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Diversity and Inclusion at Help Scout: 2019 Update

culture Diversity and Inclusion at Help Scout: 2019 Update

Create a Winning Customer-Centric Marketing Strategy

Customer Service Create a Winning Customer-Centric Marketing Strategy

Release Notes: Private Docs Sites, Mailbox API Updates + More

product Release Notes: Private Docs Sites, Mailbox API Updates + More

4 Outstanding Value Proposition Examples to Consider

growth 4 Outstanding Value Proposition Examples to Consider

Release Notes: Drag and Drop, Plus More Emoji Support in Beacon

product Release Notes: Drag and Drop, Plus More Emoji Support in Beacon

Elevate Your Team With an Inspiring Customer Service Philosophy

Customer Service Elevate Your Team With an Inspiring Customer Service Philosophy

The Value of Taking a Sabbatical

culture The Value of Taking a Sabbatical

The Technical Debt Myth

culture The Technical Debt Myth

Release Notes: Channel-Based Reports Are Rolling Out!

product Release Notes: Channel-Based Reports Are Rolling Out!

8 Internal Communication Tools to Boost Collaboration

growth 8 Internal Communication Tools to Boost Collaboration

Release Notes: Beacon Improvements + New Integrations

product Release Notes: Beacon Improvements + New Integrations

Making (and Breaking) the Help Scout Brand

growth Making (and Breaking) the Help Scout Brand

Behind the Scenes: The Design of Beacon

product Behind the Scenes: The Design of Beacon

Why Customer Relations Are Vital to Your Business

Customer Service Why Customer Relations Are Vital to Your Business

Release Notes: Beacon Modes, Chat Commands, and Lots More

product Release Notes: Beacon Modes, Chat Commands, and Lots More

10 Ways to Deliver Good Customer Service

Customer Service 10 Ways to Deliver Good Customer Service

Growing Brands By Empowering Communities

Customer Service Growing Brands By Empowering Communities

The Value of Face Time in a Remote Company

culture The Value of Face Time in a Remote Company

Release Notes: Emojis, PHP Client Update + More

product Release Notes: Emojis, PHP Client Update + More

16 Customer Service Skills that Every Employee Needs

Customer Service 16 Customer Service Skills that Every Employee Needs

ICYMI: Our Favorite Reads From 2018

culture ICYMI: Our Favorite Reads From 2018

A Year of Experiments

growth A Year of Experiments

Is Free Help Desk Software Right For You?

Customer Service Is Free Help Desk Software Right For You?

Release Notes: Saved Replies for Chat, Accessibility Improvements + More

product Release Notes: Saved Replies for Chat, Accessibility Improvements + More

What Remote Companies Can Teach About Asynchronous Communication

culture What Remote Companies Can Teach About Asynchronous Communication

Sales as a Service

growth Sales as a Service

Release Notes: Chat Notification + Beacon API Updates

product Release Notes: Chat Notification + Beacon API Updates

How Email Management Software Improves Customer Support

Customer Service How Email Management Software Improves Customer Support

Making Content More Inclusive

culture Making Content More Inclusive

How to Recruit Like a Human

culture How to Recruit Like a Human

The Business Case for Support-Driven Growth

growth The Business Case for Support-Driven Growth

Release Notes: Reply as Alias, Mailbox Bcc, and Beacon Improvements

product Release Notes: Reply as Alias, Mailbox Bcc, and Beacon Improvements

What Is Contextual Support, and Why Is It Critical to Live Chat Software?

product What Is Contextual Support, and Why Is It Critical to Live Chat Software?

How Our Design Team Collaborates Remotely

culture How Our Design Team Collaborates Remotely

What Is Support-Driven Growth?

Customer Service What Is Support-Driven Growth?

Release Notes: Beacon is Available, Copy Saved Replies, Multiple Webhooks + More

product Release Notes: Beacon is Available, Copy Saved Replies, Multiple Webhooks + More

The Magic of One-to-Many Customer Support

product The Magic of One-to-Many Customer Support

How to Fire a Customer

Customer Service How to Fire a Customer

Diversity and Inclusion at Help Scout: 2018 Update

culture Diversity and Inclusion at Help Scout: 2018 Update

Everything You Need to Know About Implementing a Price Increase

growth Everything You Need to Know About Implementing a Price Increase

How to Stand Out in a Crowded Market

growth How to Stand Out in a Crowded Market

What’s the Difference Between Customer Support and Customer Success?

Customer Service What’s the Difference Between Customer Support and Customer Success?

What’s the Difference Between Customer Service and Customer Support?

Customer Service What’s the Difference Between Customer Service and Customer Support?

What’s the Difference Between Customer Service and Customer Experience?

Customer Service What’s the Difference Between Customer Service and Customer Experience?

How to Foster Inclusivity at Your Company

culture How to Foster Inclusivity at Your Company

How to Deal With ’Tightwad’ Customers

Customer Service How to Deal With ’Tightwad’ Customers

Release Notes: Huzzah Stickers, Beacon News, and Support Driven Donuts

product Release Notes: Huzzah Stickers, Beacon News, and Support Driven Donuts

The Art of Negotiation

culture The Art of Negotiation

Beacon is in Beta!

product Beacon is in Beta!

