See Help Scout in action Reserve my spot

Advice from FlexJobs: The Ins and Outs of Remote Work


Advice from FlexJobs: The Ins and Outs of Remote Work

Release Notes: November

product
Release Notes: November

Flexible Working is a Win-Win for Employees and Companies Alike


Flexible Working is a Win-Win for Employees and Companies Alike

7 Customer-First Companies to Shop With This Season

growth
7 Customer-First Companies to Shop With This Season

How to Snag — and Succeed at — a Remote Customer Service Job

customer service
How to Snag — and Succeed at — a Remote Customer Service Job

4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

growth
4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

Keeping Your Remote Team Connected

culture
Keeping Your Remote Team Connected

Release Notes: October

product
Release Notes: October

7 Quick-and-Dirty Tips to Boost Holiday Sales

growth
7 Quick-and-Dirty Tips to Boost Holiday Sales

How (and Why) You Should Respond to Positive Online Reviews

growth
How (and Why) You Should Respond to Positive Online Reviews

How to Write Conclusions That Don’t Suck

growth
How to Write Conclusions That Don’t Suck

Delivering Amazing Customer Service While Drinking Through a Fire Hose

support
Delivering Amazing Customer Service While Drinking Through a Fire Hose

Let’s Bring This Show on the Road: 9 Tips for Working While You Travel

growth
Let’s Bring This Show on the Road: 9 Tips for Working While You Travel

The Truth About AI in Customer Service

growth
The Truth About AI in Customer Service

How to Turn Negative Reviews Into New Customers

growth
How to Turn Negative Reviews Into New Customers

The Digital Nomad’s Toolkit for Staying Productive

growth
The Digital Nomad’s Toolkit for Staying Productive

Listen While You Lead: 3 Unexpected Lessons for New Managers

growth
Listen While You Lead: 3 Unexpected Lessons for New Managers

How E-Commerce Companies Use Multiple Instances to Manage Different Customer Groups

product
How E-Commerce Companies Use Multiple Instances to Manage Different Customer Groups

Release Notes: August

product
Release Notes: August

Why You Should Set Big Goals (Even If You Might Not Hit Them)

growth
Why You Should Set Big Goals (Even If You Might Not Hit Them)

Why Data Integrity is Crucial in Customer Service

growth
Why Data Integrity is Crucial in Customer Service

8 Cringeworthy Customer Service Stories

growth
8 Cringeworthy Customer Service Stories

How to Maintain Your Health as a Digital Nomad

growth
How to Maintain Your Health as a Digital Nomad

3 Simple Automations That Free Your Support Team From Tedious Tasks

product
3 Simple Automations That Free Your Support Team From Tedious Tasks

Parting Ways With a Remote Team Member

growth
Parting Ways With a Remote Team Member

8 ‘Slack Hacks’ for Reducing Information Anxiety

growth
8 ‘Slack Hacks’ for Reducing Information Anxiety

Release Notes: July

product
Release Notes: July

10 Lessons We Learned About Telling Customer Stories

growth
10 Lessons We Learned About Telling Customer Stories

How Building a Community Can Supercharge Your Customer Service

cust-serv
How Building a Community Can Supercharge Your Customer Service

How to Handle Conflict on Remote Teams

growth
How to Handle Conflict on Remote Teams

Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse

growth
Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse

What I Learned About Customer Service While Working at A Bookstore

growth
What I Learned About Customer Service While Working at A Bookstore

So, You Think You Need a CRM?

growth
So, You Think You Need a CRM?

Diversity and Inclusion at Help Scout

growth
Diversity and Inclusion at Help Scout

Portrait of a Post: Illustrating the Help Scout Blog

growth
Portrait of a Post: Illustrating the Help Scout Blog

5 Benefits of Integrating HubSpot + Help Scout

product
5 Benefits of Integrating HubSpot + Help Scout

Release Notes: June

product
Release Notes: June

Is Customer Satisfaction the Wrong Goal?

growth
Is Customer Satisfaction the Wrong Goal?

Building Lifetime Customers: Q&A with Holly Liu of Kabam

growth
Building Lifetime Customers: Q&A with Holly Liu of Kabam

Airlines in Search of Customer Loyalty Need to do More Than Improve Service

growth
Airlines in Search of Customer Loyalty Need to do More Than Improve Service

How to Manage a Remote Content Marketing Team

growth
How to Manage a Remote Content Marketing Team

Customer Happiness Shouldn’t Be a Novelty

cust-serv
Customer Happiness Shouldn’t Be a Novelty

Release Notes: May

product
Release Notes: May

Employee Onboarding Best Practices

culture
Employee Onboarding Best Practices

How Our Remote Team Stays Aligned With ‘Town Hall’ Meetings

growth
How Our Remote Team Stays Aligned With ‘Town Hall’ Meetings

What Does It Mean to be ‘Customer Service Oriented?’

growth
What Does It Mean to be ‘Customer Service Oriented?’

How Our Remote Support Team Collaborates

cust-serv
How Our Remote Support Team Collaborates

Phone Support: Call it a Comeback

cust-serv
Phone Support: Call it a Comeback

200,000 Customer Conversations Later: What I Wish I’d Known From Day One

cust-serv
200,000 Customer Conversations Later: What I Wish I’d Known From Day One

How Smart Retailers Are Using Customer Service to Drive Loyalty

growth
How Smart Retailers Are Using Customer Service to Drive Loyalty

How to Maintain Team Culture During Stressful Times

growth
How to Maintain Team Culture During Stressful Times

Release Notes: April

product
Release Notes: April

The Art and Science of Getting into the Flow

growth
The Art and Science of Getting into the Flow

6 Questions to Ask Before You Email Your Customers

growth
6 Questions to Ask Before You Email Your Customers

Becoming a Digital Nomad: the Good, the Bad, and the Ugly

growth
Becoming a Digital Nomad: the Good, the Bad, and the Ugly

Leverage Customer Experience to Go From Side Hustle to Full-Time Business

growth
Leverage Customer Experience to Go From Side Hustle to Full-Time Business

Release Notes: March

product
Release Notes: March

Watch Productivity Skyrocket with JIRA + Help Scout

product
Watch Productivity Skyrocket with JIRA + Help Scout

How to Knock Your Virtual Job Interview Out of the Park

culture
How to Knock Your Virtual Job Interview Out of the Park

The Psychology Behind the Perfect Customer Interview

growth
The Psychology Behind the Perfect Customer Interview

Release Notes: February

product
Release Notes: February

Customer Service Question and Answer Library

growth
Customer Service Question and Answer Library

Salesforce, Meet Help Scout

product
Salesforce, Meet Help Scout

It’s Never a ‘Normal’ Month

growth
It’s Never a ‘Normal’ Month

How to Write the Perfect Interview Thank-You Email

growth
How to Write the Perfect Interview Thank-You Email

Creating a Successful Style Guide for Your Brand

growth
Creating a Successful Style Guide for Your Brand

Release Notes: January

product
Release Notes: January

Avoid Burnout by Evaluating New Opportunities

cust-serv
Avoid Burnout by Evaluating New Opportunities

Reimagine Project Constraints as a Blank Canvas

growth
Reimagine Project Constraints as a Blank Canvas

How to Work a 40-Hour Week

growth
How to Work a 40-Hour Week

The Value of Doing Things That Scare You

growth
The Value of Doing Things That Scare You

Release Notes: December

product
Release Notes: December

How to Build a Great Business

growth
How to Build a Great Business

Staff Picks: Our Favorite Posts From 2016

growth
Staff Picks: Our Favorite Posts From 2016

9 Customer Champions Who Received Great Customer Service

cust-serv
9 Customer Champions Who Received Great Customer Service

New Feature: @mentions are live in Help Scout

product
New Feature: @mentions are live in Help Scout

How to Write a Killer Customer Thank-You Note

cust-serv
How to Write a Killer Customer Thank-You Note

9 Unique and Budget-Friendly Ways to Thank Your Customers

growth
9 Unique and Budget-Friendly Ways to Thank Your Customers

Building a Community Around Your Business

growth
Building a Community Around Your Business

Release Notes: November

product
Release Notes: November

9 Unique Holiday Gifts from Independent Sellers We Love

growth
9 Unique Holiday Gifts from Independent Sellers We Love

Giving Thanks to Customer Champions Everywhere

cust-serv
Giving Thanks to Customer Champions Everywhere

Company Retreat Activities Your Team Will Actually Enjoy

culture
Company Retreat Activities Your Team Will Actually Enjoy

Release Notes: October

product
Release Notes: October

Are Side Hustles Good for Business?

growth
Are Side Hustles Good for Business?

