Behind the Scenes
All Posts
Articles
Noticing the Small Wins
Behind the Scenes
Building Connections at Help Scout’s Rome Retreat
Articles
Air Canada’s Chatbot Walked So Cursor’s Chatbot Could Ruin
Articles
The Supportive Podcast Wraps-Up Season 1
Product Tutorials
Help Scout Using Help Scout: The Marketing Edition
Revenue Growth
Hey Marketers, It’s Time to Log In
Leading Service
Conversation Corner Live: Teacher Appreciation
Software & Systems
The 8 Best Ecommerce Chatbots for Online Shops in 2025
Tips & Templates
How to Create a Knowledge Base in 8 Simple Steps
Revenue Growth
Customer-First Teams Thrive in Uncertain Times
Articles
Criticism in Customer Support
Software & Systems
The 10 Best AI Chatbots for Customer Service in 2025
Product Tutorials
Support Team Mailbag: Reducing Turnaround Time
Articles
Companion Planting for Diversity in Support
Behind the Scenes
Why People-First Security Matters (No Matter Where You Work)
Behind the Scenes
Amplifying Employee Voices Through Content
Behind the Scenes
Inside Learn Something Days: The Help Scout Support Team
Support Careers
Support Pros React!
Behind the Scenes
Help Scout Classes: Learning to Educate at Scale
Software & Systems
Comparing Front Alternatives: 12 Top Options for 2025
Engineering
Rate Your AI
Revenue Growth
The Impact of Great Support on Revenue
Support Careers
Leveraging Transferable Skills for a Career Change
Tips & Templates
Formatting Tips to Improve Your Knowledge Base Articles
Customer Stories
How mTuitive Helps People Get Better, Faster
Customer Stories
How Help Scout Fueled BoxHero’s Global Expansion
Customer Stories
Boomeranging Back to Help Scout
Engineering
Streamlining Spring MVC with Per-Module Connection Pools
Software & Systems
The 9 Best Healthcare Customer Service Software in 2025
Inside Help Scout
Help Scout is Now Available in AWS Marketplace
Hiring & Culture
Help Scout Remains Committed to DEI
Product Updates
Help Scout Now Includes Unlimited Seats
Articles
How Do You Manage Support During Federal Holidays?
Customer Stories
How University of South Carolina Helps Students Feel at Home
Scaling Service
Knowledge Base Maintenance: A Practical Framework
Scaling Service
How AI Can Help You Deliver Multilingual Support
Articles
It's Groundhog Day in the Queue, Again
Scaling Service
Data Quality: Why It’s Key To AI Support
Software & Systems
What's the Best AI Customer Support Software? Top 9 Tools
Leading Service
Ticket Handling: Best Practices for Better Support
Scaling Service
How to Build and Maintain an AI Knowledge Base
Customer Engagement
Unlocking Insights: How to Analyze Customer Feedback Effectively
Inside Help Scout
Help Scout Joins the Shopify Plus Certified App Program
Scaling Service
A Practical Approach to AI Transparency
Articles
AI and the Race for the Light
Leading Service
How to Create a Predictive Customer Service Strategy (and Why You Should)
Scaling Service
Understanding AI Ticket Routing: Benefits and Challenges
Product Updates
Help Scout Announces Partnership with TD SYNNEX
Behind the Scenes
Why We Redesigned Inbox
Inside Help Scout
Navigating Change Management: Transitioning to Inbox 2
Product Updates
New Look and Feel, Same Help Scout
Customer Engagement
Conversation Corner: Making Support a Whole Company Sport
Leading Service
Improving CX by Overcoming the Challenges of AI Support
Support Careers
Building a Future in Support: The Demand for AI Skills
Articles
Smile, You’re in an AI Photo
Leading Service
Ticket Tagging Made Easy: Tips and Best Practices
Customer Stories
Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Help Scout
Product Updates
What’s New in the Inbox: AI Drafts, Snooze, Send Later, and More
Leading Service
What Is Customer Service? Help Scouts Weigh In
Customer Engagement
Creating Champions: A Guide to Effective Customer Advocacy
Leading Service
Why Great Customer Service Isn’t Just Important, It's a Necessity
Engineering
Do You Actually Need a Local Environment?
