Playlist

Leading a Support Team

Heading up a support team requires a mix of interpersonal skills, business management, motivation, and education. Learn the skills you need to effectively lead your customer service team into the future.

12 posts 10 authors

01.

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.

Emily Triplett Lentz 6 min read

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02.

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.

Emily Triplett Lentz 5 min read

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03.

5 Ways to Create a Customer-Oriented Culture

Help Scout 3 min read

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04.

5 Ancient Roman Lessons for Conquering Support

How did the Roman Empire expand so effectively without collapsing? Sarah Chambers shares 5 ancient lessons to help you scale up your service.

Sarah Chambers 10 min read

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05.

Smooth Moves: Migrating a Customer Query Between Support Channels

How to smoothly move a conversation from one channel to another without upsetting your customer.

Mathew Patterson 6 min read

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06.

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?

Alex Edwards 6 min read

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07.

How to Quickly Scale Your Customer Service | Help Scout webinars

Looking to scale your support team after overnight success? Check out our webinar with Kickstarter and Lovepop!

58 min read

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08.

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.

Jess Byrne 8 min read

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09.

How to Eliminate High-Effort Customer Experiences

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

Viktor Magic 10 min read

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10.

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.

Mathew Patterson 3 min read

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11.

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.

Lance Conzett 8 min read

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12.

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.

Brittany Ferguson 8 min read

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