How to Use Storytelling to Connect with Your Customers

growth
How to Use Storytelling to Connect with Your Customers

23 Interview Questions You Should Ask Every Customer Service Candidate

cust-serv
23 Interview Questions You Should Ask Every Customer Service Candidate

What Bad Customer Service Costs Your Business

cust-serv
What Bad Customer Service Costs Your Business

Release Notes: September

product
Release Notes: September

Great Content Is Still the Biggest Hurdle

growth
Great Content Is Still the Biggest Hurdle

4 Ways Groups Can Stifle Creativity

growth
4 Ways Groups Can Stifle Creativity

The Evolution of the Help Scout Brand

product
The Evolution of the Help Scout Brand

The Good and the Bad of Shared Inboxes

cust-serv
The Good and the Bad of Shared Inboxes

How We Come Up With Ideas for the Blog

growth
How We Come Up With Ideas for the Blog

Humans of Support: Stories from the Other Side of the Screen

cust-serv
Humans of Support: Stories from the Other Side of the Screen

How to Make the Most of Your Customer Testimonials

cust-serv
How to Make the Most of Your Customer Testimonials

Company Perks Aren’t All Fun and Games

culture
Company Perks Aren’t All Fun and Games

How We Use Video to Build Remote Culture

culture
How We Use Video to Build Remote Culture

Release Notes: July

product
Release Notes: July

How to Handle Negativity in Customer Support

cust-serv
How to Handle Negativity in Customer Support

9 Phrases to Improve Every Support Interaction

cust-serv
9 Phrases to Improve Every Support Interaction

Dont Let Your Professional Shortcomings Hold You Back at Work

growth
Don't Let Your Professional Shortcomings Hold You Back at Work

Release Notes: June

product
Release Notes: June

Support Teams Should Have a Seat at the ‘Adult Table

cust-serv
Support Teams Should Have a Seat at the ‘Adult' Table

The Business Case for Building Real Relationships with Customers

cust-serv
The Business Case for Building Real Relationships with Customers

Illustrations Are More Than Digital Eye Candy

growth
Illustrations Are More Than Digital Eye Candy

Let Support Be the Voice for Your Customers

cust-serv
Let Support Be the Voice for Your Customers

A Brief Guide to Better 1:1’s—For Makers and Managers Alike

culture
A Brief Guide to Better 1:1’s—For Makers and Managers Alike

25 Unconventional Business Books that You Wont See on Most Bookshelves

growth
25 Unconventional Business Books that You Won't See on Most Bookshelves

Experiential Marketing: How to Bring in Customers with Interactive Experiences

cust-serv
Experiential Marketing: How to Bring in Customers with Interactive Experiences

How to Create Customer Loyalty Programs that Stick

cust-serv
How to Create Customer Loyalty Programs that Stick

Have the 4Ps of Marketing Become Outdated?

cust-serv
Have the 4P's of Marketing Become Outdated?

Measuring Customer Satisfaction Shouldn’t Be Complicated

cust-serv
Measuring Customer Satisfaction Shouldn’t Be Complicated

15 Customer Service Skills that Every Employee Needs

cust-serv
15 Customer Service Skills that Every Employee Needs

How to Handle 8 Challenging Customer Service Scenarios

cust-serv
How to Handle 8 Challenging Customer Service Scenarios

The Best Advice We Ever Received

culture
The Best Advice We Ever Received

20 Customer Retention Strategies that Work

cust-serv
20 Customer Retention Strategies that Work

Customer Perception Can Make or Break Your Support

cust-serv
Customer Perception Can Make or Break Your Support

These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

cust-serv
These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

How to Break Your Worst Work Habits

culture
How to Break Your Worst Work Habits

Release Notes: May

product
Release Notes: May

Organizing Teams With Players and Coaches

growth
Organizing Teams With Players and Coaches

Boost Customer Happiness with Exclamations and Emoticons

cust-serv
Boost Customer Happiness with Exclamations and Emoticons

Upselling in a Customer-First Company

growth
Upselling in a Customer-First Company

How Our Remote Engineering Team Stays Agile

growth
How Our Remote Engineering Team Stays Agile

The Psychology of Color in Marketing and Branding

growth
The Psychology of Color in Marketing and Branding

Are You Making These 5 Common User Onboarding Mistakes?

growth
Are You Making These 5 Common User Onboarding Mistakes?

The 7 Best Ways to Gather Customer Feedback

cust-serv
The 7 Best Ways to Gather Customer Feedback

Pricing Psychology: 10 Timeless Strategies to Increase Sales

growth
Pricing Psychology: 10 Timeless Strategies to Increase Sales

Why Real Brand Loyalty Starts with Shared Values

cust-serv
Why Real Brand Loyalty Starts with Shared Values

How We Transitioned to 24-Hour Support

cust-serv
How We Transitioned to 24-Hour Support

How the Worlds Best Companies Focus on Their Customers

cust-serv
How the World's Best Companies Focus on Their Customers

Not Every Comparison Needs to Be Toxic

growth
Not Every Comparison Needs to Be Toxic

Release Notes: April

product
Release Notes: April

Do You Need a Product Manager?

growth
Do You Need a Product Manager?

Org Structure Is All in the Execution

growth
Org Structure Is All in the Execution

10 Essential Tactics for Creating Valuable Customer Surveys

cust-serv
10 Essential Tactics for Creating Valuable Customer Surveys

How Remote Teams Are Becoming the Future of Work

culture
How Remote Teams Are Becoming the Future of Work

Writing Value Propositions that Work

growth
Writing Value Propositions that Work

The Psychological Benefits of Writing

growth
The Psychological Benefits of Writing

The Gap Between Work and Play is Narrower Than You Think

culture
The Gap Between Work and Play is Narrower Than You Think

In Defense of the Humble Local Maximum

growth
In Defense of the Humble Local Maximum

When Being Nice Isn’t Being Kind

culture
When Being Nice Isn’t Being Kind

Release Notes: March

product
Release Notes: March

Theres No Such Thing as ‘Unlimited Vacation’

growth
There's No Such Thing as ‘Unlimited Vacation’

3 Approaches to Getting Unstuck

growth
3 Approaches to Getting Unstuck

Capture Product Momentum by Sharing Your Work

growth
Capture Product Momentum by Sharing Your Work

Onboarding is Your Company’s First Impression

cust-serv
Onboarding is Your Company’s First Impression

What Really Matters Can’t Be Measured

growth
What Really Matters Can’t Be Measured

Automating Like a Human

product
Automating Like a Human

9 Great Books That Changed the Way We Work

growth
9 Great Books That Changed the Way We Work

7 Ways to Engage Far-Flung Team Members

culture
7 Ways to Engage Far-Flung Team Members

Talking to Customers Won’t Teach You Anything

growth
Talking to Customers Won’t Teach You Anything

How We Replaced Our Weekly All-Hands Meeting with Video

culture
How We Replaced Our Weekly All-Hands Meeting with Video

How to Sabotage Any Meeting

growth
How to Sabotage Any Meeting

Meet the Newest Member of the Family: Help Scout Plus

product
Meet the Newest Member of the Family: Help Scout Plus

How to Plan Fun and Productive Company Retreats

culture
How to Plan Fun and Productive Company Retreats

Release Notes: January

product
Release Notes: January

How Content Plays Nicely with Product Launches

growth
How Content Plays Nicely with Product Launches

3 Steps to Making Better Decisions

growth
3 Steps to Making Better Decisions

Why a Visual Really is Worth 1,000 Words

growth
Why a Visual Really is Worth 1,000 Words

Introducing Help Scout for iPhone

product
Introducing Help Scout for iPhone

4 Surprising Predictors of Happiness in the Workplace

culture
4 Surprising Predictors of Happiness in the Workplace

The Importance of Finishing What You Start

growth
The Importance of Finishing What You Start

Attracting Top Talent for Your Remote Team

culture
Attracting Top Talent for Your Remote Team

Exceptional Support and Doing Better Work: Our Best Writing from 2015

growth
Exceptional Support and Doing Better Work: Our Best Writing from 2015

Why All Hands Support Didn’t Work for Our Company

cust-serv
Why All Hands Support Didn’t Work for Our Company

The Science of Setting and Achieving Goals

growth
The Science of Setting and Achieving Goals

Release Notes: November

product
Release Notes: November

How Bias Can Sabotage the Workplace

culture
How Bias Can Sabotage the Workplace

Why Water Cooler Talk Matters More Than You Think

culture
Why Water Cooler Talk Matters More Than You Think

6 Perspectives on Diversity in the Workplace

culture
6 Perspectives on Diversity in the Workplace

Mastering the Art of ‘Just Start’

growth
Mastering the Art of ‘Just Start’