How to Deal with Difficult Customers

Customer Service How to Deal with Difficult Customers

How We Approach Employee Compensation

culture How We Approach Employee Compensation

Release Notes: Mailbox API 2.0, Mailchimp, and Bacon Bits

product Release Notes: Mailbox API 2.0, Mailchimp, and Bacon Bits

What We’ve Learned Building a Remote Culture

culture What We’ve Learned Building a Remote Culture

Customer Intimacy: How to Maintain It at Scale

growth Customer Intimacy: How to Maintain It at Scale

Release Notes: GDPR, Beacon 2.0, and Notification Updates

product Release Notes: GDPR, Beacon 2.0, and Notification Updates

How to Rebuild Customer Loyalty After a Data Security Breach

Customer Service How to Rebuild Customer Loyalty After a Data Security Breach

Beacon 2.0 Preview: The User Interface

product Beacon 2.0 Preview: The User Interface

8 Ways to Improve Your Company’s Customer Experience Strategy

Customer Service 8 Ways to Improve Your Company’s Customer Experience Strategy

4 Ways to Keep Ambitious Support Team Members Engaged

Customer Service 4 Ways to Keep Ambitious Support Team Members Engaged

Release Notes: Invoices, Multi-Mailbox Conversations, and Huzzahs

product Release Notes: Invoices, Multi-Mailbox Conversations, and Huzzahs

Need a CRM? Consider These Tips First

growth Need a CRM? Consider These Tips First

Beacon 2.0 Preview: Introducing Chat

product Beacon 2.0 Preview: Introducing Chat

22 Customer Retention Strategies that Work

Customer Service 22 Customer Retention Strategies that Work

7 Ways to Improve your Online Customer Service

Customer Service 7 Ways to Improve your Online Customer Service

How to Create Reports That Drive Results

product How to Create Reports That Drive Results

Writing Support Emails: A Style Guide

Customer Service Writing Support Emails: A Style Guide

The HIPAA-Compliant Help Desk Software You Can Trust

Customer Service The HIPAA-Compliant Help Desk Software You Can Trust

Release Notes: Private Collections, Shortcuts, and Mailbox API 2.0

product Release Notes: Private Collections, Shortcuts, and Mailbox API 2.0

Inbox Zero: The Fast, Empathetic Way to Get Your Team There

Customer Service Inbox Zero: The Fast, Empathetic Way to Get Your Team There

10 Essential Tactics for Creating Valuable Customer Surveys

Customer Service 10 Essential Tactics for Creating Valuable Customer Surveys

9 Tips for Delivering Time-Sensitive Customer Service Fast

Customer Service 9 Tips for Delivering Time-Sensitive Customer Service Fast

The Psychology of Color in Marketing and Branding

growth The Psychology of Color in Marketing and Branding

Customer Loyalty Programs That Stick [Research]

Customer Service Customer Loyalty Programs That Stick [Research]

12 Phrases to Improve Every Support Interaction

Customer Service 12 Phrases to Improve Every Support Interaction

How to Determine Your Company’s Multichannel Customer Support Strategy

product How to Determine Your Company’s Multichannel Customer Support Strategy

Beacon 2.0 Preview: What’s New

product Beacon 2.0 Preview: What’s New

9 Experiential Marketing Examples: How to Attract Customers with Interactive Experiences

Customer Service 9 Experiential Marketing Examples: How to Attract Customers with Interactive Experiences

The Good and the Bad of Shared Inboxes for Teams

Customer Service The Good and the Bad of Shared Inboxes for Teams

Why Shared Email Fails for Customer Support

Customer Service Why Shared Email Fails for Customer Support

Release Notes: Referral Program, Fivetran Integration, and Lots of Updates

product Release Notes: Referral Program, Fivetran Integration, and Lots of Updates

The 8 Best Ways to Collect Customer Feedback

Customer Service The 8 Best Ways to Collect Customer Feedback

How to Tell It’s Time to Ditch Your Shared Email Inbox

Customer Service How to Tell It’s Time to Ditch Your Shared Email Inbox

The Best Customer Support, Service, Success, and Experience Conferences for 2018

Customer Service The Best Customer Support, Service, Success, and Experience Conferences for 2018

15 Keys to Understanding Live Chat Software

Customer Service 15 Keys to Understanding Live Chat Software

Performing Advanced Analytics on Your Help Scout Data with Fivetran

product Performing Advanced Analytics on Your Help Scout Data with Fivetran

The Next Frontier in Customer Support

product The Next Frontier in Customer Support

Why We Don’t Call Them ‘Support Tickets’

product Why We Don’t Call Them ‘Support Tickets’

Help Scout’s 12-Step Remote Hiring Process

culture Help Scout’s 12-Step Remote Hiring Process

Release Notes: December

product Release Notes: December

5 Ways Your Small Business Can Impress First-Time Customers

Customer Service 5 Ways Your Small Business Can Impress First-Time Customers

Customer Service + Marketing=Improved Customer Experience

Customer Service Customer Service + Marketing = Improved Customer Experience

Advice from FlexJobs: The Ins and Outs of Remote Work

culture Advice from FlexJobs: The Ins and Outs of Remote Work

Release Notes: November

product Release Notes: November

Flexible Working is a Win-Win for Employees and Companies Alike

culture Flexible Working is a Win-Win for Employees and Companies Alike

7 Customer-First Companies to Shop With This Season

growth 7 Customer-First Companies to Shop With This Season

How to Snag — and Succeed at — a Remote Customer Service Job

Customer Service How to Snag — and Succeed at — a Remote Customer Service Job

4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

growth 4 Pro Tips for Successful Holiday Email Campaigns (That Won’t Annoy Your Subscribers)

