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Create reports that drive real business results

Support and community are about relationships and connection, but that does not mean we should only represent our work with qualitative, human-centered metrics.

Streamline Customer Team Communication With Help Scout Notes

Notes provide helpful background information on customers without breaking the flow of the discussion.

Customizing Customer Emails With Saved Replies

Saved Replies allows you to keep common answers to frequently asked questions so that you can pop them into your customer conversations.

Connect Feedback From Your Knowledge Base Into Your Help Desk

The more effort it takes for a customer to get their problem solved, the least likely they’ll be to stick around.

12 Step Guide to Choosing the Best Help Desk Software for Your Business

Choosing help desk software can feel like a daunting task. This guide will help you pick the right one for your company.

Why Basecamp’s Support Team Tags With Intent

Chase and Basecamp have a pretty low key reporting approach, here he gives an example of the 'why' of tagging emails.

Seasonal Support Stories

Support professionals share encouraging true tales of seasonal support success.

Never miss a conversation with Help Scout’s Slack integration

Centralize and streamline communication across teams with Help Scout's Slack integration.

How MeUndies Are Providing Excellent Support

MeUndies, an ecommerce underwear retailer, explain how they prepare for battle with seasonal support queues.

6 Tips for Mastering Customer Service During the Holiday Rush

Be proactive and make a plan before the holiday rush hits, and you’ll be ready to provide great customer service, no matter what challenges come your way.

24/7 Support Using Help Scout’s Mobile App

Keep up with your customers, or you want to start providing 24/7 support coverage, it’s important to have a mobile version of your help desk.

Thrive Through Busy Times by Studying Your Support History

Customer service consultant Adrian Swinscoe outlines a 7-step plan for quick, low-effort improvements that will help customer service teams thrive through busy periods.

Why Support Teams Must Stake a Claim to Revenue

Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.

The Real Recipe for Customer Service

True customer focus requires the involvement of the whole team, not just support. Support-driven growth is the path to greater customer experiences.

How SaaS Companies Can Structure Customer Facing Teams for Support and Success

Chris Bowler helps you think through how to organize SaaS support and success teams.

Being a Customer-Centric Company Is About Action, Not Buzzwords

Customer-centric companies focus every part of the business on their customers. Help Scout’s founders explain how they think about customer service in their different roles.

6 Steps to Creating a Customer-Focused Culture

Having highly skilled customer service staff is not enough to succeed. Here's how to build a company wide culture of service.

Help Document Design for Non-Designers

Simple design principles to make your help documentation clearer, more scannable and more effective.

Why Knowledge Bases Matter

You can provide great customer service without a help desk, but nothing replaces a well-written and architected knowledge base.

How Campaign Monitor Redesigned Their Knowledge Base

When you're managing a knowledge base, writing great content is only part of the job. Producing a successful knowledge base means acquiring a whole set of new skills.

7 Tips for Creating a Knowledge Base

Support Driven experts share their hard earned knowledge base advice for those building out a new KB, and for those who want to take their knowledge base to the next level.

Revamp Your Knowledge Base Architecture

Redesign your knowledge base and create a better customer experience.

8 Tips for How to Approach Cross-Cultural Customer Support

How can you best support customers whose first language isn’t English?

How to Create a Customer-Centric Company that People Love

Creating a customer-centric company is a top priority for businesses looking to thrive in today's customer-first world.

How to Create Video for Your Help Docs

Videos help you educate customers and show them tricky features without wading through tons of text. Learn how to create help videos.

4 Knowledge Base Examples That Get It Right

A knowledge base can be your customer’s self service guide through your product, but not if your help content is mediocre.

How to Write an Effective Knowledge Base Article

A knowledge base can be your customer’s self service guide through your product, but not if your help content is mediocre.

6 Ways to Get More Mileage out of Your Help Content

As you add value to your product, continue adding value to your help docs. These tips will ensure your customer support content is helpful and useful.

Outsourcing Support the Right Way

Have you dismissed outsourcing for customer support? Learn how outsourcing could help you take your service to new heights.

Design Your Knowledge Base Like A Product

Create better help docs that enable your customers to get answers 24/7 even when your support team is offline.

Empower Your Customers With Self-Service, Chat and Help Desk Support

Stop being the gatekeeper to your clients’ success. Use self-service, chat and your help desk to help your customers succeed.

8 Best Practices for Designing a Helpful Contact Page

Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right.