Product Updates
New in the Queue: AI Drafts, Snooze, and Send Later
Ecommerce
How To Create an Outstanding Ecommerce Knowledge Base
Product Tutorials
Support Team Mailbag: Managing the Queue
Scaling Service
Improve Experience with Customer Service Automation
Engineering
HSL: An Intuitive Way to Represent Color in CSS
Product Tutorials
Help Scout Works Best When
Customer Service
Navigating the Hype: Staying Customer-First in an AI-Enabled World
Product Updates
Delivering More Customer Delight, Not More AI Hype
Software & Systems
The 10 Best Free Help Desk Ticketing Systems in 2025
Leading Service
Conversation Corner: Real Support Talk
Software & Systems
The 7 Best AI Ticketing Systems: 2025 Comparison Guide
Scaling Service
How 11 Companies Are Using AI for Customer Service
Articles
Between Two Borgs
Engineering
The Need for Speed: A Quick Way to Improve React Testing Times
Product Tutorials
Help Scout Using Help Scout: Tags and Custom Fields
Leading Service
Encouraging Empathy in Customer Service Teams
Leading Service
Making Things Right: Examples of Customer Service Recovery
Leading Service
Beyond the Biscoff: Thoughts on Building Customer Loyalty
Leading Service
Building Skills for the Sport of Support
Engineering
Accessibility First Is the New Mobile First
Customer Engagement
9 Customer Experience KPIs to Track for Better Business Outcomes
Articles
Catch Me if You Can
Software & Systems
The 17 Best Customer Service Software in 2025 (Free & Paid)
Revenue Growth
11 Cold Email Templates to Boost Your Response Rates
Product Tutorials
Help Scout Using Help Scout: Saved Replies
Product Tutorials
Help Scout’s Shopify Integration: More Functionality At Your Fingertips
Software & Systems
The 8 Best HIPAA-Compliant Ticketing Systems in 2025
Leading Service
8 Ways for Support Teams to Use the Time That AI Saves
Leading Service
A New Paradigm: Rethinking 'The Customer Is Always Right'
Scaling Service
Help Desk Automation: A Recipe for Better Support
Leading Service
What is Knowledge Management? A Beginner’s Guide
Behind the Scenes
The Evolution of Performance Management at Help Scout
Scaling Service
The Top 10 Benefits of Chatbots in Customer Service
Articles
First Impressions Last
Tips & Templates
Crafting an Effective Customer Service Cover Letter: Examples and Tips
Articles
The Name of the Rose
Product Updates
Quarterly Release Notes: AI, Shopify, Instagram, and More
Software & Systems
Using AI for Email Writing: The 9 Best Tools
Articles
When Support Teams are Blamed for Product Problems
Product Updates
New in the Queue: Shopify, Social, and AI
Tips & Templates
101 Best Live Chat Response Examples for Customer Service
Revenue Growth
The Ultimate Guide to Understanding and Managing Your Customer Lifecycle
Software & Systems
How To Share an Instagram Account: The 3 Best Ways
Software & Systems
How to Use AI for Live Chat + 5 Tools To Consider
Working Remotely
Making the Most of Remote Meetings
Behind the Scenes
Evolving Brand Design at Help Scout
Support Careers
Coping in the Queue: Tips for Managing AI Anxiety in Customer Support
Scaling Service
AI and the Gravity of Mediocrity
Support Careers
Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
Support Careers
Navigating a Support Career in an AI-Powered World
Product Updates
Help Scout Has Acquired SupportAgent.ai
Software & Systems
The 21 Best Instagram Tools for Business Growth (2025)
Ecommerce
How to Improve Ecommerce Customer Retention (5 Easy Ways)
Articles
A Very Help Scout Thanksgiving
Software & Systems
4 Diverse AI Chatbot Examples for Great Customer Service
Behind the Scenes
Help Scout Has a New Look
Product Updates
