ve done the work for you! Rather than try to present a comprehensive list, we’re recommending the best conferences in each of four categories: Customer Support, Customer Success, Customer Service (those t...

Help Scout
Help Scout
Blog Post
  • Two trends underlie the drive toward better online self-service. The first is that customers increasingly want to solve their own problems, and the second is that companies are struggling to meet their increasing expectations for online customer experience. Delivering consistently high-quality service at scale means finding ways to help those customers resolve their problems on their own, quickly...

Help Scout
Help Scout
Blog Post
Help Scout
Help Scout
Blog Post
  • My name is Jason and I lead our support efforts here at Figma, a web based UI design tool. Prior to Figma, I worked for Flipboard, a social magazine app. At Flipboard, users can follow their favorite news feeds, social networks, and blogs all in one place. Flipboard works with lots of amazing partners and publisher to optimize their content for Flipboard. Our team handled day-to-day social media...

Help Scout
Help Scout
Blog Post
  • I know it’s January, but this isn’t one of those posts where I make bold predictions about the future of customer support and how it will evolve in 2018. Instead, I want to talk about what a world-class customer experience looks like today and how we’re redesigning parts of our product to enable those experiences for your customers at scale.

Help Scout
Help Scout
Blog Post
  • The speed and ease with which a customer is able to find a solution to their problem is all part of a great customer experience. A knowledge base is one of many self-service tools you can offer your customers so they can find answers for themselves without asking for help and waiting for your reply. Think of the last time you assembled furniture — sure, we’ve all run into a set of unhelpful instr...

Help Scout
Help Scout
Blog Post
  • Support tickets, customer service ticketing systems, help desk tickets — these terms are ubiquitous in the customer service software landscape. And most of the support software on the market uses “ticketing” to describe what their help desk does, because … that’s just what it’s called.

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. Here’s a roundup of everything we’ve released in the last month. We’re a full week into 2018 and it’s time to take stock of all that happened in 2017. How many books did you read? How many kilos did you (er, um) gain? How many new Help Scout features can ...

Help Scout
Help Scout
Blog Post
  • Sharing your daily Help Scout stats with your manager can help call attention to where you're excelling, where you're improving, and where you might need a little extra help. With the boost of a simple automation, you can share a snapshot of your support stats automatically—say, send your boss a weekly email with a roundup of your performance, or post your average Happiness rating to a Slack chann...

Help Scout
Help Scout
Blog Post
  • Delivering great customer support almost always includes some form of self-service, ranging from customers pumping their own gas all the way up to managing their financial investments. For online customer support teams who may support hundreds or thousands of people all over the world, providing individual help to each customer quickly becomes prohibitively expensive. According to an HBR article...

Help Scout
Help Scout
Blog Post
  • My career began in support at University of Illinois doing customer support for students, parents, retirees, and staff members, covering hundreds of different products. I was still a student when I started, and I loved it. My dream was to do that job full time after graduation. The university told me that if I stayed on past graduation, they would make me a supervisor, work full time with benefit...

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