Why Your Customer Service Sucks

Is it that people who work in customer service are lazy? That they just don’t care? Or have repeated telephone cord near-strangulations damaged some critical part of their brain? Perhaps.

Speed Up Support with Simple Automations

Automate your customer support processes to gain insights and save time. Here’s how.

How to Apologize: 5 Elements of a Successful ‘I’m Sorry’

The ability to apologize effectively is a customer service superpower, and you don’t even need to be bitten by a radioactive animal to develop it.

5 Habits to Rethink When You Become a Support Manager

When you’re promoted to customer service manager, you’ll need to rethink some of the habits that made you a great support representative.

You Don’t Need a Help Desk

“You can provide great customer service without a help desk.”

Support 101: Don’t Make These 3 Live Chat Mistakes

Whether you’re considering live chat or already providing it, don't make these rookie mistakes.

How Customer Support Teams Can Maximize Seasonal Downtime

Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.

Take It or Leave It: What Help Desk Data Should You Migrate?

Switching help desks can be a real pain, but it’s also an opportunity to improve your support team’s processes, get rid of clutter, and create new habits that make your life easier.

The Challenge With Chat

“Live chat customer service is hard to do well, but with the right execution, it can bring big benefits to your business.”

How to Organize With Tags

Help desk tags let you categorize conversations, monitor trends, and trigger automated actions. But what are the questions to ask before you designate your tags?

The Future of Customer Support

Industry leaders weigh in on emerging trends in the customer support industry, including self-service, chatbots, and the role of humans in 2017 and beyond.

Mastering Conversations in Help Scout

Tips for mastering conversations in Help Scout's help desk.

5 Customer Service Tips for Early-Stage Startups

How to offer great customer service when your startup is still small

Growing a Successful and Rewarding Career in Customer Support

Believe it or not, there are exciting career paths in customer service and customer support that pay well and develop a variety of skill sets no other industry can offer.

How to Eliminate High-Effort Customer Experiences

Go beyond satisfied customers and create real customer loyalty by finding and eliminating high-effort experiences.

Old-School Customer Service: The Butcher Shop

What do small-town, brick-and-mortar businesses have to teach modern customer success and support teams?

Support 101: How to Have Difficult Conversations

Communicating bad news to customers can be complicated, but following a few basic guidelines will ensure you say it right the first time and every time.

4 Easy and Effective Ways to Invest in Your Customers

Fostering an environment where customers feel loyal to you and your business is a wise investment in the future of your company.

Writing the Perfect Customer Service Résumé Is Easier Than You Think

“Learn what customer service managers look for in a résumé and how to make yours stand out.”

How to Break Up With Abusive Customers

When an abusive customer is making life miserable for your support team, it’s time to let them go. Here’s the playbook.

Messaging Is So Hot Right Now

“How do messaging applications fit in with your email, live chat or other support channels? Should it replace or augment your support options?”

Best Practices for Live Chat Support

Make your live chat work for your customers and your team by setting them up for success from the start.

How to Communicate With Customers During an Outage

Downtime is inevitable. Make sure your customer support team is prepared.

Company Support

One customer support pro finds that it's not enough to discover what you love doing - you have to find a company that loves what you do too.

Your Customers Don’t Love You As Much As You Do

You may hold a high opinion of your company, but on average most of your customers think you’re just OK.

The ROI of Thanking Your Customers

The ROI of thanking your customers is tantamount to the ROI of word-of-mouth. Here’s proof … and what to do about it.

The ‘I’ in customer service ROI

“Investing in ROI for customer service covers more than salaries and tools. Mat talks about the importance of leadership in ROI.”

What's In A Name?

Sometimes telling a customer what you can and cannot do without trying to sweeten your answer is exactly what they want.

Step-By-Step Guide to Measuring Customer Service ROI

A practical approach to developing smaller, more measurable customer service ROI figures.

Why ROI Matters for Customer Service

Part one of a two-part series on customer service ROI, why you need it, and a detailed breakdown on how to measure it.

What My Mechanic Taught Me About Customer Service

4 customer service lessons from a pro who treats people right, and keeps them coming back for decades.

Customer Support Trends 2017

​​The 5 most common predictions for customer support in 2017, from social support through to AI and chatbots, with helpful resources.

Customer Health

When you take the time to learn the background behind a customer's question, you learn that compassion and empathy make the biggest difference.