Bring Instagram Conversations Into Help Scout
Product Updates
Quarterly Release Notes, October 2023: AI Assist, Log in with Google, and More
Behind the Scenes
Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
Scaling Service
Conversational AI for Customer Service: How To Get It Right
Tips & Templates
7 Customer Service Resume Examples + Best Practices
Customer Engagement
How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
Tips & Templates
Common Customer Complaints: 8 Examples and Solutions
Leading Service
Customer Service Week: What It Is and Ways to Celebrate
Support Careers
Inside Support: Q&A with Support Leader Brittany Ferguson
Articles
Navigating Product Changes in SaaS Support
Software & Systems
How to Create a Jira Ticketing System
Product Updates
Introducing AI Assist for Better, Faster Responses
Software & Systems
The 7 Best CRM Platforms Compared (2025)
Behind the Scenes
Finding Joy in the Feedback Loop — Through Improv and in the Queue
Articles
First Impressions Are Fast Impressions
Software & Systems
The 11 Best Issue Tracking Software for Customer Support Teams
Software & Systems
The Best Shopify Customer Service Apps: 8 Options for 2025
Customer Engagement
5 Ways Customer Success Teams Can Use Messages to Boost Engagement
Leading Service
How To Be Heard By Your Product Team
Customer Engagement
Building Stronger Customer Relationships
Customer Stories
How Mabel’s Labels Achieved a 93 CSAT Score while Reducing Support Volume by 58%
Software & Systems
The 10 Best Customer Experience Software Options on the Market (2025)
Product Updates
Meet Help Scout's New Conversation Editor
Articles
Going off Script
Hiring & Culture
4 Steps Toward Building a Culture That's Aligned with Company Values
Tips & Templates
17 Great Customer Service Examples to Inspire You
Tips & Templates
Customer Service Management: How to Develop an Effective Strategy
Ecommerce
Building a Customer-Oriented Ecommerce Business Through Better Human Interaction
Ecommerce
48 Ecommerce Interview Questions for Hiring the Right Team
Ecommerce
50+ Ecommerce Survey Questions To Ask in 2024
Product Updates
Quarterly Release Notes, July 2023: AI Summarize, Tag Organization, and More
Product Updates
Help Scout’s AI Is at Your Service
Product Updates
Help Scout and AI: A New Perspective
Customer Engagement
Help Scout + AI = Better Customer Support
Ecommerce
Building a Customer-Centric Ecommerce Business: The Complete Guide
Software & Systems
The 8 Best Customer Service Mobile Apps (Features + Pricing)
Inside Help Scout
How to Plan for Connection at Your Remote-company Retreat
Customer Stories
How Castiron Helps Thousands of Customers With a Two-Person Support Team
Customer Engagement
Attract, Delight, Repeat: How To Turn Ecommerce Buyers Into Repeat Customers
Software & Systems
The 8 Best HIPAA-Compliant Live Chat Apps in 2025
Ecommerce
Comparing SaaS and Ecommerce Support
Leading Service
Paid SaaS Support: How To Offer It and Why It Matters
Customer Stories
How BombTech Golf Increased Customer Satisfaction as Their Business Scaled
Scaling Service
26 Customer Service Interview Questions (+ Interview Tips)
Product Updates
Quarterly Release Notes, April 2023: Messenger App, Restricted Docs, and More
Software & Systems
Facebook Messenger for Customer Service: The Basics
Behind the Scenes
Charting the Course of an Unexpected Career
Customer Engagement
Unlocking the Power of Customer Feedback with Microsurveys
Scaling Service
How To Optimize Your Support Strategy for Messaging Channels
Software & Systems
8 Customer Success Software Tools to Encourage Growth
Product Updates
Deliver a Seamless Support Experience with Messenger in Help Scout
