Help Scout
Help Scout
Blog Post
  • As a member of the commercial cleaning industry, we do a lot of customer outreach. To uphold our 100% Happiness Guarantee, we want to provide a personal touch to each customer interaction while ensuring that our support team can move quickly. That’s where the Saved Replies feature comes into play.

Help Scout
Help Scout
Blog Post
  • How do you know if your knowledge base articles are actually answering the questions your customers have? When they finish an article, do they just end up emailing support? Your knowledge base should deflect cases and not create them, but you shouldn’t cut off that channel completely.

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.

Help Scout
Help Scout
Blog Post
  • Have you ever decided on the perfect gift for someone, but given up when you couldn’t get your questions answered, or discovered the company’s unforgiving return policy, or weren’t sure your item would be delivered on time unless you forked over more dough for rush shipping than the gift cost itself? Wouldn’t you always rather do business with companies who take good care of their customers? ...

Help Scout
Help Scout
Blog Post
  • When your support queues are out of control and it feels like everybody is on a holiday except the customer service team, it can be exhausting. Today we’re sharing encouraging true stories from support folks who’ve made it through their busiest season and had great experiences along the way.

Help Scout
Help Scout
Blog Post
Help Scout
Help Scout
Blog Post
  • I always look back with a great sense of pride at what MeUndies’ Customer Experience team accomplishes during the holidays. During those few intense weeks toward the end of the year, however, it often feels like there’s no end in sight. It’s grueling.

Help Scout
Help Scout
Blog Post
  • Working in customer service no longer means sitting in a cubicle. You don’t have to drive to an office park or commute 90 minutes on a train every day. Customer service professionals (and their employers) can let go of that daily grind and still get ahead. Across every industry — and especially customer service — in-person jobs are shifting to remote opportunities as companies see increases in ...

Help Scout
Help Scout
Blog Post
  • Support teams in every industry are impacted by seasonal variation, whether it’s the holidays, product releases, or special events. This holiday season, experts are forecasting a growth in sales of 4-4.5% over 2017, with online sales increasing up to 21%. Spikes in demand for customer service can test your staff and your systems, but planning and preparation can help you come out the other side s...

Help Scout
Help Scout
Blog Post
  • We get it: The holidays are huge for everyone, from e-commerce and in-store retailers consumed by holiday sales to nonprofits looking to hit their end-of-the-year fundraising goals. Since you know inboxes will be crowded, your knee-jerk reaction might be to email your subscribers over and over and over with the hope that one email might capture their attention in a sea of party invites, promotion...

Help Scout
Help Scout
Blog Post
  • Few things motivate an employee more than a strong connection to other people on their team. Closeness creates trust and trust helps us work more effectively together which sustains a drive to overachieve. For co-located companies, closeness happens almost organically over lunch, coffee breaks or a cheeky beer after work. But how does this translate to a remote team? Remote teams can be very clo...

Help Scout
Help Scout
Blog Post
  • “In history, a great volume is unrolled for our instruction, drawing the materials of future wisdom from the past errors and infirmities of mankind.” - Edmund Burke, Irish writer, politician, journalist and philosopher “Those who cannot remember the past are condemned to repeat it.” - George Santayana, Spanish philosopher and novelist Are you a fan of history? If you work in customer service or...

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 couple of months. No man is an island, and neither is Help Scout. This month we continued to beef up our integrations to keep your systems in sync and your teams on the same page. We’ve also adde...

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