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

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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

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

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.

9 posts 6 authors


The ROI of Thanking Your Customers

Emily Triplett Lentz

Emily Triplett Lentz 9 min read


Don’t Leave Your Support Team Flying Blind

Gregory Ciotti

Gregory Ciotti 10 min read


The ‘I’ in customer service ROI

Mathew Patterson

Mathew Patterson 2 min read



Why Your Customer Service Sucks

Mathew Patterson

Mathew Patterson 4 min read


Why Support Teams Must Stake a Claim to Revenue

Mathew Patterson

Mathew Patterson 11 min read