6 Tips to Keeping Your Remote Team Connected

culture 6 Tips to Keeping Your Remote Team Connected

Release Notes: October

product Release Notes: October

7 Quick-and-Dirty Tips to Boost Holiday Sales

growth 7 Quick-and-Dirty Tips to Boost Holiday Sales

How (and Why) You Should Respond to Positive Online Reviews

growth How (and Why) You Should Respond to Positive Online Reviews

How to Write Conclusions That Don’t Suck

growth How to Write Conclusions That Don’t Suck

Delivering Amazing Customer Service While Drinking Through a Fire Hose

Customer Service Delivering Amazing Customer Service While Drinking Through a Fire Hose

Let’s Bring This Show on the Road: 9 Tips for Working While You Travel

growth Let’s Bring This Show on the Road: 9 Tips for Working While You Travel

The Truth About AI in Customer Service

growth The Truth About AI in Customer Service

How to Turn Negative Reviews Into New Customers

growth How to Turn Negative Reviews Into New Customers

The Digital Nomad’s Toolkit for Staying Productive

growth The Digital Nomad’s Toolkit for Staying Productive

Listen While You Lead: 3 Unexpected Lessons for New Managers

growth Listen While You Lead: 3 Unexpected Lessons for New Managers

How E-Commerce Companies Use Multiple Instances to Manage Different Customer Groups

product How E-Commerce Companies Use Multiple Instances to Manage Different Customer Groups

Release Notes: August

product Release Notes: August

Why You Should Set Big Goals (Even If You Might Not Hit Them)

growth Why You Should Set Big Goals (Even If You Might Not Hit Them)

Why Data Integrity is Crucial in Customer Service

growth Why Data Integrity is Crucial in Customer Service

8 Cringeworthy Customer Service Stories

growth 8 Cringeworthy Customer Service Stories

How to Maintain Your Health as a Digital Nomad

growth How to Maintain Your Health as a Digital Nomad

3 Simple Automations That Free Your Support Team From Tedious Tasks

Customer Service 3 Simple Automations That Free Your Support Team From Tedious Tasks

Parting Ways With a Remote Team Member

growth Parting Ways With a Remote Team Member

8 ‘Slack Hacks’ for Reducing Information Anxiety

growth 8 ‘Slack Hacks’ for Reducing Information Anxiety

Release Notes: July

product Release Notes: July

10 Lessons We Learned About Telling Customer Stories

growth 10 Lessons We Learned About Telling Customer Stories

How Building a Community Can Supercharge Your Customer Service

Customer Service How Building a Community Can Supercharge Your Customer Service

How to Handle Conflict on Remote Teams

growth How to Handle Conflict on Remote Teams

Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse

growth Building a Mission-Driven Brand: Q&A With Ryan Carson of Treehouse

What I Learned About Customer Service While Working at A Bookstore

Customer Service What I Learned About Customer Service While Working at A Bookstore

Diversity and Inclusion at Help Scout

growth Diversity and Inclusion at Help Scout

Portrait of a Post: Illustrating the Help Scout Blog

growth Portrait of a Post: Illustrating the Help Scout Blog

5 Benefits of Integrating HubSpot + Help Scout

product 5 Benefits of Integrating HubSpot + Help Scout

Release Notes: June

product Release Notes: June

Is Customer Satisfaction the Wrong Goal?

growth Is Customer Satisfaction the Wrong Goal?

Building Lifetime Customers: Q&A with Holly Liu of Kabam

growth Building Lifetime Customers: Q&A with Holly Liu of Kabam

Airlines in Search of Customer Loyalty Need to do More Than Improve Service

growth Airlines in Search of Customer Loyalty Need to do More Than Improve Service

How to Manage a Remote Content Marketing Team

growth How to Manage a Remote Content Marketing Team

Customer Happiness Shouldn’t Be a Novelty

Customer Service Customer Happiness Shouldn’t Be a Novelty

Release Notes: May

product Release Notes: May

Employee Onboarding Best Practices

culture Employee Onboarding Best Practices

How Our Remote Team Stays Aligned With ‘Town Hall’ Meetings

growth How Our Remote Team Stays Aligned With ‘Town Hall’ Meetings

What Does It Mean to be ‘Customer Service Oriented?’

growth What Does It Mean to be ‘Customer Service Oriented?’

How Our Remote Support Team Collaborates

Customer Service How Our Remote Support Team Collaborates

Phone Support: Call it a Comeback

Customer Service Phone Support: Call it a Comeback

200,000 Customer Conversations Later: What I Wish I’d Known From Day One

Customer Service 200,000 Customer Conversations Later: What I Wish I’d Known From Day One

Help Desk Tip #15: How to Organize With Tags

tips Help Desk Tip #15: How to Organize With Tags

How Smart Retailers Are Using Customer Service to Drive Loyalty

growth How Smart Retailers Are Using Customer Service to Drive Loyalty

How to Maintain Team Culture During Stressful Times

growth How to Maintain Team Culture During Stressful Times

Help Desk Tip #13: Empower Your Customers With Self-Service, Chat and Help Desk Support

tips Help Desk Tip #13: Empower Your Customers With Self-Service, Chat and Help Desk Support

