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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 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
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Customer Service

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How Kristi Created Her Own Customer Success Job
Customer Service
How Kristi Created Her Own Customer Success Job
6 Examples of Excellent Customer Service in Healthcare
Customer Service
6 Examples of Excellent Customer Service in Healthcare
9 Tips for Delivering Effective International Customer Service
Customer Service
9 Tips for Delivering Effective International Customer Service
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Growth & Culture

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AI Adoption at Work: It’s a Process
Growth & Culture
AI Adoption at Work: It’s a Process
Help Scout Welcomes Toby Gabriner as Chief Executive Officer
Growth & Culture
Help Scout Welcomes Toby Gabriner as Chief Executive Officer
Remote Work: It’s About More Than Skipping the Commute
Growth & Culture
Remote Work: It’s About More Than Skipping the Commute
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Product

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Live EventWhere to Start with AI Support in 2026
Product
Where to Start with AI Support in 2026
Live Event7 Proven Ways to Improve Your AI Replies: Lessons Learned from 1M+ Resolutions
Product
7 Proven Ways to Improve Your AI Replies: Lessons Learned from 1M+ Resolutions
Introducing SLAs: Bring response targets into the Inbox
Product
Introducing SLAs: Bring response targets into the Inbox
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