3 Stages to Better Home Pages

growth
3 Stages to Better Home Pages

What Psychology Teaches Us About Structuring the Workday

growth
What Psychology Teaches Us About Structuring the Workday

What We Learned Telling Customers’ Stories

growth
What We Learned Telling Customers’ Stories

The Moment Travis CI Realized It Was Ready for a Dedicated Support Team

Online Services
The Moment Travis CI Realized It Was Ready for a Dedicated Support Team

Support, Marketing, Community, and PR—They’re All the Same Thing

cust-serv
Support, Marketing, Community, and PR—They’re All the Same Thing

Are ‘Unicorns’ Built to Last?

growth
Are ‘Unicorns’ Built to Last?

Release Notes: October

product
Release Notes: October

Why Better Sleep Equals Better Work

growth
Why Better Sleep Equals Better Work

Every Lesson Worth Learning is Worth Revisiting

culture
Every Lesson Worth Learning is Worth Revisiting

7 Ways to Nurture Creativity

culture
7 Ways to Nurture Creativity

The Hidden Beauty of Constraints

growth
The Hidden Beauty of Constraints

Routine Disruption: How to Change Your Habits for the Better

growth
Routine Disruption: How to Change Your Habits for the Better

Everything Hinges on the Narrative of Your Work

growth
Everything Hinges on the Narrative of Your Work

The Power of Transparency

culture
The Power of Transparency

Release Notes: September

product
Release Notes: September

How Practicing Mindfulness Can Lead to Better Decision-Making

growth
How Practicing Mindfulness Can Lead to Better Decision-Making

If You Aren’t Cringing, You Aren’t Improving

culture
If You Aren’t Cringing, You Aren’t Improving

9 Powerful Ideas on Hiring for Talent and Culture-Fit

culture
9 Powerful Ideas on Hiring for Talent and Culture-Fit

Introducing Beacon

product
Introducing Beacon

Publishing Is a Team Sport

growth
Publishing Is a Team Sport

In-app Mobile Messaging with Smooch

product
In-app Mobile Messaging with Smooch

How Writing Regularly Can Improve Your Creativity and Clarity

growth
How Writing Regularly Can Improve Your Creativity and Clarity

Lessons Learned from 6 Years of Working in My Pajamas

culture
Lessons Learned from 6 Years of Working in My Pajamas

Easy Reading Is Damn Hard Writing

growth
Easy Reading Is Damn Hard Writing

Release Notes: August

product
Release Notes: August

9 Insights on Improving Customer Success

cust-serv
9 Insights on Improving Customer Success

How Music Affects Your Productivity

culture
How Music Affects Your Productivity

How KinHR Keeps Standards High and Response Times Low

Software
How KinHR Keeps Standards High and Response Times Low

Unconventional Ways to Improve Every Job Posting

culture
Unconventional Ways to Improve Every Job Posting

15 Brilliant Resources for Hiring an All-Star Team

culture
15 Brilliant Resources for Hiring an All-Star Team

Building a Newsletter Welcome Series from Scratch

growth
Building a Newsletter Welcome Series from Scratch

How DoneDone Organizes and Records Customer Feedback

Software
How DoneDone Organizes and Records Customer Feedback

Improve Free Trials by Getting to Know Your Customers

growth
Improve Free Trials by Getting to Know Your Customers

Release Notes: July

product
Release Notes: July

How Memeoirs is Polishing Their Product with Customer Feedback

eCommerce
How Memeoirs is Polishing Their Product with Customer Feedback

How YNAB Uses Team Learning to Deliver Fast Support

Software
How YNAB Uses Team Learning to Deliver Fast Support

The Benefits of Learning as a Team

culture
The Benefits of Learning as a Team

Avoiding the Silo of Team Communication

cust-serv
Avoiding the Silo of Team Communication

How Missouri Star Quilt Co. Is Leading a Tribe of Quilters

eCommerce
How Missouri Star Quilt Co. Is Leading a Tribe of Quilters

The Unsider’s Perspective

culture
The Unsider’s Perspective

18 Ideas for Writing Like You Give a Damn

growth
18 Ideas for Writing Like You Give a Damn

Release Notes: June

product
Release Notes: June

How Cater2.me Is Connecting Teams through Curated Meals

Online Services
How Cater2.me Is Connecting Teams through Curated Meals

27 Ideas on Building a Business People Love

growth
27 Ideas on Building a Business People Love

How to Be a Good Customer

cust-serv
How to Be a Good Customer

How OpenSesame Creates a Smooth Customer Experience

Online Services
How OpenSesame Creates a Smooth Customer Experience

How to Write an Effective Knowledge Base Article

support
How to Write an Effective Knowledge Base Article

Those Who Can’t Teach

culture
Those Who Can’t Teach

Better Feedback Starts with the Right State of Mind

cust-serv
Better Feedback Starts with the Right State of Mind

How Tuft and Needle Invests in What Cant Be Bought

eCommerce
How Tuft and Needle Invests in What Can't Be Bought

27 Insights for Creating and Sustaining Workplace Happiness

culture
27 Insights for Creating and Sustaining Workplace Happiness

Leaving Your Desk Behind

culture
Leaving Your Desk Behind

The Growing Pains of Company Blogging

growth
The Growing Pains of Company Blogging

How Modify Watches Wows Its Customers with Proactive Support

eCommerce
How Modify Watches Wows Its Customers with Proactive Support

Talking to Your Very First Customers

growth
Talking to Your Very First Customers

15 Resources For Mastering Email Support

cust-serv
15 Resources For Mastering Email Support

Silence Is a Noxious Gas

culture
Silence Is a Noxious Gas

How Communication Determines A Project’s Success

cust-serv
How Communication Determines A Project’s Success

The Three Hats Worn by Great Support Teams

cust-serv
The Three Hats Worn by Great Support Teams

How Customer.io Built a Whole Company Support Culture

SaaS
How Customer.io Built a Whole Company Support Culture

Why The Queue is a Treasure Trove of Customer Insight

cust-serv
Why The Queue is a Treasure Trove of Customer Insight

Letting Your Customers Speak for You

growth
Letting Your Customers Speak for You

24 Ideas That Will Change The Way Your Remote Team Works

culture
24 Ideas That Will Change The Way Your Remote Team Works

How to Write with Substance

growth
How to Write with Substance

Keeping Our Overachiever Culture

culture
Keeping Our Overachiever Culture

From Essays to Emails: Lessons Learned from Doing Support

cust-serv
From Essays to Emails: Lessons Learned from Doing Support

Workplace Culture is Everything: 20 Ideas For Building a Thriving Team

culture
Workplace Culture is Everything: 20 Ideas For Building a Thriving Team

What You Gain With a Growth Team

growth
What You Gain With a Growth Team

How Omada Health Provides Personal Support at Scale

Services
How Omada Health Provides Personal Support at Scale

Why Support Stories Spread Like Wildfire

cust-serv
Why Support Stories Spread Like Wildfire

What We’ve Learned Building a Remote Culture

culture
What We’ve Learned Building a Remote Culture

The Customer Always Remembers

cust-serv
The Customer Always Remembers

Your World Before Our Product

growth
Your World Before Our Product

For Support, Intuition is Indispensable

cust-serv
For Support, Intuition is Indispensable

Show Your Work: Letting a Great Product Sell Itself

growth
Show Your Work: Letting a Great Product Sell Itself

Using Data to Build a Happy, High-Performance Support Team

cust-serv
Using Data to Build a Happy, High-Performance Support Team

Why Businesses Have a Hard Time Fixing What’s Broken

culture
Why Businesses Have a Hard Time Fixing What’s Broken

User Onboarding Isn’t a Feature

growth
User Onboarding Isn’t a Feature

Growing the Future Perfect Team

culture
Growing the Future Perfect Team