School of Support: Taking the Right Tone

Communicating tone online is hard, especially in customer support. Follow a few best practices and you'll say it right the first time and every time.

Scaling Customer Service on a Growing Team

You've got great customer service, but how do ensure quality as your company grows? Growth brings challenges you need to prepare for.

Save Time With Saved Replies

Use saved replies to reduce repeat tasks by creating templates you can use for common customer support queries.

How You Can Improve Security

What's the balance between being helpful and being secure? We discuss ways to close the customer service security hole.

Time Saving Search Tips

Search is the quickest way to find customers, conversations and knowledge base articles in your help desk account.

Surprising Friendship

When you go the extra mile for a customer, often you end up gaining more than just their loyalty - you can also make a new friend.

How 3 Nonprofits Approach Customer Service

Customer service at nonprofits is often a function rather than a department, so success depends on keeping their tools and processes as simple as possible.

The 5 People You Meet In Support

Every support team needs these five personality types to provide good customer service.

Make Your Help Content Accessible In-App

Making your help content available inside your app helps customers keep problem solving momentum. Here’s how to set it up without hours of development time.

Chatbot Check-in: Are Robots Coming for Your Customer Service Job?

What's the state of the chatbot industry and should we worry that robots coming to take our customer service jobs?

How to Become a Data-Driven Support Pro

Using data in customer support doesn't have to be scary. Learn how to be data-driven and leverage analytics and reports in customer support.

Make notes more powerful with workflows

Using your help desk automation to make notes more efficient for your customer support team.

Using Trello as a Shared Support Brain

How to keep track of support issues and updates in Trello.

The 29 Best Tools and Resources for Customer Support Professionals

A comprehensive list of customer service tools and resources for support professionals to build on their knowledge and connect with others in the field.

Streamlining Customer Conversations

Organize your customer conversations based on their status or group and move them to those buckets based on what needs to be done.

Strangers on a Train

It isn't so much that I was able to help this customer, but that we were able to work together in tandem to solve his problem.

Using Failed Searches to Improve Your Help Content

Failed knowledge base searches are a useful source for learning how to improve your help content.

The New Definition of Customer Support

The definition of customer support has changed over time, but today good customer support benefits both customers and the companies that provide it.

Categorizing Your Knowledge Base and Integrating with Onboarding

Keep your knowledge base updated while reducing busy work by organizing how-to articles into high level categories.

Building Your Customer Support Funnel

Learn the 4 stages of the customer support funnel, and you can use it to retain customers.

Scheduling Reminders for Ongoing Conversations

Don’t let ongoing customer conversations get lost in your help desk. Use tags and workflows to set reminders to follow up.

Honest Mistake

Everyone makes mistakes, but when you can help your customer fix one of their own, it can make your day too.

Aligning Sales and Support for Long-Term Growth

When sales and customer service work together, they succeed by giving the customer a better experience.

Integrate for Efficiency

Improve the efficiency of your help desk by integrating your help desk with other apps and services.

Best Part of the Day

With every interaction in customer support, you have the opportunity to be the best part of that person's day.

Switching Help Desks Doesn't Have to be a Nightmare

Switching to a new help desk can be tricky, but it’s a chance to organize your support department and step up your customer service game.

Talking Customer Success with Ryan Engley

What is customer success and how does it drive business growth? Ryan Engley of Unbounce shares his thoughts on the value of creating successful customers.

Use Tags to Delight Your Customers

You can use tags to organize support conversations to discover easy wins in the product that will delight your customers.

Optimizing Your Help Desk Setup

If you’re implementing a new help desk, or optimizing your existing setup, follow this checklist to ensure it goes smoothly for your customers and your team.

Nobody Wants to Provide Poor Customer Service

Complex software solutions, misconceptions about customer support and lack of engagement are causing your team to provide poor customer service.

Stop Defending Customer Support

Careers in customer service and support offer better salaries and carry more clout than ever before. Learn how to grow your career by elevating the profession itself.

What’s Your Support Stack?

No help desk can truly be a one-size-fits-all solution. Take an inside look at the tools these 5 support teams use to do their jobs.

Improve Your Customer Experience by Fixing Its Faults

A good customer experience strategy focuses on reducing unpleasant surprises, rather than delivering delight.

Real Talk

Sometimes telling a customer what you can and cannot do without trying to sweeten your answer is exactly what they want.

