Help Scout
Help Scout
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  • When a guest author hands me their first draft, it’s often missing a conclusion — sometimes accompanied by a note of apology that they thought about it, but they don’t know how to wrap the darn thing up, and could I offer any suggestions?

Help Scout
Help Scout
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  • There are many great companies that are considered “rock stars” in customer service, regularly winning awards and accolades – Amazon, Apple, Nordstrom, Southwest Airlines and Zappos, for example.

Help Scout
Help Scout
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  • We’re in the midst of a massive AI hype cycle. Artificial Intelligence is important technology, and there’s no escaping that it’ll change the way work is done in the future. But as with any hype around new tech hype, there’s a lot of misinformation floating around about AI.

Help Scout
Help Scout
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  • Carlee Potter and Craig Simms are the technical writing team at Campaign Monitor, a SaaS email marketing application (and my former employer). Over the last year, Carlee and Craig have rebuilt, redesigned, and migrated the Campaign Monitor help documentation from an internally built tool into Salesforce’s Service Cloud knowledge base.

Help Scout
Help Scout
Blog Post
  • Carlee Potter and Craig Simms are the technical writing team at Campaign Monitor, a SaaS email marketing application (and my former employer). Over the last year, Carlee and Craig have rebuilt, redesigned, and migrated the Campaign Monitor help documentation from an internally built tool into Salesforce’s Service Cloud knowledge base.

Help Scout
Help Scout
Blog Post
  • Armed with relative anonymity, customers don’t hold back when they feel they haven’t been treated well, and these reviews can sting. It may be business, but your work feels personal when you’re pouring your energy into something — and someone doesn’t like it. Here’s the silver lining, though: When people share their feedback online, they’re also giving you the opportunity to transform that critic...

Help Scout
Help Scout
Blog Post
  • In my time as a support agent, some of the most frustrating customer questions to answer actually had nothing to do with the customer. They were asking entirely reasonable questions, and doing so very politely. I was frustrated because I knew that the perfect answer to their question was right there in our help documentation; very often I’d written it myself! But an answer merely existing in a kn...

Help Scout
Help Scout
Blog Post
  • Working while traveling may sound glamorous, but the reality is much more mundane. The rise in remote work opportunities has made it increasingly easier to take your workplace on the road, but that doesn’t mean you can afford to ignore the logistical practicalities of everyday life. Figuring out the essentials can be daunting, especially for first time remote work travelers.

Help Scout
Help Scout
Blog Post
  • Taking on a management role for the first time can be tricky. While you can find all kinds of articles, surveys, and other resources about becoming a manager for the first time, no one’s going to give you a cheat sheet. You will, however, learn plenty of lessons by trusting your gut, making mistakes, and, most importantly, listening to your team.

Help Scout
Help Scout
Blog Post
  • Running multiple shops with different accounts for your customer data used to be a gigantic pain. If you had a number of online shops for different sets of customers, you either had to switch between (and pay for!) multiple help desk accounts, or make do with the integration only showing customer data for one type of customer.

Help Scout
Help Scout
Blog Post
  • Some would argue that chasing “stretch goals” may do more harm than good — after all, what happens when we don’t hit them? It can be demoralizing for teams to run after goals with everything they’ve got, only to fall short. And what happens to the leaders of those teams — do they get shown the door? (In some companies, yes.) Risk-averse organizations, writes David Ciccarelli for Entrepreneur, wou...

Help Scout
Help Scout
Blog Post
  • In 1790, Paris wanted to inform the officials of Seix, a little village near Toulouse, that their request to make their town the capital of their municipality had been refused. They sent their message in a white envelope to the village of Seix. The letter arrived … on June 5, 2009. Two-hundred and twenty years after being sent. How could this happen?

Help Scout
Help Scout
Blog Post
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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.

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