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 we’re talking about messaging applications and their role in customer support. After you’ve watched the short video, check out the links below for some useful context.


Messaging and customer service

Related: 15 Keys to Understanding Live Chat Software

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Understanding the messaging landscape

Mathew Patterson

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, the invisible help desk software. Learn how Help Scout takes the headache out of email support.

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

Chat + Messaging

Understand the impact of chat bots, live chat and messaging services on how you provide customer service. Learn how to effectively plan and implement live chat and messaging channels for your support team.

8 posts 5 authors


Messaging Is So Hot Right Now

Mathew Patterson

Mathew Patterson 2 min read



Best Practices for Live Chat Support

Mathew Patterson

Mathew Patterson 5 min read


How to Scale Live Chat Support

Sarah Chambers

Sarah Chambers 8 min read


Optimizing Your Help Desk Setup

Mathew Patterson

Mathew Patterson 5 min read