How to Get Useful Feedback from Your Clients

cust-serv
How to Get Useful Feedback from Your Clients

The Email Support Style Guide You Didn’t Know You Needed

cust-serv
The Email Support Style Guide You Didn’t Know You Needed

When Contempt Masquerades as Feedback, Nobody Wins

culture
When Contempt Masquerades as Feedback, Nobody Wins

Overcoming Common Customer Objections

growth
Overcoming Common Customer Objections

The 25 Principles that Power Our Company Blog

growth
The 25 Principles that Power Our Company Blog

The Empathetic Path to Inbox Zero

cust-serv
The Empathetic Path to Inbox Zero

Help Scout 2014 Year in Review

product
Help Scout 2014 Year in Review

Give Your Employees an Identity Worthy of Ownership

culture
Give Your Employees an Identity Worthy of Ownership

Why Gmail Fails for Customer Support

cust-serv
Why Gmail Fails for Customer Support

Collision Detection Improvements

product
Collision Detection Improvements

Lifecycle Emails: Magic Pixie Dust for User Onboarding

growth
Lifecycle Emails: Magic Pixie Dust for User Onboarding

How Ritz Carlton’s Support Lexicon Created Unity through Clarity

cust-serv
How Ritz Carlton’s Support Lexicon Created Unity through Clarity

Customer Support is More Than High Scores

cust-serv
Customer Support is More Than High Scores

New Reports: Happiness and Docs

product
New Reports: Happiness and Docs

Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds

culture
Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds

How Better Customer Service Attracts and Retains Better Clients

cust-serv
How Better Customer Service Attracts and Retains Better Clients

How Bevel Is Standing Out in a Crowded Market

culture
How Bevel Is Standing Out in a Crowded Market

Improving Online Customer Service: 3 Simple Ways to Thrive

cust-serv
Improving Online Customer Service: 3 Simple Ways to Thrive

David Ogilvy’s Contrarian Management Advice

culture
David Ogilvy’s Contrarian Management Advice

Tone and Language Are Building Blocks to Customer Expectations

cust-serv
Tone and Language Are Building Blocks to Customer Expectations

Help Scout Design Update

product
Help Scout Design Update

How the American Red Cross Redesigned the Experience of Donating Blood

cust-serv
How the American Red Cross Redesigned the Experience of Donating Blood

The Lost Art of Candor in the Workplace

culture
The Lost Art of Candor in the Workplace

How Backcountry Creates an Exceptional Customer Experience

cust-serv
How Backcountry Creates an Exceptional Customer Experience

Why Good Employees Make Bad Decisions

culture
Why Good Employees Make Bad Decisions

25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior

growth
25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior

The Frugal Wow: How Small Gestures Create Lasting Loyalty

cust-serv
The Frugal Wow: How Small Gestures Create Lasting Loyalty

10 Must-See Videos from Stanford Business School

growth
10 Must-See Videos from Stanford Business School

New Help Scout Reports

product
New Help Scout Reports

The Customer Is Mostly Wrong

cust-serv
The Customer Is Mostly Wrong

How Disney Creates Magical Experiences (and a 70% Return Rate)

cust-serv
How Disney Creates Magical Experiences (and a 70% Return Rate)

Edit and Change Customers Quickly

product
Edit and Change Customers Quickly

Should You Appeal to Brand Advocates Who Dont Buy?

cust-serv
Should You Appeal to Brand Advocates Who Don't Buy?

Why Chipotle’s Customer Experience is Trouncing the Competition

cust-serv
Why Chipotle’s Customer Experience is Trouncing the Competition

Why is 37 Signalss Marketing so Captivating? Its the Narrative.

growth
Why is 37 Signals's Marketing so Captivating? It's the 'Narrative.'

Telltale Signs of a Lackluster Support Strategy

cust-serv
Telltale Signs of a Lackluster Support Strategy

Creating Customers for Life: 50 Resources on Loyalty, Churn, and Customer Retention

growth
Creating Customers for Life: 50 Resources on Loyalty, Churn, and Customer Retention

Spare Me Your Platitudes — Customers Are Tired of Insincere Support

cust-serv
Spare Me Your Platitudes — Customers Are Tired of Insincere Support

Dont Let Growth Hacking Ruin the Customer Experience

growth
Don't Let Growth Hacking Ruin the Customer Experience

How to Make Hiring Less of a Headache

culture
How to Make Hiring Less of a Headache

Customer Support is More Than Saying Im Sorry

cust-serv
Customer Support is More Than Saying "I'm Sorry"

Why Were Opting Out of Opt-in Resources

growth
Why Were Opting Out of Opt-in Resources

Giving Little Unexpected Extras

cust-serv
Giving Little Unexpected Extras

Docs gets an Upgrade

product
Docs gets an Upgrade

Support Teams: Stop Being Blinded by Faster Response Times

cust-serv
Support Teams: Stop Being Blinded by Faster Response Times

Features Tell, but Benefits Sell

growth
Features Tell, but Benefits Sell

Giving Your Customers a Peek Behind the Curtain

cust-serv
Giving Your Customers a Peek Behind the Curtain

Six Ways Remote Teams Can Crush Their To-Do Lists

culture
Six Ways Remote Teams Can Crush Their To-Do Lists

How to Build a Brand that Wins Over Customers’ Hearts and Wallets

cust-serv
How to Build a Brand that Wins Over Customers’ Hearts and Wallets

Lessons in Customer Experience from a World-Class Hospitality Consultant

cust-serv
Lessons in Customer Experience from a World-Class Hospitality Consultant

Can Better Customer Service Be Used to Increase Prices?

cust-serv
Can Better Customer Service Be Used to Increase Prices?

Front-end Testing for the Lazy Developer with CasperJS

product
Front-end Testing for the Lazy Developer with CasperJS

A Scientific Take on Viral Marketing

growth
A Scientific Take on Viral Marketing

The Happy Warrior: Research Reveals What Makes a Successful Leader

culture
The Happy Warrior: Research Reveals What Makes a Successful Leader

10 Academic Insights on Building and Managing an Exceptional Team

culture
10 Academic Insights on Building and Managing an Exceptional Team

How to Stand Out When Youre Drowning in a Sea of Competition

cust-serv
How to Stand Out When You're Drowning in a Sea of Competition

Why Your Companys Customer Experience May Be Falling Behind

cust-serv
Why Your Company's Customer Experience May Be Falling Behind

10 Proven Ways to Build a Website that Customers Will Love

growth
10 Proven Ways to Build a Website that Customers Will Love

Gamification & Customer Loyalty: The Good, The Bad, and The Ugly

cust-serv
Gamification & Customer Loyalty: The Good, The Bad, and The Ugly

Customer Profiles: A Smarter Way to Reach Your Customers

cust-serv
Customer Profiles: A Smarter Way to Reach Your Customers

Okay Support is not Okay at WPMU DEV

cust-serv
'Okay' Support is not Okay at WPMU DEV

Interview with Gary Vaynerchuk: Customer Service as an Offense

cust-serv
Interview with Gary Vaynerchuk: Customer Service as an Offense

Why Steve Jobs Didnt Listen to His Customers

cust-serv
Why Steve Jobs Didn't Listen to His Customers

How to Figure Out What Keeps Your Customers Up at Night

cust-serv
How to Figure Out What Keeps Your Customers Up at Night

Stop Being a Customer Support Dictator

cust-serv
Stop Being a Customer Support Dictator

25 Proven Ways to Acquire More Happy Customers

growth
25 Proven Ways to Acquire More Happy Customers

How to Take Charge of Your Churn Rate

cust-serv
How to Take Charge of Your Churn Rate

5 Memorable Holiday Customer Service Stories

cust-serv
5 Memorable Holiday Customer Service Stories

Empowering Employees (Without Losing Your Shirt)

cust-serv
Empowering Employees (Without Losing Your Shirt)