Release Notes: April

product Release Notes: April

The Art and Science of Getting into the Flow

growth The Art and Science of Getting into the Flow

6 Questions to Ask Before You Email Your Customers

growth 6 Questions to Ask Before You Email Your Customers

Becoming a Digital Nomad: the Good, the Bad, and the Ugly

growth Becoming a Digital Nomad: the Good, the Bad, and the Ugly

Leverage Customer Experience to Go From Side Hustle to Full-Time Business

growth Leverage Customer Experience to Go From Side Hustle to Full-Time Business

Release Notes: March

product Release Notes: March

Watch Productivity Skyrocket with Jira + Help Scout

product Watch Productivity Skyrocket with Jira + Help Scout

How to Knock Your Virtual Job Interview Out of the Park

culture How to Knock Your Virtual Job Interview Out of the Park

The Psychology Behind the Perfect Customer Interview

growth The Psychology Behind the Perfect Customer Interview

Release Notes: February

product Release Notes: February

Customer Service Question and Answer Library

growth Customer Service Question and Answer Library

Salesforce, Meet Help Scout

product Salesforce, Meet Help Scout

It’s Never a ‘Normal’ Month

growth It’s Never a ‘Normal’ Month

How to Write the Perfect Interview Thank-You Email

growth How to Write the Perfect Interview Thank-You Email

Creating a Successful Style Guide for Your Brand

product Creating a Successful Style Guide for Your Brand

Release Notes: January

product Release Notes: January

Avoid Burnout by Evaluating New Opportunities

Customer Service Avoid Burnout by Evaluating New Opportunities

Reimagine Project Constraints as a Blank Canvas

growth Reimagine Project Constraints as a Blank Canvas

How to Work a 40-Hour Week

growth How to Work a 40-Hour Week

The Value of Doing Things That Scare You

growth The Value of Doing Things That Scare You

Release Notes: December

product Release Notes: December

How to Build a Great Business

growth How to Build a Great Business

Staff Picks: Our Favorite Posts From 2016

growth Staff Picks: Our Favorite Posts From 2016

9 Customer Champions Who Received Great Customer Service

Customer Service 9 Customer Champions Who Received Great Customer Service

New Feature: @mentions are live in Help Scout

product New Feature: @mentions are live in Help Scout

How to Write a Killer Customer Thank-You Note

Customer Service How to Write a Killer Customer Thank-You Note

9 Unique and Budget-Friendly Ways to Thank Your Customers

growth 9 Unique and Budget-Friendly Ways to Thank Your Customers

Building a Community Around Your Business

growth Building a Community Around Your Business

Release Notes: November

product Release Notes: November

9 Unique Holiday Gifts from Independent Sellers We Love

growth 9 Unique Holiday Gifts from Independent Sellers We Love

Giving Thanks to Customer Champions Everywhere

Customer Service Giving Thanks to Customer Champions Everywhere

Company Retreat Activities Your Team Will Actually Enjoy

culture Company Retreat Activities Your Team Will Actually Enjoy

Release Notes: October

product Release Notes: October

Are Side Hustles Good for Business?

growth Are Side Hustles Good for Business?

How to Use Storytelling to Connect with Your Customers

growth How to Use Storytelling to Connect with Your Customers

23 Interview Questions You Should Ask Every Customer Service Candidate

Customer Service 23 Interview Questions You Should Ask Every Customer Service Candidate

What Bad Customer Service Costs Your Business

Customer Service What Bad Customer Service Costs Your Business

Release Notes: September

product Release Notes: September

Great Content Is Still the Biggest Hurdle

growth Great Content Is Still the Biggest Hurdle

4 Ways Groups Can Stifle Creativity

growth 4 Ways Groups Can Stifle Creativity

The Evolution of the Help Scout Brand

product The Evolution of the Help Scout Brand

How We Come Up With Ideas for the Blog

growth How We Come Up With Ideas for the Blog

Humans of Support: Stories from the Other Side of the Screen

Customer Service Humans of Support: Stories from the Other Side of the Screen

How to Make the Most of Your Customer Testimonials

Customer Service How to Make the Most of Your Customer Testimonials

Company Perks Aren’t All Fun and Games

culture Company Perks Aren’t All Fun and Games

How We Use Video to Build Remote Culture

culture How We Use Video to Build Remote Culture

Release Notes: July

product Release Notes: July

How to Handle Negativity in Customer Support

Customer Service How to Handle Negativity in Customer Support

Dont Let Your Professional Shortcomings Hold You Back at Work

growth Don't Let Your Professional Shortcomings Hold You Back at Work

Release Notes: June

product Release Notes: June

Support Teams Should Have a Seat at the ‘Adult Table

Customer Service Support Teams Should Have a Seat at the ‘Adult' Table

The Business Case for Building Real Relationships with Customers

Customer Service The Business Case for Building Real Relationships with Customers

Illustrations Are More Than Digital Eye Candy

growth Illustrations Are More Than Digital Eye Candy

Let Support Be the Voice for Your Customers

Customer Service Let Support Be the Voice for Your Customers

A Brief Guide to Better 1:1’s—For Makers and Managers Alike

culture A Brief Guide to Better 1:1’s—For Makers and Managers Alike

25 Unconventional Business Books that You Wont See on Most Bookshelves

growth 25 Unconventional Business Books that You Won't See on Most Bookshelves

Have the 4Ps of Marketing Become Outdated?

Customer Service Have the 4P's of Marketing Become Outdated?

