See Help Scout in action Reserve my spot

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

Investing in customer service means more than paying salaries and providing desks for your support team. Truly customer-centric companies invest in the customer experience across all parts of their business, starting at the top with leaders who are willing to look beyond short-term gains to create long-term customer success.

Help U: The Complete Guide to Customer Service ROI

Read Parts 1 and 2 in this series to learn more about customer service ROI and how to measure it:

Understanding customer service investment

Get insights that drive results without the overhead. Try Help Scout FREE today >>

Do you measure customer service ROI?

Do you have questions about the investment or the return on that investment, or do you have stories to share? We can all learn from each other’s approaches and together help elevate the work of customer service teams.

Mathew Patterson

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

Playlist

Measuring Customer Support

What should customer service teams measure, and how should they report it? How to find, select and use support data to inform your team, influence your company and ultimately better serve your customers.

7 posts 5 authors

01.

Why Your Customer Service Sucks

Mathew Patterson

Mathew Patterson 4 min read

02.

The ROI of Thanking Your Customers

Emily Triplett Lentz

Emily Triplett Lentz 9 min read

03.

Don’t Leave Your Support Team Flying Blind

Gregory Ciotti

Gregory Ciotti 10 min read

05.

The ‘I’ in customer service ROI

Mathew Patterson

Mathew Patterson 2 min read

Reading