How We Improved Response Time by 340%

cust-serv
How We Improved Response Time by 340%

The 3 Words Your Customers Love Most

cust-serv
The 3 Words Your Customers Love Most

The Science of Personalization: How to Engineer Happy Customers

cust-serv
The Science of Personalization: How to Engineer Happy Customers

7 Crucial Lessons from an Embarrassing Customer Service Trainwreck

cust-serv
7 Crucial Lessons from an Embarrassing Customer Service Trainwreck

What Businesses Can Do About Tightwad Customers

cust-serv
What Businesses Can Do About Tightwad Customers

The #1 Thing That Creates Loyal Customers

cust-serv
The #1 Thing That Creates Loyal Customers

Three Elements of Transcendent Customer Support

cust-serv
Three Elements of Transcendent Customer Support

5 Things Your Customers Can Do Better than You

cust-serv
5 Things Your Customers Can Do Better than You

Customers We Love: Meet Buffer

cust-serv
Customers We Love: Meet Buffer

3 Days, $100k and Why We Gave it Away

cust-serv
3 Days, $100k and Why We Gave it Away

The Psychology of Personalization: How Waiters Increased Tips by 23 Percent (Without Changing Service)

cust-serv
The Psychology of Personalization: How Waiters Increased Tips by 23 Percent (Without Changing Service)

Customer Service, Reinvented!

cust-serv
Customer Service, Reinvented!

Customers We Love: Meet Oceans HQ

cust-serv
Customers We Love: Meet Oceans HQ

The Chick-fil-A Difference: Why Customer Lingo Matters

cust-serv
The Chick-fil-A Difference: Why Customer Lingo Matters

Customers We Love: Meet EverTrue

cust-serv
Customers We Love: Meet EverTrue

Southwests History of Great Service Outshines a Slip-Up

cust-serv
Southwest's History of Great Service Outshines a Slip-Up

Apps We Cant Live Without

cust-serv
Apps We Can't Live Without

12 Days of THANKS - Day Twelve

cust-serv
12 Days of THANKS - Day Twelve

12 Days of THANKS - Day Eleven

cust-serv
12 Days of THANKS - Day Eleven

12 Days of THANKS - Day Ten

cust-serv
12 Days of THANKS - Day Ten

12 Days of THANKS - Day Nine

cust-serv
12 Days of THANKS - Day Nine

12 Days of THANKS - Day Eight

cust-serv
12 Days of THANKS - Day Eight

12 Days of THANKS - Day Seven

cust-serv
12 Days of THANKS - Day Seven

12 Days of THANKS - Day Six

cust-serv
12 Days of THANKS - Day Six

12 Days of THANKS - Day Five

cust-serv
12 Days of THANKS - Day Five

12 Days of THANKS - Day Four

cust-serv
12 Days of THANKS - Day Four

12 Days of THANKS - Day Three

cust-serv
12 Days of THANKS - Day Three

12 Days of THANKS - Day Two

cust-serv
12 Days of THANKS - Day Two

12 Days of THANKS - Day One

cust-serv
12 Days of THANKS - Day One

Putting the Help in Help Scout

cust-serv
Putting the "Help" in Help Scout

Whats Net Promoter Score and Why Should You Care?

cust-serv
What's Net Promoter Score and Why Should You Care?

Customers We Love: Meet Treehouse

cust-serv
Customers We Love: Meet Treehouse

The Four Main Pillars of Outstanding Customer Service

cust-serv
The Four Main Pillars of Outstanding Customer Service

How to Write a Killer Thank-you Note

cust-serv
How to Write a Killer Thank-you Note

How To Tell a Customer No

cust-serv
How To Tell a Customer "No"

Customers We Love: Meet Brook Farm Veterinary Center

cust-serv
Customers We Love: Meet Brook Farm Veterinary Center

The Importance of B2B Customer Service

cust-serv
The Importance of B2B Customer Service

Customers We Love: Meet PerkStreet Financial

cust-serv
Customers We Love: Meet PerkStreet Financial

It Pays to be #2

cust-serv
It Pays to be #2

7 Customer-First Companies to Shop With This Season

7 Customer-First Companies to Shop With This Season

4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

7 Quick-and-Dirty Tips to Boost Holiday Sales

7 Quick-and-Dirty Tips to Boost Holiday Sales

How (and Why) You Should Respond to Positive Online Reviews

How (and Why) You Should Respond to Positive Online Reviews

How to Write Conclusions That Don’t Suck

How to Write Conclusions That Don’t Suck

Let’s Bring This Show on the Road: 9 Tips for Working While You Travel

Let’s Bring This Show on the Road: 9 Tips for Working While You Travel

The Truth About AI in Customer Service

The Truth About AI in Customer Service

How to Turn Negative Reviews Into New Customers

How to Turn Negative Reviews Into New Customers

The Digital Nomad’s Toolkit for Staying Productive

The Digital Nomad’s Toolkit for Staying Productive

Listen While You Lead: 3 Unexpected Lessons for New Managers

Listen While You Lead: 3 Unexpected Lessons for New Managers

Why You Should Set Big Goals (Even If You Might Not Hit Them)

Why You Should Set Big Goals (Even If You Might Not Hit Them)

Why Data Integrity is Crucial in Customer Service

Why Data Integrity is Crucial in Customer Service

8 Cringeworthy Customer Service Stories

8 Cringeworthy Customer Service Stories

How to Maintain Your Health as a Digital Nomad

How to Maintain Your Health as a Digital Nomad

Parting Ways With a Remote Team Member

Parting Ways With a Remote Team Member

8 ‘Slack Hacks’ for Reducing Information Anxiety

8 ‘Slack Hacks’ for Reducing Information Anxiety

10 Lessons We Learned About Telling Customer Stories

10 Lessons We Learned About Telling Customer Stories

How to Handle Conflict on Remote Teams

How to Handle Conflict on Remote Teams

Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse

Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse

What I Learned About Customer Service While Working at A Bookstore

What I Learned About Customer Service While Working at A Bookstore

So, You Think You Need a CRM?

So, You Think You Need a CRM?

Diversity and Inclusion at Help Scout

Diversity and Inclusion at Help Scout

Portrait of a Post: Illustrating the Help Scout Blog

Portrait of a Post: Illustrating the Help Scout Blog

Is Customer Satisfaction the Wrong Goal?

Is Customer Satisfaction the Wrong Goal?

Building Lifetime Customers: Q&A with Holly Liu of Kabam

Building Lifetime Customers: Q&A with Holly Liu of Kabam

Airlines in Search of Customer Loyalty Need to do More Than Improve Service

Airlines in Search of Customer Loyalty Need to do More Than Improve Service

How to Manage a Remote Content Marketing Team

How to Manage a Remote Content Marketing Team

How Our Remote Team Stays Aligned With ‘Town Hall’ Meetings

How Our Remote Team Stays Aligned With ‘Town Hall’ Meetings

What Does It Mean to be ‘Customer Service Oriented?’

What Does It Mean to be ‘Customer Service Oriented?’

How Smart Retailers Are Using Customer Service to Drive Loyalty

How Smart Retailers Are Using Customer Service to Drive Loyalty

How to Maintain Team Culture During Stressful Times

How to Maintain Team Culture During Stressful Times

The Art and Science of Getting into the Flow

The Art and Science of Getting into the Flow

6 Questions to Ask Before You Email Your Customers

6 Questions to Ask Before You Email Your Customers

Becoming a Digital Nomad: the Good, the Bad, and the Ugly

Becoming a Digital Nomad: the Good, the Bad, and the Ugly

Leverage Customer Experience to Go From Side Hustle to Full-Time Business

Leverage Customer Experience to Go From Side Hustle to Full-Time Business

The Psychology Behind the Perfect Customer Interview

The Psychology Behind the Perfect Customer Interview

Customer Service Question and Answer Library

Customer Service Question and Answer Library

It’s Never a ‘Normal’ Month

It’s Never a ‘Normal’ Month

How to Write the Perfect Interview Thank-You Email

How to Write the Perfect Interview Thank-You Email

Creating a Successful Style Guide for Your Brand

Creating a Successful Style Guide for Your Brand

Reimagine Project Constraints as a Blank Canvas

Reimagine Project Constraints as a Blank Canvas

How to Work a 40-Hour Week

How to Work a 40-Hour Week

The Value of Doing Things That Scare You

The Value of Doing Things That Scare You

How to Build a Great Business

How to Build a Great Business

Staff Picks: Our Favorite Posts From 2016

Staff Picks: Our Favorite Posts From 2016

9 Unique and Budget-Friendly Ways to Thank Your Customers

9 Unique and Budget-Friendly Ways to Thank Your Customers

Building a Community Around Your Business

Building a Community Around Your Business

9 Unique Holiday Gifts from Independent Sellers We Love

9 Unique Holiday Gifts from Independent Sellers We Love

Are Side Hustles Good for Business?

