All Posts
Inside Help ScoutHow RealtyNinja Used Help Scout to Scale Their Support Operations
Help Scout is a fantastic support tool, but that’s not all it is. Learn the many ways the RealtyNinja team uses Help Scout to better their business.
Inside Help ScoutQuarterly Release Notes, June 2022: Docs + Beacon, Videos in Messages, and more!
Release Notes is our quarterly update that highlights recent product improvements we've made so you can easily stay up to date on what's new in Help Scout.
Customer ServiceGuiding clients to email support instead of their account managers
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Customer ServiceIs Google's LaMDA sentient, and if so would it like a job?
A Google engineer has been put on leave for breaching confidentiality policies. He claims to have worked with a sentient AI though professionals in the field are dubious. Whether or not this bot has truly experienced feelings it does raise some interesting questions.
Customer ServiceThe 9 Best Email Support Software Solutions for Your Team
Email is everywhere, especially if you work in customer support. Here’s how to optimize it with email support software.
Customer ServiceOmnichannel Customer Service 101: Definition, Benefits, & Tips
Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right.
Customer ServiceTurning support requests into customer insights
Your customers tell you what they really want, but mostly inside customer service requests. Here’s how to uncover inbox insights.
Growth & CultureCustomer Onboarding: Steps, Examples, and Best Practices
A detailed guide to creating a customer onboarding process, with best practices to help customers achieve success with your product.
Inside Help ScoutHow George Washington University Handled a 22% Increase in Email Traffic
Learn how the team at George Washington University handled a 22% increase in email traffic using Help Scout.
Growth & Culture7 Key Customer Experience Metrics, From Basic to Advanced
Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company.
Customer ServiceMuseum of Customer Support: Ancient Fast Food
This ancient Roman fast food outlet can teach us how to think clearly about our online customer service today.
Customer ServiceThe 9 Best HappyFox Alternatives on the Market in 2022
If you’re a HappyFox customer who's looking for a new tool, this list of the nine best HappyFox alternatives will help you make a decision.
Customer ServiceThe 9 Best Help Desk Software for Schools and Universities
Adopting the right help desk software can help administrators at universities, colleges, and school districts reduce email volume by 30%.
Growth & CultureEcommerce Live Chat: Why You Need It + 12 Top Tools
Live chat increases customer satisfaction and conversions while decreasing cart abandonment. Browse the top 12 ecommerce live chat tools.
Inside Help ScoutMake Sure Every Customer Finds an Answer With Docs + Beacon
The Docs + Beacon integration helps your team provide personalized support so your customers can find answers how and when they need to.
Customer ServiceThe 11 Best Kayako Alternatives for Customer Support in 2022
Looking for the best customer support tool for your team? We’ve compared 11 different Kayako alternatives to help you find the best option.
Inside Help ScoutRelease Notes, March 2022: Previous conversations, user report change, and more!
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new
Customer ServiceThe 9 Best Email Collaboration Software Platforms for 2022
Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.
Customer ServiceHelp Scout’s Conversation Corner on Experience This!
Links, images, and further reading related to the Conversation Corner segment on the Experience This podcast in 2022.
Customer ServiceHow to Know When It's Time to Hire For Your Support Team
It can be tricky to know exactly when to hire for your customer support team. Here are some strategies for picking the perfect moment.
Customer Service7 Outlook Shared Mailbox Alternatives for Email Collaboration
Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.
Customer ServiceWriting Excellent Customer Service Emails: Tips & Templates
Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.
Customer ServiceTeaching Analytical Reading
Advice on getting your customer service staff interested in writing more help documents and creating space for them to do so.
Customer ServiceThe 17 Best Customer Service Tools for Every Support Team
To get the most out of your customer service team, they need access to the right customer support tools. Here are 17 to consider.
Customer ServiceHow to Change Your Team’s Behavior
You've identified a change that would improve your support quality, but you’re having trouble persuading your team to change their behavior.