4 Ways to Find Meaningful Opportunities in Customer Support

To spot high-upside opportunities in customer service, be sure to use these 4 practical frameworks.

The Surprisingly Simple Way to Improve Employee Retention in Customer Support

Customer support is fighting a negative public perception, and high turnover rates, but there is a solution and it takes less work than you think.

How to Set Up Your Customer Support Department from Scratch

From hiring a team to setting up tools and processes, these are are the building blocks of a great customer support department.

9 Tips to Improve Your Customer Support Game

Tips on providing better customer support from experienced customer support professionals

Create Value With the Support Data You Already Have

Show your company the value of customer support using data you already have.

Support, Sales, and Marketing Need to Work in Harmony

Three ways to get your support, sales, and marketing teams working together effectively.

How to Talk to Your Angriest Customers

Being able to assess and address customer complaints is key to providing great customer service.

Supporting Customers in a Foreign Language

7 tips for providing multilingual customer support

7 Ways to Show Customers You Care

Customer appreciation can be somewhat of a lost art, but smart businesses know that caring gestures turn customers into loyal advocates.

7 Times Excellent Customer Service Was Delivered Over Email

Can excellent customer service really be delivered over email? These 7 examples say yes!

15 Tips from World-Class Customer Service Teams

The best customer service tips can only come from world-class teams. Here are 15 tips for delighting your customers.

The 27 Best Customer Service Books

The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company.

How to Handle Support During Company-Wide Events

When your company is enjoying some downtime during a retreat or holiday, how should you manage support?

Track Requests to Keep Customers Coming Back

Telling customers to “keep an eye out” for updates puts the onus on them—not cool. Instead, be proactive and follow up after you’ve fixed a bug they reported or built a feature they wanted.

How Top Customer Service Teams Measure Performance

Customer service metrics are easy to measure, but what exactly should you track and how should you report on it?

Solving Problems Outside Your Domain

Sometimes, due to forces beyond your control, you have to solve customer problems that your product or site didn't create.

How to Handle the Trickiest Support Scenarios

You can't anticipate every tough customer conversation, but it never hurts to be prepared as best you can.

How to Determine What Your Customer Really Needs

Take the right steps to reach solutions that solve your customers’ core problems.

Hiring for Support? Make the Most of Your Interviews.

You only get one chance to conduct a great interview. Follow these tips to ask more creative, revealing questions.

5 Big Lessons Support Managers Wish They’d Learned Sooner

What the best support leaders wish they’d known when they first took the helm.

7 Tips on How to Say No to Customers

Keep customers happy even when you can’t give them everything they want.

7 Smart Ideas for Managing the Customer Support Queue

When customer support volume grows, you’ll need a plan to better manage the queue. Here are seven ideas to try.

Supercharge Your Support With Data-Driven Smarts

Understanding the psychology behind setting and meeting goals will help you focus on what matters and improve productivity.

Giving Great GIFs for Better Support

GIFs are good for more than a quick laugh—they’re also an effective tool to deliver great support.

Customer Support People Need Care, Too

Customer support roles require a lot of resilience, even if you're completely in love with your job.

Handling the Curveballs of Customer Support

Practical guides for handling tricky customer service situations including saying not a request and refusing a refund.

Content Is Customer Success

​​In the competitive rat race that is “content,” has solving for the customer become a mere footnote?

Don’t Leave Your Support Team Flying Blind

While reporting on customer support is important, there’s more to it than just the numbers.

How to Recover After a Long Day of Support

Working in customer service can be emotionally exhausting. Giving support staff feedback sessions and time away from the queue can rebuild their resilience.

Everyone Should Be Feeling the Customer’s Pain

Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience.

The Personality that Succeeds in Customer Support

To succeed in support takes a special set of skills including listening, showing understanding, action taking, empathy and a little creativity.

Harsh Truths That Will Make You a Better Support Rep

Customer support isn’t all gifs and happiness. Greg shares a more realistic perspective on the difficult, important work of the customer service team.

Using the Customer Service Tone

​​Conversation is rarely back or white. Your tone, both written and spoken, creates many shades of gray.

The Right (and Wrong) Way to Handle a Company Crisis

What to do, and what NOT to do when things go wrong Learn with practical examples from Buffer, HMV and Adobe.

8 Companies with Exceptional Customer Service

8 inspiring stories of exceptional customer service from companies including Trader Joe’s, Buffer, Ritz-Carlton, and JetBlue.