Behind the Scenes
Friday Notes Keep Us on the Same Page
Software & Systems
Customer Engagement Software: 12 Tools to Try in 2025
Customer Engagement
Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
Articles
Artificial Integrity: Trust, AI, and Customer Service
Scaling Service
Make Customer Support a Team Sport with Light Users
Scaling Service
Tap Into Revenue in the Queue With Light Users
Customer Service
Want to Reduce Support Volume? Follow These 5 Steps
Software & Systems
The 11 Best SaaS Knowledge Base Platforms for 2025
Software & Systems
The 9 Best Help Scout Alternatives (Including Features and Price)
Hiring & Culture
Interviewing at Help Scout: The Insider Perspective
Customer Engagement
How to Get More Shoppers to Purchase with Messages
Behind the Scenes
Go Ahead, Learn Something: How Help Scout Empowers Employee Growth
Inside Help Scout
Create Help Articles With Confidence Using the New Docs Editor
Customer Engagement
Leveling Up Your Support Toolkit: Using Messages in Help Scout
Tips & Templates
Customer Support Tactic: Isolate the Backlog
Software & Systems
Google Groups Alternatives: 11 Great Options for Businesses
Customer Stories
Spikeball is a Help Scout User for Life: Here's Why
Articles
Using ChatGPT for Customer Service
Customer Stories
Litmus Boosts Customer Retention Rate by 26% with Help Scout
Customer Stories
Why Underground Printing Switched from Gmail to Help Scout
Customer Stories
How Ashesi University Created a School-Wide Support Center with Help Scout
Behind the Scenes
Space and Support Help Working Parents Thrive
Software & Systems
12 LiveChat Alternatives for Support Teams and Beyond
Articles
How Distributed Customer Service Teams Improve Each Other’s Skills
Product Updates
Quarterly Release Notes, Dec 2022: More Microsurveys, Message Styles, and More
Product Updates
4 Message Styles and How to Use Them
Software & Systems
Help Scout vs. Intercom: A Deep-Dive Comparison
Articles
7 Predictions for Customer Service and Support in 2023
Behind the Scenes
Top Shelf Reads from Help Scout Leaders
Hiring & Culture
How To Tell if a Company Is Really Customer-Centric
Tips & Templates
Support Tactic: Fresh Eyes, Fresh Voice
Software & Systems
Setup Guide: How to Create a Shared Inbox in Gmail
Software & Systems
7 GrooveHQ Alternatives to Help your Team Scale
Behind the Scenes
Words are the Bridge: Finding Harmony in Songwriting and Content Strategy
Software & Systems
The 9 Best Kustomer Alternatives for Help Desk Tickets
Product Updates
Microsurveys: The Quick Way to Capture Customer Feedback
Product Updates
Quarterly Release Notes, October 2022: Light Users, Microsurveys, and More
Software & Systems
Comparing Gorgias Alternatives: 8 Top Choices for 2025
Hiring & Culture
Sabbaticals in the Real World: How Help Scouters Are Using Their Time Away
Articles
Removing customer service accents via AI: The wrong solution to a real problem
Software & Systems
The 17 Best Help Desk Software: 2025 Comparison Guide
Behind the Scenes
Finding Flow at Work and on the Trail
Behind the Scenes
Straight From the Source: Help Scout Love
Software & Systems
The 9 Best Missive Alternatives for Team Collaboration
Software & Systems
The Complete Guide to Email Management in Higher Education: Ebook
Software & Systems
The Ultimate Guide to Email Management for Education
Software & Systems
The 12 Best Email Ticketing Systems: 2025 Comparison Guide
Product Tutorials
Product Walkthrough: Help Scout for Education
Tips & Templates
47 Pro Tips on How to Talk to Customers
Articles
A Love Letter to Social Media Customer Service Pros
Software & Systems
Help Desk vs. Service Desk: Which Is Best for You?