Measuring Customer Satisfaction Shouldn’t Be Complicated

Customer Service Measuring Customer Satisfaction Shouldn’t Be Complicated

How to Handle 8 Challenging Customer Service Scenarios

Customer Service How to Handle 8 Challenging Customer Service Scenarios

The Best Advice We Ever Received

culture The Best Advice We Ever Received

Customer Perception Can Make or Break Your Support

Customer Service Customer Perception Can Make or Break Your Support

These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

Customer Service These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

How to Break Your Worst Work Habits

culture How to Break Your Worst Work Habits

Release Notes: May

product Release Notes: May

Organizing Teams With Players and Coaches

growth Organizing Teams With Players and Coaches

Boost Customer Happiness with Exclamations and Emoticons

Customer Service Boost Customer Happiness with Exclamations and Emoticons

Upselling in a Customer-First Company

growth Upselling in a Customer-First Company

How Our Remote Engineering Team Stays Agile

growth How Our Remote Engineering Team Stays Agile

Are You Making These 5 Common User Onboarding Mistakes?

growth Are You Making These 5 Common User Onboarding Mistakes?

Pricing Psychology: 10 Timeless Strategies to Increase Sales

growth Pricing Psychology: 10 Timeless Strategies to Increase Sales

Why Real Brand Loyalty Starts with Shared Values

Customer Service Why Real Brand Loyalty Starts with Shared Values

How We Transitioned to 24-Hour Support

Customer Service How We Transitioned to 24-Hour Support

How the Worlds Best Companies Focus on Their Customers

Customer Service How the World's Best Companies Focus on Their Customers

Not Every Comparison Needs to Be Toxic

growth Not Every Comparison Needs to Be Toxic

Release Notes: April

product Release Notes: April

Do You Need a Product Manager?

growth Do You Need a Product Manager?

Org Structure Is All in the Execution

growth Org Structure Is All in the Execution

How Remote Teams Are Becoming the Future of Work

culture How Remote Teams Are Becoming the Future of Work

Writing Value Propositions that Work

growth Writing Value Propositions that Work

The Psychological Benefits of Writing

growth The Psychological Benefits of Writing

The Gap Between Work and Play is Narrower Than You Think

culture The Gap Between Work and Play is Narrower Than You Think

In Defense of the Humble Local Maximum

growth In Defense of the Humble Local Maximum

When Being Nice Isn’t Being Kind

culture When Being Nice Isn’t Being Kind

Release Notes: March

product Release Notes: March

Theres No Such Thing as ‘Unlimited Vacation’

growth There's No Such Thing as ‘Unlimited Vacation’

3 Approaches to Getting Unstuck

growth 3 Approaches to Getting Unstuck

Capture Product Momentum by Sharing Your Work

growth Capture Product Momentum by Sharing Your Work

Onboarding is Your Company’s First Impression

Customer Service Onboarding is Your Company’s First Impression

What Really Matters Can’t Be Measured

growth What Really Matters Can’t Be Measured

Automating Like a Human

product Automating Like a Human

9 Great Books That Changed the Way We Work

growth 9 Great Books That Changed the Way We Work

7 Ways to Engage Far-Flung Team Members

culture 7 Ways to Engage Far-Flung Team Members

Talking to Customers Won’t Teach You Anything

growth Talking to Customers Won’t Teach You Anything

How We Replaced Our Weekly All-Hands Meeting with Video

culture How We Replaced Our Weekly All-Hands Meeting with Video

How to Sabotage Any Meeting

growth How to Sabotage Any Meeting

Meet the Newest Member of the Family: Help Scout Plus

product Meet the Newest Member of the Family: Help Scout Plus

How to Plan Fun and Productive Company Retreats

culture How to Plan Fun and Productive Company Retreats

Release Notes: January

product Release Notes: January

How Content Plays Nicely with Product Launches

growth How Content Plays Nicely with Product Launches

3 Steps to Making Better Decisions

growth 3 Steps to Making Better Decisions

Why a Visual Really is Worth 1,000 Words

growth Why a Visual Really is Worth 1,000 Words

Introducing Help Scout for iPhone

product Introducing Help Scout for iPhone

4 Surprising Predictors of Happiness in the Workplace

culture 4 Surprising Predictors of Happiness in the Workplace

The Importance of Finishing What You Start

growth The Importance of Finishing What You Start

Attracting Top Talent for Your Remote Team

culture Attracting Top Talent for Your Remote Team

Exceptional Support and Doing Better Work: Our Best Writing from 2015

growth Exceptional Support and Doing Better Work: Our Best Writing from 2015

Why All Hands Support Didn’t Work for Our Company

Customer Service Why All Hands Support Didn’t Work for Our Company

The Science of Setting and Achieving Goals

growth The Science of Setting and Achieving Goals

Release Notes: November

product Release Notes: November

How Bias Can Sabotage the Workplace

culture How Bias Can Sabotage the Workplace

Why Water Cooler Talk Matters More Than You Think

culture Why Water Cooler Talk Matters More Than You Think

6 Perspectives on Diversity in the Workplace

culture 6 Perspectives on Diversity in the Workplace

Mastering the Art of ‘Just Start’

growth Mastering the Art of ‘Just Start’

3 Stages to Better Home Pages

growth 3 Stages to Better Home Pages

What Psychology Teaches Us About Structuring the Workday

growth What Psychology Teaches Us About Structuring the Workday

What We Learned Telling Customers’ Stories

growth What We Learned Telling Customers’ Stories

The Moment Travis CI Realized It Was Ready for a Dedicated Support Team

Online Services
The Moment Travis CI Realized It Was Ready for a Dedicated Support Team

Support, Marketing, Community, and PR—They’re All the Same Thing

Customer Service Support, Marketing, Community, and PR—They’re All the Same Thing

Are ‘Unicorns’ Built to Last?

growth Are ‘Unicorns’ Built to Last?