Customer ServiceThe 7 Best Crisp Alternatives for Customer Support in 2022
If you’re looking for a dedicated support tool, Crisp may not be your best option. Check out our list of seven Crisp alternatives.
Customer Service13 Best Practices for Improving Online Customer Service
Online customer service is one of the most important functions at any company. Here’s how to get started and continue improving.
Growth & CultureCustomer Success: What It Means, Why It Matters, and More
Customer success boosts lifetime customer value, creates loyal customers, and provides helpful product insights. Here’s how to do it well.
Customer ServiceThe 9 Best Gmelius Alternatives for Email Collaboration
Looking for the best email collaboration tool for your team? We compared 9 different Gmelius alternatives to help you find the best option.
Customer ServiceHow to Deal with Difficult Customers
Every support person needs to know how to deal with difficult customers. Read about the types of difficult customers and how to help them.
Customer ServiceThe 13 Best Intercom Alternatives for Customer Support in 2022
If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives.
Customer ServiceHelp Desk Software: What To Look For and Must-Have Features
Discover the top help desk features, learn how to evaluate them, and determine which are most valuable and necessary for your team.
Customer ServiceMuseum of Customer Support: The First Shopping Cart
What can the first shopping cart teach us about implementing online self-service options today?
Growth & CultureSaaS Customer Success: Key Roles, Strategies, and Tools
One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.
Customer ServiceThe 11 Best Help Desk Ticketing Systems for 2022
Keeping customers happy requires a well-functioning support strategy. The best way to get started is with a help desk ticketing system.
Customer Service11 Key Customer Service Metrics + 4 Real Example Reports
Discover 11 meaningful customer service metrics, learn how to choose the right measurements, and view four example customer service reports.
Customer ServiceMeasuring Customer Service Success More Broadly
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
Growth & CultureThe 8 Best Ecommerce Help Desks On The Market Today
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver great support.
Customer Service9 Guiding Principles for Doing Startup Customer Service Well
Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.
Customer ServiceEncouraging Support Teams To Write Help Docs
Advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so.
Customer ServiceTop 11 Freshdesk Alternatives for 2022 (Ranked & Rated)
Tired of Freshdesk or looking for your first help desk? This list of Freshdesk alternatives will help you find a tool that's right for you.
Customer Service11 Best HubSpot Alternatives for Support, CRM, and Marketing
These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money.
Customer Service12 Predictions for Customer Service Trends in 2022
A new year means new opportunities to create customer experiences. Here are our predictions for customer service trends in 2022.
Customer ServiceDistribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?
There are tons of options you can use when sending emails as a business, but each of them has different value depending on your needs.
Inside Help ScoutQuarterly Release Notes, December 2021: Targeted Messages, Properties Visibility
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Customer ServiceFast Food vs. Fine Dining in Customer Service
What can customer service pros learn from Geraldine DeRuiter’s 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?
Customer ServiceHow To Make the Most of Your Customer Support Data
Customer support data is the universal language that allows you to communicate the influence your team has to the rest of the company.
Growth & CultureReducing and Handling Ecommerce Shipping Cost Complaints
Shipping costs are a primary cause of ecommerce complaints. Here's what support teams can do to reduce complaints and respond effectively.
Customer ServiceCustomer Self-Service: Benefits, Tips, and 5 Great Tools
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
Customer ServiceDealing With Abusive Customers
Why let your human team be yelled at when you could hire a robot? Is AI the answer to customer service abuse, or is there another way?
Customer ServiceThe 8 Best Team Email Management Software for 2022
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
Inside Help ScoutHow FlexJobs Engages Customers With Proactive Messages
Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.
Customer ServiceHow Support Teams Can Improve Customer Retention
Discover strategies support teams can use to combine high-quality, empathetic customer service with a deliberate focus on business growth.
Customer ServiceThe 8 Best Customer Service Channels (& How to Pick Them)
Customer service channels can make or break the customer experience. Here are the 8 top channels to consider, plus tips on which to offer.