Blog Author

Emily Byford

Emily is a B2B SaaS content marketer. When she’s not writing, she loves cooking and is a keen (indoor!) rock climber. Find her on Twitter or at ek-byford.com.

Posts by Emily

Customer Onboarding: Steps, Examples, and Best Practices

Growth & Culture

Customer Onboarding: Steps, Examples, and Best Practices

SaaS Customer Success: Key Roles, Strategies, and Tools

Growth & Culture

SaaS Customer Success: Key Roles, Strategies, and Tools

Creating a Customer Success Journey Map in 6 Steps

Growth & Culture

Creating a Customer Success Journey Map in 6 Steps

The Supportive Weekly

Get our best content in your inbox

Fresh perspective, hot takes, and practical advice for delivering exceptional customer experiences.

Discover the latest in...

Inside Help Scout

Listen First, Design Later

Behind the Scenes

Listen First, Design Later

Building Connections at Help Scout’s Rome Retreat

Behind the Scenes

Building Connections at Help Scout’s Rome Retreat

Help Scout Using Help Scout: The Marketing Edition

Product Tutorials

Help Scout Using Help Scout: The Marketing Edition

Growth & Culture

Applying for a Job? Be Intelligent, Not Artificial

Hiring & Culture

Applying for a Job? Be Intelligent, Not Artificial

Our Latest Experiment: Delight Labs

Growth & Culture

Our Latest Experiment: Delight Labs

Hey Marketers, It’s Time to Log In

Hey Marketers, It’s Time to Log In

Customer Service

The Not-Particularly-Weird Science of Support

The Not-Particularly-Weird Science of Support

16 Ecommerce Knowledge Bases That Go Beyond the FAQ

Software & Systems

16 Ecommerce Knowledge Bases That Go Beyond the FAQ

The Ultimate Guide to SaaS Customer Support in 2025

Tips & Templates

The Ultimate Guide to SaaS Customer Support in 2025

Try Help Scout for free

A better experience for your customers, fewer headaches for your team. You’ll be set up in minutes

Free 15-day Trial Get a Demo