Release Notes: October

product Release Notes: October

Why Better Sleep Equals Better Work

growth Why Better Sleep Equals Better Work

Every Lesson Worth Learning is Worth Revisiting

culture Every Lesson Worth Learning is Worth Revisiting

7 Ways to Nurture Creativity

culture 7 Ways to Nurture Creativity

The Hidden Beauty of Constraints

growth The Hidden Beauty of Constraints

Routine Disruption: How to Change Your Habits for the Better

growth Routine Disruption: How to Change Your Habits for the Better

Everything Hinges on the Narrative of Your Work

growth Everything Hinges on the Narrative of Your Work

The Power of Transparency

culture The Power of Transparency

Release Notes: September

product Release Notes: September

How Practicing Mindfulness Can Lead to Better Decision-Making

growth How Practicing Mindfulness Can Lead to Better Decision-Making

If You Aren’t Cringing, You Aren’t Improving

culture If You Aren’t Cringing, You Aren’t Improving

9 Powerful Ideas on Hiring for Talent and Culture-Fit

culture 9 Powerful Ideas on Hiring for Talent and Culture-Fit

Publishing Is a Team Sport

growth Publishing Is a Team Sport

In-app Mobile Messaging with Smooch

product In-app Mobile Messaging with Smooch

How Writing Regularly Can Improve Your Creativity and Clarity

growth How Writing Regularly Can Improve Your Creativity and Clarity

Lessons Learned from 6 Years of Working in My Pajamas

culture Lessons Learned from 6 Years of Working in My Pajamas

Easy Reading Is Damn Hard Writing

growth Easy Reading Is Damn Hard Writing

Release Notes: August

product Release Notes: August

9 Insights on Improving Customer Success

Customer Service 9 Insights on Improving Customer Success

How Music Affects Your Productivity

culture How Music Affects Your Productivity

How KinHR Keeps Standards High and Response Times Low

Software
How KinHR Keeps Standards High and Response Times Low

Unconventional Ways to Improve Every Job Posting

culture Unconventional Ways to Improve Every Job Posting

15 Brilliant Resources for Hiring an All-Star Team

culture 15 Brilliant Resources for Hiring an All-Star Team

Building a Newsletter Welcome Series from Scratch

growth Building a Newsletter Welcome Series from Scratch

How DoneDone Organizes and Records Customer Feedback

Software
How DoneDone Organizes and Records Customer Feedback

Improve Free Trials by Getting to Know Your Customers

growth Improve Free Trials by Getting to Know Your Customers

Release Notes: July

product Release Notes: July

How YNAB Uses Team Learning to Deliver Fast Support

Software
How YNAB Uses Team Learning to Deliver Fast Support

The Benefits of Learning as a Team

culture The Benefits of Learning as a Team

Avoiding the Silo of Team Communication

Customer Service Avoiding the Silo of Team Communication

How Missouri Star Quilt Co. Is Leading a Tribe of Quilters

eCommerce
How Missouri Star Quilt Co. Is Leading a Tribe of Quilters

The Unsider’s Perspective

culture The Unsider’s Perspective

18 Ideas for Writing Like You Give a Damn

growth 18 Ideas for Writing Like You Give a Damn

Release Notes: June

product Release Notes: June

How Cater2.me Is Connecting Teams through Curated Meals

Online Services
How Cater2.me Is Connecting Teams through Curated Meals

27 Ideas on Building a Business People Love

growth 27 Ideas on Building a Business People Love

How to Be a Good Customer

Customer Service How to Be a Good Customer

How OpenSesame Creates a Smooth Customer Experience

Online Services
How OpenSesame Creates a Smooth Customer Experience

Those Who Can’t Teach

culture Those Who Can’t Teach

Better Feedback Starts with the Right State of Mind

Customer Service Better Feedback Starts with the Right State of Mind

How Tuft and Needle Invests in What Cant Be Bought

eCommerce
How Tuft and Needle Invests in What Can't Be Bought

27 Insights for Creating and Sustaining Workplace Happiness

culture 27 Insights for Creating and Sustaining Workplace Happiness

Leaving Your Desk Behind

culture Leaving Your Desk Behind

The Growing Pains of Company Blogging

growth The Growing Pains of Company Blogging

How Modify Watches Wows Its Customers with Proactive Support

eCommerce
How Modify Watches Wows Its Customers with Proactive Support

Talking to Your Very First Customers

growth Talking to Your Very First Customers

15 Resources For Mastering Email Support

Customer Service 15 Resources For Mastering Email Support

Silence Is a Noxious Gas

culture Silence Is a Noxious Gas

How Communication Determines A Project’s Success

Customer Service How Communication Determines A Project’s Success

The Three Hats Worn by Great Support Teams

Customer Service The Three Hats Worn by Great Support Teams

How Customer.io Built a Whole Company Support Culture

SaaS
How Customer.io Built a Whole Company Support Culture

Why The Queue is a Treasure Trove of Customer Insight

Customer Service Why The Queue is a Treasure Trove of Customer Insight

Letting Your Customers Speak for You

growth Letting Your Customers Speak for You

24 Ideas That Will Change The Way Your Remote Team Works

culture 24 Ideas That Will Change The Way Your Remote Team Works

How to Write with Substance

growth How to Write with Substance

Keeping Our Overachiever Culture