Software & Systems
Live Chat Software for Education: The 11 Best Options
Scaling Service
6 Great Templates for Customer Onboarding Emails
Scaling Service
How To Create an Excellent Customer Engagement Strategy
Product Tutorials
The Beginner’s Guide to Help Scout
Scaling Service
Building a Customer-Focused Company
Scaling Service
A Guide to Customer Success Manager Career Paths
Articles
Changing a Company Culture
Scaling Service
How to Create Great Customer Feedback Email Templates
Scaling Service
8 Free Customer Satisfaction Survey Templates
Software & Systems
Email vs. Live Chat Support
Articles
If Customer Service Were Really Superheroes
Scaling Service
How to Write the Best Customer Support Manager Job Description
Scaling Service
Work For Customers, Not Personas
Inside Help Scout
Bring Your Whole Company Closer to Your Customers With Light Users
Scaling Service
4 Customer Success Plan Templates and How to Use Them
Scaling Service
Customer Service Hiring: Project Ideas
Scaling Service
Support Team Swarming Vs. Tiering
Scaling Service
Product Support Analyst Job Description: Template and Examples
Leadership Tips
10 Practical Ways to Increase Team Productivity
Software & Systems
9 Helpshift Alternatives for Your Customer Communication Needs
Software & Systems
The 7 Best Zoho Desk Alternatives on the Market Today
Tips & Templates
How To Write an Auto-Reply Email: 6 Examples
Software & Systems
The 8 Best LiveAgent Alternatives For Customer Support Software
Customer Stories
How RealtyNinja Supported 300% Customer Growth with Help Scout
Inside Help Scout
Help Scout & Census: Sync trusted data to delight customers and reduce churn
Articles
Guiding clients to email support instead of their account managers
Product Updates
Quarterly Release Notes, June 2022: Docs + Beacon, Videos in Messages, and more!
Software & Systems
7 Types of Software Every Small Business Should Consider
Leadership Tips
7 Best Practices To Boost Your Team Collaboration
Articles
Is Google's LaMDA sentient, and if so would it like a job?
Leading Service
Omnichannel Customer Service 101: Definition, Benefits, & Tips
Customer Engagement
Turning support requests into customer insights
Growth & Culture
8 Strategies to Skyrocket Ecommerce Customer Loyalty
Working Remotely
Help Scout’s Ultimate Guide to Remote Management
Revenue Growth
Customer Onboarding: Steps, Examples, and Best Practices
Customer Stories
How George Washington University Handled a 22% Increase in Email Traffic
Customer Engagement
7 Key Customer Experience Metrics, From Basic to Advanced
Software & Systems
The 11 Best Kayako Alternatives for Customer Support in 2025
Software & Systems
The 9 Best HubSpot Service Hub Alternatives and Competitors
Software & Systems
The 9 Best HappyFox Alternatives on the Market in 2025
Articles
Museum of Customer Support: Ancient Fast Food
Ecommerce
The 10 Best Ecommerce Help Desks: 2025 Buyer's Guide
Ecommerce
Ecommerce Live Chat: Why You Need It + 12 Top Tools
Software & Systems
The 9 Best Help Desk Software for Schools and Universities
Product Updates
Make Sure Every Customer Finds an Answer With Docs + Beacon
Leading Service
How to Know When It's Time to Hire For Your Support Team
Leading Service
Step-By-Step Guide: Measuring Customer Service ROI
Product Updates
Release Notes, March 2022: Previous conversations, user report change, and more!
Customer Service
18 Higher Education Email Templates and Saved Replies
Software & Systems
The 9 Best Email Collaboration Software Platforms
Software & Systems
7 Outlook Shared Mailbox Alternatives for Email Collaboration
Tips & Templates
Writing Excellent Customer Service Emails
Articles
Teaching Analytical Reading
Software & Systems
The 7 Best Crisp Alternatives for Customer Support in 2024
Articles
How to Change Your Team’s Behavior
