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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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Listen First, Design Later
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Growth & Culture

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How to Build a Great Remote Company Culture
Growth & Culture
How to Build a Great Remote Company Culture
Experimenting With AI: Are Vibes All You Need?
Growth & Culture
Experimenting With AI: Are Vibes All You Need?
Applying for a Job? Be Intelligent, Not Artificial
Growth & Culture
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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
Designing a Great Contact Us Page: 20 Inspiring Examples
Customer Service
Designing a Great Contact Us Page: 20 Inspiring Examples
7 Ways To Improve Your Customer Service Response Times
Customer Service
7 Ways To Improve Your Customer Service Response Times
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