Get a broader view on the customer service and support industry with The Supportive, a monthly series by Mat at Help Scout.

In this month’s Supportive, Emily Triplett Lentz steps in for Mat Patterson to interview Help Scout CEO Nick Francis about the challenges of chat support.


The challenge with chat support

Free PDF: Choosing the Right Support Channels for Your Business

Free PDF: Choosing the Right Support Channels for Your Business

It’s better to excel at a few channels than to spread your team thin and provide poor service. Download this simple, free guide to choosing the best customer support channels for you and your customers.

Chat best practices

Examples of chat innovations

Live chat is coming to Help Scout! If you aren’t a customer, but you would like to be notified when we launch the next version of Beacon, sign up and we’ll keep you in the loop. Email me when Beacon 2.0 launches!🎉
Emily Triplett Lentz

Emily Triplett Lentz

Emily is the blog editor at Help Scout, the invisible help desk that helps you build a company your customers love with more human, more helpful customer support tools.

Help Scout gives you the tools to serve customers in the most human, helpful way.

Better experience for your customers, fewer headaches for your team. You'll be set up in minutes.

“We ended up going with Help Scout because their support is really great. It's in line with our values and how we want support to be for our customers.” — Kristin Aardsma, Head of Support