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Blog Author

Thomas Hils

Thomas is a 10+ year veteran of the customer support space at companies like Zapier, Coda, and CoinTracker. He’s the founder of CX consultancy Silience Group and Head of Support at Replo.

Posts by Thomas

7 Ways To Improve Your Customer Service Response Times
Customer Service
7 Ways To Improve Your Customer Service Response Times
Multilingual Customer Support: Methods and Best Practices
Customer Service
Multilingual Customer Support: Methods and Best Practices
The Ultimate Guide to SaaS Customer Support in 2025
Customer Service
The Ultimate Guide to SaaS Customer Support in 2025
The Top 10 Benefits of Chatbots in Customer Service
Customer Service
The Top 10 Benefits of Chatbots in Customer Service
The 13 Best Knowledge Base Software (Free & Paid) in 2025
Customer Service
The 13 Best Knowledge Base Software (Free & Paid) in 2025
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Live Event
How to Shave Hours off Response Time With AI Answers
Product
How to Shave Hours off Response Time With AI Answers
Principled Building: How We Approach AI at Help Scout
Product
Principled Building: How We Approach AI at Help Scout
06:04
Help Scout's 2025 Fall Seasonal Release
Product
Help Scout's 2025 Fall Seasonal Release
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Customer Service

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Help Scout vs. Front: A Deep-Dive Comparison
Customer Service
Help Scout vs. Front: A Deep-Dive Comparison
7 Simple Ways To Automate Your Ecommerce Business
Customer Service
7 Simple Ways To Automate Your Ecommerce Business
Let's call a bot a bot
The Supportive
Let's call a bot a bot
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Growth & Culture

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Help Scout Unscripted: Relaxation
Growth & Culture
Help Scout Unscripted: Relaxation
Help Scout Unscripted: Broken Bones
Growth & Culture
Help Scout Unscripted: Broken Bones
Help Scout Unscripted: TV Shows
Growth & Culture
Help Scout Unscripted: TV Shows
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