culture Keeping Our Overachiever Culture

From Essays to Emails: Lessons Learned from Doing Support

Customer Service From Essays to Emails: Lessons Learned from Doing Support

Workplace Culture is Everything: 20 Ideas For Building a Thriving Team

culture Workplace Culture is Everything: 20 Ideas For Building a Thriving Team

What You Gain With a Growth Team

growth What You Gain With a Growth Team

Why Support Stories Spread Like Wildfire

Customer Service Why Support Stories Spread Like Wildfire

The Customer Always Remembers

Customer Service The Customer Always Remembers

Your World Before Our Product

growth Your World Before Our Product

For Support, Intuition is Indispensable

Customer Service For Support, Intuition is Indispensable

Show Your Work: Letting a Great Product Sell Itself

growth Show Your Work: Letting a Great Product Sell Itself

Using Data to Build a Happy, High-Performance Support Team

Customer Service Using Data to Build a Happy, High-Performance Support Team

Why Businesses Have a Hard Time Fixing What’s Broken

culture Why Businesses Have a Hard Time Fixing What’s Broken

User Onboarding Isn’t a Feature

growth User Onboarding Isn’t a Feature

Growing the Future Perfect Team

culture Growing the Future Perfect Team

How to Get Useful Feedback from Your Clients

Customer Service How to Get Useful Feedback from Your Clients

When Contempt Masquerades as Feedback, Nobody Wins

culture When Contempt Masquerades as Feedback, Nobody Wins

Overcoming Common Customer Objections

growth Overcoming Common Customer Objections

The 25 Principles that Power Our Company Blog

growth The 25 Principles that Power Our Company Blog

Help Scout 2014 Year in Review

product Help Scout 2014 Year in Review

Give Your Employees an Identity Worthy of Ownership

culture Give Your Employees an Identity Worthy of Ownership

Collision Detection Improvements

product Collision Detection Improvements

Lifecycle Emails: Magic Pixie Dust for User Onboarding

growth Lifecycle Emails: Magic Pixie Dust for User Onboarding

How Ritz Carlton’s Support Lexicon Created Unity through Clarity

Customer Service How Ritz Carlton’s Support Lexicon Created Unity through Clarity

Customer Support is More Than High Scores

Customer Service Customer Support is More Than High Scores

New Reports: Happiness and Docs

product New Reports: Happiness and Docs

Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds

culture Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds

How Better Customer Service Attracts and Retains Better Clients

Customer Service How Better Customer Service Attracts and Retains Better Clients

How Bevel Is Standing Out in a Crowded Market

culture How Bevel Is Standing Out in a Crowded Market

Tone and Language Are Building Blocks to Customer Expectations

Customer Service Tone and Language Are Building Blocks to Customer Expectations

Help Scout Design Update

product Help Scout Design Update

How the American Red Cross Redesigned the Experience of Donating Blood

Customer Service How the American Red Cross Redesigned the Experience of Donating Blood

The Lost Art of Candor in the Workplace

culture The Lost Art of Candor in the Workplace

How Backcountry Creates an Exceptional Customer Experience

Customer Service How Backcountry Creates an Exceptional Customer Experience

Why Good Employees Make Bad Decisions

culture Why Good Employees Make Bad Decisions

25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior

growth 25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior

The Frugal Wow: How Small Gestures Create Lasting Loyalty

Customer Service The Frugal Wow: How Small Gestures Create Lasting Loyalty

10 Must-See Videos from Stanford Business School

growth 10 Must-See Videos from Stanford Business School

New Help Scout Reports

product New Help Scout Reports

The Customer Is Mostly Wrong

Customer Service The Customer Is Mostly Wrong

How Disney Creates Magical Experiences (and a 70% Return Rate)

Customer Service How Disney Creates Magical Experiences (and a 70% Return Rate)

Edit and Change Customers Quickly

product Edit and Change Customers Quickly

Should You Appeal to Brand Advocates Who Dont Buy?

Customer Service Should You Appeal to Brand Advocates Who Don't Buy?

Why Chipotle’s Customer Experience is Trouncing the Competition

Customer Service Why Chipotle’s Customer Experience is Trouncing the Competition

Why is 37 Signalss Marketing so Captivating? Its the Narrative.

growth Why is 37 Signals's Marketing so Captivating? It's the 'Narrative.'

Telltale Signs of a Lackluster Support Strategy

Customer Service Telltale Signs of a Lackluster Support Strategy

Creating Customers for Life: 49 Resources on Loyalty, Churn, and Customer Retention

growth Creating Customers for Life: 49 Resources on Loyalty, Churn, and Customer Retention

Spare Me Your Platitudes — Customers Are Tired of Insincere Support

Customer Service Spare Me Your Platitudes — Customers Are Tired of Insincere Support

Dont Let Growth Hacking Ruin the Customer Experience

growth Don't Let Growth Hacking Ruin the Customer Experience

How to Make Hiring Less of a Headache

culture How to Make Hiring Less of a Headache

Customer Support is More Than Saying Im Sorry

Customer Service Customer Support is More Than Saying "I'm Sorry"