Are Side Hustles Good for Business?

How to Use Storytelling to Connect with Your Customers

How to Use Storytelling to Connect with Your Customers

Great Content Is Still the Biggest Hurdle

Great Content Is Still the Biggest Hurdle

4 Ways Groups Can Stifle Creativity

4 Ways Groups Can Stifle Creativity

How We Come Up With Ideas for the Blog

How We Come Up With Ideas for the Blog

Dont Let Your Professional Shortcomings Hold You Back at Work

Don't Let Your Professional Shortcomings Hold You Back at Work

Illustrations Are More Than Digital Eye Candy

Illustrations Are More Than Digital Eye Candy

25 Unconventional Business Books that You Wont See on Most Bookshelves

25 Unconventional Business Books that You Won't See on Most Bookshelves

Organizing Teams With Players and Coaches

Organizing Teams With Players and Coaches

Upselling in a Customer-First Company

Upselling in a Customer-First Company

How Our Remote Engineering Team Stays Agile

How Our Remote Engineering Team Stays Agile

The Psychology of Color in Marketing and Branding

The Psychology of Color in Marketing and Branding

Are You Making These 5 Common User Onboarding Mistakes?

Are You Making These 5 Common User Onboarding Mistakes?

Pricing Psychology: 10 Timeless Strategies to Increase Sales

Pricing Psychology: 10 Timeless Strategies to Increase Sales

Not Every Comparison Needs to Be Toxic

Not Every Comparison Needs to Be Toxic

Do You Need a Product Manager?

Do You Need a Product Manager?

Org Structure Is All in the Execution

Org Structure Is All in the Execution

Writing Value Propositions that Work

Writing Value Propositions that Work

The Psychological Benefits of Writing

The Psychological Benefits of Writing

In Defense of the Humble Local Maximum

In Defense of the Humble Local Maximum

Theres No Such Thing as ‘Unlimited Vacation’

There's No Such Thing as ‘Unlimited Vacation’

3 Approaches to Getting Unstuck

3 Approaches to Getting Unstuck

Capture Product Momentum by Sharing Your Work

Capture Product Momentum by Sharing Your Work

What Really Matters Can’t Be Measured

What Really Matters Can’t Be Measured

9 Great Books That Changed the Way We Work

9 Great Books That Changed the Way We Work

Talking to Customers Won’t Teach You Anything

Talking to Customers Won’t Teach You Anything

How to Sabotage Any Meeting

How to Sabotage Any Meeting

How Content Plays Nicely with Product Launches

How Content Plays Nicely with Product Launches

3 Steps to Making Better Decisions

3 Steps to Making Better Decisions

Why a Visual Really is Worth 1,000 Words

Why a Visual Really is Worth 1,000 Words

The Importance of Finishing What You Start

The Importance of Finishing What You Start

Exceptional Support and Doing Better Work: Our Best Writing from 2015

Exceptional Support and Doing Better Work: Our Best Writing from 2015

The Science of Setting and Achieving Goals

The Science of Setting and Achieving Goals

Mastering the Art of ‘Just Start’

Mastering the Art of ‘Just Start’

3 Stages to Better Home Pages

3 Stages to Better Home Pages

What Psychology Teaches Us About Structuring the Workday

What Psychology Teaches Us About Structuring the Workday

What We Learned Telling Customers’ Stories

What We Learned Telling Customers’ Stories

Are ‘Unicorns’ Built to Last?

Are ‘Unicorns’ Built to Last?

Why Better Sleep Equals Better Work

Why Better Sleep Equals Better Work

The Hidden Beauty of Constraints

The Hidden Beauty of Constraints

Routine Disruption: How to Change Your Habits for the Better

Routine Disruption: How to Change Your Habits for the Better

Everything Hinges on the Narrative of Your Work

Everything Hinges on the Narrative of Your Work

How Practicing Mindfulness Can Lead to Better Decision-Making

How Practicing Mindfulness Can Lead to Better Decision-Making

Publishing Is a Team Sport

Publishing Is a Team Sport

How Writing Regularly Can Improve Your Creativity and Clarity

How Writing Regularly Can Improve Your Creativity and Clarity

Easy Reading Is Damn Hard Writing

Easy Reading Is Damn Hard Writing

Building a Newsletter Welcome Series from Scratch

Building a Newsletter Welcome Series from Scratch

Improve Free Trials by Getting to Know Your Customers

Improve Free Trials by Getting to Know Your Customers

18 Ideas for Writing Like You Give a Damn

18 Ideas for Writing Like You Give a Damn

27 Ideas on Building a Business People Love

27 Ideas on Building a Business People Love

The Growing Pains of Company Blogging

The Growing Pains of Company Blogging

Talking to Your Very First Customers

Talking to Your Very First Customers

Letting Your Customers Speak for You

Letting Your Customers Speak for You

How to Write with Substance

How to Write with Substance

What You Gain With a Growth Team

What You Gain With a Growth Team

Your World Before Our Product

Your World Before Our Product

Show Your Work: Letting a Great Product Sell Itself

Show Your Work: Letting a Great Product Sell Itself

User Onboarding Isn’t a Feature

User Onboarding Isn’t a Feature

Overcoming Common Customer Objections

Overcoming Common Customer Objections

The 25 Principles that Power Our Company Blog

The 25 Principles that Power Our Company Blog

Lifecycle Emails: Magic Pixie Dust for User Onboarding

Lifecycle Emails: Magic Pixie Dust for User Onboarding

25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior

25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior

10 Must-See Videos from Stanford Business School

10 Must-See Videos from Stanford Business School

Why is 37 Signalss Marketing so Captivating? Its the Narrative.

Why is 37 Signals's Marketing so Captivating? It's the 'Narrative.'

Creating Customers for Life: 50 Resources on Loyalty, Churn, and Customer Retention

Creating Customers for Life: 50 Resources on Loyalty, Churn, and Customer Retention

