Photo: Thomas Hils

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 2026
Customer Service
The Ultimate Guide to SaaS Customer Support in 2026
The Top 10 Benefits of Chatbots in Customer Service
Customer Service
The Top 10 Benefits of Chatbots in Customer Service
The 10 Best Knowledge Base Software in 2026
Customer Service
The 10 Best Knowledge Base Software in 2026
Help Scout Weekly

Get our best content in your inbox

Fresh perspective, hot takes, and practical advice on building better customer experiences and company culture.

Your privacy matters! View our privacy policy for more, and know you may unsubscribe anytime.

Discover the latest in...

Product

View All Posts
Live Event
How to Report AI Support Outcomes & Get Leadership Buy-in
Product
How to Report AI Support Outcomes & Get Leadership Buy-in
Introducing WhatsApp Support in Help Scout
Product
Introducing WhatsApp Support in Help Scout
Live Event
How Devpost Tailors AI Answers to Match Their Support Style
Product
How Devpost Tailors AI Answers to Match Their Support Style
View All Posts

Growth & Culture

View All Posts
Remote Work: It’s About More Than Skipping the Commute
Growth & Culture
Remote Work: It’s About More Than Skipping the Commute
Help Scout Unscripted: Relaxation
Growth & Culture
Help Scout Unscripted: Relaxation
Help Scout Unscripted: Broken Bones
Growth & Culture
Help Scout Unscripted: Broken Bones
View All Posts

Customer Service

View All Posts
Stop Wasting Happy Customer Reviews
The Supportive
Stop Wasting Happy Customer Reviews
The 10 Best Free Ticketing Systems for Support & IT (2026)
Customer Service
The 10 Best Free Ticketing Systems for Support & IT (2026)
Startup Customer Service: How To Avoid the Biggest Mistakes
Customer Service
Startup Customer Service: How To Avoid the Biggest Mistakes
View All Posts

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 TrialGet a Demo