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...

Help Scout
Help Scout
Blog Post
  • When time is of the essence, fast email support is a given. But there’s much more to providing exceptional customer service when everything is ASAP. The one constant in travel is that it’s always changing, and fast: flights are cancelled, trains delayed, luggage lost. When you’re on the train from Bruges to Belarus, you want to believe that the company you booked with has got your back. Loco2’s ...

Help Scout
Help Scout
Blog Post
  • Customer loyalty programs can be a gift and a curse. When done well, they can keep customers coming back for repeat purchases, potentially turning a passerby customer into a loyal brand advocate. When done wrong, however, they can be a huge waste of time and resources, becoming a tiresome burden for customers who have no interest in getting involved with the program. But everybody loves free stu...

Help Scout
Help Scout
Blog Post
  • Repeatable phrases are helpful for bringing consistency to customer service. They enhance your personal replies, and make providing great customer service easier, because you have just the right phrases at your fingertips. After all, providing great customer service means knowing just what to say and the best way to say it. But communication is hard, and it’s made harder when you’re trying to ma...

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.

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