Dont Let Growth Hacking Ruin the Customer Experience

Don't Let Growth Hacking Ruin the Customer Experience

Why Were Opting Out of Opt-in Resources

Why Were Opting Out of Opt-in Resources

Features Tell, but Benefits Sell

Features Tell, but Benefits Sell

A Scientific Take on Viral Marketing

A Scientific Take on Viral Marketing

10 Proven Ways to Build a Website that Customers Will Love

10 Proven Ways to Build a Website that Customers Will Love

25 Proven Ways to Acquire More Happy Customers

25 Proven Ways to Acquire More Happy Customers

3 Simple Automations That Free Your Support Team From Tedious Tasks

3 Simple Automations That Free Your Support Team From Tedious Tasks

How Building a Community Can Supercharge Your Customer Service

How Building a Community Can Supercharge Your Customer Service

What I Learned About Customer Service While Working at A Bookstore

What I Learned About Customer Service While Working at A Bookstore

Customer Happiness Shouldn’t Be a Novelty

Customer Happiness Shouldn’t Be a Novelty

How Our Remote Support Team Collaborates

How Our Remote Support Team Collaborates

Phone Support: Call it a Comeback

Phone Support: Call it a Comeback

200,000 Customer Conversations Later: What I Wish I’d Known From Day One

200,000 Customer Conversations Later: What I Wish I’d Known From Day One

Avoid Burnout by Evaluating New Opportunities

Avoid Burnout by Evaluating New Opportunities

9 Customer Champions Who Received Great Customer Service

9 Customer Champions Who Received Great Customer Service

How to Write a Killer Customer Thank-You Note

How to Write a Killer Customer Thank-You Note

Giving Thanks to Customer Champions Everywhere

Giving Thanks to Customer Champions Everywhere

23 Interview Questions You Should Ask Every Customer Service Candidate

23 Interview Questions You Should Ask Every Customer Service Candidate

What Bad Customer Service Costs Your Business

What Bad Customer Service Costs Your Business

The Good and the Bad of Shared Inboxes

The Good and the Bad of Shared Inboxes

Humans of Support: Stories from the Other Side of the Screen

Humans of Support: Stories from the Other Side of the Screen

How to Make the Most of Your Customer Testimonials

How to Make the Most of Your Customer Testimonials

How to Handle Negativity in Customer Support

How to Handle Negativity in Customer Support

9 Phrases to Improve Every Support Interaction

9 Phrases to Improve Every Support Interaction

Support Teams Should Have a Seat at the ‘Adult Table

Support Teams Should Have a Seat at the ‘Adult' Table

The Business Case for Building Real Relationships with Customers

The Business Case for Building Real Relationships with Customers

Let Support Be the Voice for Your Customers

Let Support Be the Voice for Your Customers

Experiential Marketing: How to Bring in Customers with Interactive Experiences

Experiential Marketing: How to Bring in Customers with Interactive Experiences

How to Create Customer Loyalty Programs that Stick

How to Create Customer Loyalty Programs that Stick

Have the 4Ps of Marketing Become Outdated?

Have the 4P's of Marketing Become Outdated?

Measuring Customer Satisfaction Shouldn’t Be Complicated

Measuring Customer Satisfaction Shouldn’t Be Complicated

15 Customer Service Skills that Every Employee Needs

15 Customer Service Skills that Every Employee Needs

How to Handle 8 Challenging Customer Service Scenarios

How to Handle 8 Challenging Customer Service Scenarios

20 Customer Retention Strategies that Work

20 Customer Retention Strategies that Work

Customer Perception Can Make or Break Your Support

Customer Perception Can Make or Break Your Support

These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

Boost Customer Happiness with Exclamations and Emoticons

Boost Customer Happiness with Exclamations and Emoticons

The 7 Best Ways to Gather Customer Feedback

The 7 Best Ways to Gather Customer Feedback

Why Real Brand Loyalty Starts with Shared Values

Why Real Brand Loyalty Starts with Shared Values

How We Transitioned to 24-Hour Support

How We Transitioned to 24-Hour Support

How the Worlds Best Companies Focus on Their Customers

How the World's Best Companies Focus on Their Customers

10 Essential Tactics for Creating Valuable Customer Surveys

10 Essential Tactics for Creating Valuable Customer Surveys

Onboarding is Your Company’s First Impression

Onboarding is Your Company’s First Impression

Why All Hands Support Didn’t Work for Our Company

Why All Hands Support Didn’t Work for Our Company

Support, Marketing, Community, and PR—They’re All the Same Thing

Support, Marketing, Community, and PR—They’re All the Same Thing

9 Insights on Improving Customer Success

9 Insights on Improving Customer Success

Avoiding the Silo of Team Communication

Avoiding the Silo of Team Communication

How to Be a Good Customer

How to Be a Good Customer

Better Feedback Starts with the Right State of Mind

Better Feedback Starts with the Right State of Mind

15 Resources For Mastering Email Support

15 Resources For Mastering Email Support

How Communication Determines A Project’s Success

How Communication Determines A Project’s Success

The Three Hats Worn by Great Support Teams

The Three Hats Worn by Great Support Teams

Why The Queue is a Treasure Trove of Customer Insight

Why The Queue is a Treasure Trove of Customer Insight

From Essays to Emails: Lessons Learned from Doing Support

From Essays to Emails: Lessons Learned from Doing Support

Why Support Stories Spread Like Wildfire

Why Support Stories Spread Like Wildfire

The Customer Always Remembers

The Customer Always Remembers

For Support, Intuition is Indispensable

For Support, Intuition is Indispensable

Using Data to Build a Happy, High-Performance Support Team

Using Data to Build a Happy, High-Performance Support Team

How to Get Useful Feedback from Your Clients

How to Get Useful Feedback from Your Clients

The Email Support Style Guide You Didn’t Know You Needed

The Email Support Style Guide You Didn’t Know You Needed

The Empathetic Path to Inbox Zero

The Empathetic Path to Inbox Zero

Why Gmail Fails for Customer Support

Why Gmail Fails for Customer Support

How Ritz Carlton’s Support Lexicon Created Unity through Clarity

How Ritz Carlton’s Support Lexicon Created Unity through Clarity

Customer Support is More Than High Scores

Customer Support is More Than High Scores

How Better Customer Service Attracts and Retains Better Clients

How Better Customer Service Attracts and Retains Better Clients

Improving Online Customer Service: 3 Simple Ways to Thrive

Improving Online Customer Service: 3 Simple Ways to Thrive

Tone and Language Are Building Blocks to Customer Expectations

Tone and Language Are Building Blocks to Customer Expectations

How the American Red Cross Redesigned the Experience of Donating Blood

How the American Red Cross Redesigned the Experience of Donating Blood

How Backcountry Creates an Exceptional Customer Experience

How Backcountry Creates an Exceptional Customer Experience

The Frugal Wow: How Small Gestures Create Lasting Loyalty

The Frugal Wow: How Small Gestures Create Lasting Loyalty

The Customer Is Mostly Wrong

The Customer Is Mostly Wrong

How Disney Creates Magical Experiences (and a 70% Return Rate)

How Disney Creates Magical Experiences (and a 70% Return Rate)

Should You Appeal to Brand Advocates Who Dont Buy?

Should You Appeal to Brand Advocates Who Don't Buy?

Why Chipotle’s Customer Experience is Trouncing the Competition

Why Chipotle’s Customer Experience is Trouncing the Competition

Telltale Signs of a Lackluster Support Strategy

Telltale Signs of a Lackluster Support Strategy

Spare Me Your Platitudes — Customers Are Tired of Insincere Support

Spare Me Your Platitudes — Customers Are Tired of Insincere Support

Customer Support is More Than Saying Im Sorry

Customer Support is More Than Saying "I'm Sorry"

Giving Little Unexpected Extras

Giving Little Unexpected Extras

Support Teams: Stop Being Blinded by Faster Response Times

Support Teams: Stop Being Blinded by Faster Response Times

Giving Your Customers a Peek Behind the Curtain

Giving Your Customers a Peek Behind the Curtain

How to Build a Brand that Wins Over Customers’ Hearts and Wallets

How to Build a Brand that Wins Over Customers’ Hearts and Wallets

Lessons in Customer Experience from a World-Class Hospitality Consultant

Lessons in Customer Experience from a World-Class Hospitality Consultant

Can Better Customer Service Be Used to Increase Prices?

Can Better Customer Service Be Used to Increase Prices?

How to Stand Out When Youre Drowning in a Sea of Competition

How to Stand Out When You're Drowning in a Sea of Competition

Why Your Companys Customer Experience May Be Falling Behind

Why Your Company's Customer Experience May Be Falling Behind

Gamification & Customer Loyalty: The Good, The Bad, and The Ugly

Gamification & Customer Loyalty: The Good, The Bad, and The Ugly

Customer Profiles: A Smarter Way to Reach Your Customers

Customer Profiles: A Smarter Way to Reach Your Customers

Okay Support is not Okay at WPMU DEV

'Okay' Support is not Okay at WPMU DEV

Interview with Gary Vaynerchuk: Customer Service as an Offense

Interview with Gary Vaynerchuk: Customer Service as an Offense

Why Steve Jobs Didnt Listen to His Customers

Why Steve Jobs Didn't Listen to His Customers

How to Figure Out What Keeps Your Customers Up at Night

How to Figure Out What Keeps Your Customers Up at Night

Stop Being a Customer Support Dictator

Stop Being a Customer Support Dictator

How to Take Charge of Your Churn Rate

How to Take Charge of Your Churn Rate

5 Memorable Holiday Customer Service Stories

5 Memorable Holiday Customer Service Stories

Empowering Employees (Without Losing Your Shirt)

Empowering Employees (Without Losing Your Shirt)

How We Improved Response Time by 340%

How We Improved Response Time by 340%

The 3 Words Your Customers Love Most

The 3 Words Your Customers Love Most

The Science of Personalization: How to Engineer Happy Customers

The Science of Personalization: How to Engineer Happy Customers

7 Crucial Lessons from an Embarrassing Customer Service Trainwreck

7 Crucial Lessons from an Embarrassing Customer Service Trainwreck

What Businesses Can Do About Tightwad Customers

What Businesses Can Do About Tightwad Customers

The #1 Thing That Creates Loyal Customers

The #1 Thing That Creates Loyal Customers

Three Elements of Transcendent Customer Support

Three Elements of Transcendent Customer Support

5 Things Your Customers Can Do Better than You

5 Things Your Customers Can Do Better than You

Customers We Love: Meet Buffer

Customers We Love: Meet Buffer

3 Days, $100k and Why We Gave it Away

3 Days, $100k and Why We Gave it Away

The Psychology of Personalization: How Waiters Increased Tips by 23 Percent (Without Changing Service)

The Psychology of Personalization: How Waiters Increased Tips by 23 Percent (Without Changing Service)

Customer Service, Reinvented!