Why Were Opting Out of Opt-in Resources

growth Why Were Opting Out of Opt-in Resources

Giving Little Unexpected Extras

Customer Service Giving Little Unexpected Extras

Docs gets an Upgrade

product Docs gets an Upgrade

Support Teams: Stop Being Distracted by Faster Response Times

Customer Service Support Teams: Stop Being Distracted by Faster Response Times

Features Tell, but Benefits Sell

growth Features Tell, but Benefits Sell

Giving Your Customers a Peek Behind the Curtain

Customer Service Giving Your Customers a Peek Behind the Curtain

Six Ways Remote Teams Can Crush Their To-Do Lists

culture Six Ways Remote Teams Can Crush Their To-Do Lists

How to Build a Brand that Wins Over Customers’ Hearts and Wallets

Customer Service How to Build a Brand that Wins Over Customers’ Hearts and Wallets

Lessons in Customer Experience from a World-Class Hospitality Consultant

Customer Service Lessons in Customer Experience from a World-Class Hospitality Consultant

Front-end Testing for the Lazy Developer with CasperJS

product Front-end Testing for the Lazy Developer with CasperJS

A Scientific Take on Viral Marketing

growth A Scientific Take on Viral Marketing

The Happy Warrior: Research Reveals What Makes a Successful Leader

culture The Happy Warrior: Research Reveals What Makes a Successful Leader

10 Academic Insights on Building and Managing an Exceptional Team

culture 10 Academic Insights on Building and Managing an Exceptional Team

How to Stand Out When Youre Drowning in a Sea of Competition

Customer Service How to Stand Out When You're Drowning in a Sea of Competition

10 Proven Ways to Build a Website that Customers Will Love

growth 10 Proven Ways to Build a Website that Customers Will Love

Gamification & Customer Loyalty: The Good, The Bad, and The Ugly

Customer Service Gamification & Customer Loyalty: The Good, The Bad, and The Ugly

Customer Profiles: A Smarter Way to Reach Your Customers

Customer Service Customer Profiles: A Smarter Way to Reach Your Customers

Okay Support is not Okay at WPMU DEV

Customer Service 'Okay' Support is not Okay at WPMU DEV

Interview with Gary Vaynerchuk: Customer Service as an Offense

Customer Service Interview with Gary Vaynerchuk: Customer Service as an Offense

Why Steve Jobs Didnt Listen to His Customers

Customer Service Why Steve Jobs Didn't Listen to His Customers

How to Figure Out What Keeps Your Customers Up at Night

Customer Service How to Figure Out What Keeps Your Customers Up at Night

Stop Being a Customer Support Dictator

Customer Service Stop Being a Customer Support Dictator

25 Proven Ways to Acquire More Happy Customers

growth 25 Proven Ways to Acquire More Happy Customers

How to Take Charge of Your Churn Rate

Customer Service How to Take Charge of Your Churn Rate

5 Memorable Holiday Customer Service Stories

Customer Service 5 Memorable Holiday Customer Service Stories

Empowering Employees (Without Losing Your Shirt)

Customer Service Empowering Employees (Without Losing Your Shirt)

How We Improved Response Time by 340%

Customer Service How We Improved Response Time by 340%

The 3 Words Your Customers Love Most

Customer Service The 3 Words Your Customers Love Most

The Science of Personalization: How to Engineer Happy Customers

Customer Service The Science of Personalization: How to Engineer Happy Customers

7 Crucial Lessons from an Embarrassing Customer Service Trainwreck

Customer Service 7 Crucial Lessons from an Embarrassing Customer Service Trainwreck

The #1 Thing That Creates Loyal Customers

Customer Service The #1 Thing That Creates Loyal Customers

Three Elements of Transcendent Customer Support

Customer Service Three Elements of Transcendent Customer Support

5 Things Your Customers Can Do Better than You

Customer Service 5 Things Your Customers Can Do Better than You

Customers We Love: Meet Buffer

Customer Service Customers We Love: Meet Buffer

The Psychology of Personalization: How Restaurant Servers Increased Tips by 23 Percent (Without Changing Service)

Customer Service The Psychology of Personalization: How Restaurant Servers Increased Tips by 23 Percent (Without Changing Service)

Customer Service, Reinvented!

Customer Service Customer Service, Reinvented!

Customers We Love: Meet Oceans HQ

Customer Service Customers We Love: Meet Oceans HQ

The Chick-fil-A Difference: Why Customer Lingo Matters

Customer Service The Chick-fil-A Difference: Why Customer Lingo Matters

Customers We Love: Meet EverTrue

Customer Service Customers We Love: Meet EverTrue

Southwests History of Great Service Outshines a Slip-Up

Customer Service Southwest's History of Great Service Outshines a Slip-Up

Putting the Help in Help Scout

Customer Service Putting the "Help" in Help Scout

Whats Net Promoter Score and Why Should You Care?

Customer Service What's Net Promoter Score and Why Should You Care?

Customers We Love: Meet Treehouse

Customer Service Customers We Love: Meet Treehouse

The Four Main Pillars of Outstanding Customer Service

Customer Service The Four Main Pillars of Outstanding Customer Service

How To Tell a Customer No

Customer Service How To Tell a Customer "No"

Customers We Love: Meet Brook Farm Veterinary Center

Customer Service Customers We Love: Meet Brook Farm Veterinary Center

The Importance of B2B Customer Service

Customer Service The Importance of B2B Customer Service

It Pays to be #2

Customer Service It Pays to be #2