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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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Customer Service

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It’s Not You, It’s Your Inbox: When to Leave Gmail and Outlook Behind
Customer Service
It’s Not You, It’s Your Inbox: When to Leave Gmail and Outlook Behind
The 9 Best Zoho Desk Alternatives in 2025
Customer Service
The 9 Best Zoho Desk Alternatives in 2025
The 8 Best (and Easiest To Use) FAQ Software in 2025
Customer Service
The 8 Best (and Easiest To Use) FAQ Software in 2025
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Growth & Culture

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Help Scout Unscripted: Broken Bones
Growth & Culture
Help Scout Unscripted: Broken Bones
Help Scout Unscripted: TV Shows
Growth & Culture
Help Scout Unscripted: TV Shows
How to Build a Great Remote Company Culture
Growth & Culture
How to Build a Great Remote Company Culture
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Product

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Live Event
Help Scout's 2025 Fall Seasonal Release
Product
Help Scout's 2025 Fall Seasonal Release
Help Scout Using Help Scout: Reports
Product
Help Scout Using Help Scout: Reports
Listen First, Design Later
Product
Listen First, Design Later
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