Customer Service, Reinvented!

Customers We Love: Meet Oceans HQ

Customers We Love: Meet Oceans HQ

The Chick-fil-A Difference: Why Customer Lingo Matters

The Chick-fil-A Difference: Why Customer Lingo Matters

Customers We Love: Meet EverTrue

Customers We Love: Meet EverTrue

Southwests History of Great Service Outshines a Slip-Up

Southwest's History of Great Service Outshines a Slip-Up

Apps We Cant Live Without

Apps We Can't Live Without

12 Days of THANKS - Day Twelve

12 Days of THANKS - Day Twelve

12 Days of THANKS - Day Eleven

12 Days of THANKS - Day Eleven

12 Days of THANKS - Day Ten

12 Days of THANKS - Day Ten

12 Days of THANKS - Day Nine

12 Days of THANKS - Day Nine

12 Days of THANKS - Day Eight

12 Days of THANKS - Day Eight

12 Days of THANKS - Day Seven

12 Days of THANKS - Day Seven

12 Days of THANKS - Day Six

12 Days of THANKS - Day Six

12 Days of THANKS - Day Five

12 Days of THANKS - Day Five

12 Days of THANKS - Day Four

12 Days of THANKS - Day Four

12 Days of THANKS - Day Three

12 Days of THANKS - Day Three

12 Days of THANKS - Day Two

12 Days of THANKS - Day Two

12 Days of THANKS - Day One

12 Days of THANKS - Day One

Putting the Help in Help Scout

Putting the "Help" in Help Scout

Whats Net Promoter Score and Why Should You Care?

What's Net Promoter Score and Why Should You Care?

Customers We Love: Meet Treehouse

Customers We Love: Meet Treehouse

The Four Main Pillars of Outstanding Customer Service

The Four Main Pillars of Outstanding Customer Service

How to Write a Killer Thank-you Note

How to Write a Killer Thank-you Note

How To Tell a Customer No

How To Tell a Customer "No"

Customers We Love: Meet Brook Farm Veterinary Center

Customers We Love: Meet Brook Farm Veterinary Center

The Importance of B2B Customer Service

The Importance of B2B Customer Service

Customers We Love: Meet PerkStreet Financial

Customers We Love: Meet PerkStreet Financial

It Pays to be #2

It Pays to be #2

Keeping Your Remote Team Connected

Keeping Your Remote Team Connected

Employee Onboarding Best Practices

Employee Onboarding Best Practices

How to Knock Your Virtual Job Interview Out of the Park

How to Knock Your Virtual Job Interview Out of the Park

Company Retreat Activities Your Team Will Actually Enjoy

Company Retreat Activities Your Team Will Actually Enjoy

Company Perks Aren’t All Fun and Games

Company Perks Aren’t All Fun and Games

How We Use Video to Build Remote Culture

How We Use Video to Build Remote Culture

A Brief Guide to Better 1:1’s—For Makers and Managers Alike

A Brief Guide to Better 1:1’s—For Makers and Managers Alike

The Best Advice We Ever Received

The Best Advice We Ever Received

How to Break Your Worst Work Habits

How to Break Your Worst Work Habits

How Remote Teams Are Becoming the Future of Work

How Remote Teams Are Becoming the Future of Work

The Gap Between Work and Play is Narrower Than You Think

The Gap Between Work and Play is Narrower Than You Think

When Being Nice Isn’t Being Kind

When Being Nice Isn’t Being Kind

7 Ways to Engage Far-Flung Team Members

7 Ways to Engage Far-Flung Team Members

How We Replaced Our Weekly All-Hands Meeting with Video

How We Replaced Our Weekly All-Hands Meeting with Video

How to Plan Fun and Productive Company Retreats

How to Plan Fun and Productive Company Retreats

4 Surprising Predictors of Happiness in the Workplace

4 Surprising Predictors of Happiness in the Workplace

Attracting Top Talent for Your Remote Team

Attracting Top Talent for Your Remote Team

How Bias Can Sabotage the Workplace

How Bias Can Sabotage the Workplace

Why Water Cooler Talk Matters More Than You Think

Why Water Cooler Talk Matters More Than You Think

6 Perspectives on Diversity in the Workplace

6 Perspectives on Diversity in the Workplace

Every Lesson Worth Learning is Worth Revisiting

Every Lesson Worth Learning is Worth Revisiting

7 Ways to Nurture Creativity

7 Ways to Nurture Creativity

The Power of Transparency

The Power of Transparency

If You Aren’t Cringing, You Aren’t Improving

If You Aren’t Cringing, You Aren’t Improving

9 Powerful Ideas on Hiring for Talent and Culture-Fit

9 Powerful Ideas on Hiring for Talent and Culture-Fit

Lessons Learned from 6 Years of Working in My Pajamas

Lessons Learned from 6 Years of Working in My Pajamas

How Music Affects Your Productivity

How Music Affects Your Productivity

Unconventional Ways to Improve Every Job Posting

Unconventional Ways to Improve Every Job Posting

15 Brilliant Resources for Hiring an All-Star Team

15 Brilliant Resources for Hiring an All-Star Team

The Benefits of Learning as a Team

The Benefits of Learning as a Team

The Unsider’s Perspective

The Unsider’s Perspective

Those Who Can’t Teach

Those Who Can’t Teach

27 Insights for Creating and Sustaining Workplace Happiness

27 Insights for Creating and Sustaining Workplace Happiness

Leaving Your Desk Behind

Leaving Your Desk Behind

Silence Is a Noxious Gas

Silence Is a Noxious Gas

24 Ideas That Will Change The Way Your Remote Team Works

24 Ideas That Will Change The Way Your Remote Team Works

Keeping Our Overachiever Culture

Keeping Our Overachiever Culture

Workplace Culture is Everything: 20 Ideas For Building a Thriving Team

Workplace Culture is Everything: 20 Ideas For Building a Thriving Team

What We’ve Learned Building a Remote Culture

What We’ve Learned Building a Remote Culture

Why Businesses Have a Hard Time Fixing What’s Broken

Why Businesses Have a Hard Time Fixing What’s Broken

Growing the Future Perfect Team

Growing the Future Perfect Team

When Contempt Masquerades as Feedback, Nobody Wins

When Contempt Masquerades as Feedback, Nobody Wins

Give Your Employees an Identity Worthy of Ownership

Give Your Employees an Identity Worthy of Ownership

Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds

Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds

How Bevel Is Standing Out in a Crowded Market

How Bevel Is Standing Out in a Crowded Market

David Ogilvy’s Contrarian Management Advice

David Ogilvy’s Contrarian Management Advice

The Lost Art of Candor in the Workplace

The Lost Art of Candor in the Workplace

Why Good Employees Make Bad Decisions

Why Good Employees Make Bad Decisions

How to Make Hiring Less of a Headache

How to Make Hiring Less of a Headache

Six Ways Remote Teams Can Crush Their To-Do Lists

Six Ways Remote Teams Can Crush Their To-Do Lists

The Happy Warrior: Research Reveals What Makes a Successful Leader

The Happy Warrior: Research Reveals What Makes a Successful Leader

10 Academic Insights on Building and Managing an Exceptional Team

10 Academic Insights on Building and Managing an Exceptional Team