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4 Message Styles and How to Use Them
Inside Help Scout4 Message Styles and How to Use Them

Help Scout's Messages feature allows you to reach your customers in-app or on your website to share news and capture sentiment. Here are four message types and how you can use them.

Help Scout vs. Intercom: A Deep-Dive Comparison
Customer ServiceHelp Scout vs. Intercom: A Deep-Dive Comparison

Help Scout vs. Intercom: Trying to decide which one is right for your team? Click through to learn more about how the two platforms stack up.

7 Predictions for Customer Service and Support in 2023
Customer Service7 Predictions for Customer Service and Support in 2023

Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.

Top Shelf Reads from Help Scout Leaders
Inside Help ScoutTop Shelf Reads from Help Scout Leaders

Help Scout's leadership team shares books they've loved and learned from.

How To Tell if a Company Is Really Customer-Centric
Customer ServiceHow To Tell if a Company Is Really Customer-Centric

Practical ways to tell the difference between a company that says it cares about customers and a company that’s truly built to be customer-centered.

Support Tactic: Fresh Eyes, Fresh Voice
Customer ServiceSupport Tactic: Fresh Eyes, Fresh Voice

When a conversation with a customer is not progressing toward a solution, it can be frustrating for everyone involved. Use this tactic to restore customer confidence and get things moving again.

12 Response Templates for Tricky Customer Service Emails
Customer Service12 Response Templates for Tricky Customer Service Emails

Use these customer service response templates and examples for inspiration to craft the perfect replies to the trickiest emails your team receives.

7 GrooveHQ Alternatives to Help your Team Scale
Customer Service7 GrooveHQ Alternatives to Help your Team Scale

Groove is a solid tool, but can it meet your needs as your company grows? If your business is starting to scale, here are seven GrooveHQ alternatives to consider.

Words are the Bridge: Finding Harmony in Songwriting and Content Strategy
Inside Help ScoutWords are the Bridge: Finding Harmony in Songwriting and Content Strategy

Meet Help Scout employees who are committed to their roles — and to hobbies, side hustles, and passion projects.

The 10 Best Web-Based Help Desks for Growing Businesses
Customer ServiceThe 10 Best Web-Based Help Desks for Growing Businesses

Are your customer-facing teams outgrowing Gmail and Outlook? Learn how a web help desk can help you better communicate with your customers.

Microsurveys: The Quick Way to Capture Customer Feedback
Inside Help ScoutMicrosurveys: The Quick Way to Capture Customer Feedback

With microsurveys, you can quickly set up short, in-app surveys to capture customer feedback at key moments and close the loop directly from Help Scout.

Setup Guide: How to Create a Shared Inbox in Gmail
Customer ServiceSetup Guide: How to Create a Shared Inbox in Gmail

Need a shared inbox in Gmail for your team? Learn how to set one up, and discover the pros and cons of each of Google’s shared mailbox solutions.

Quarterly Release Notes, October 2022: Light Users, Microsurveys, and More
Inside Help ScoutQuarterly Release Notes, October 2022: Light Users, Microsurveys, 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.

8 Gorgias Alternatives for Better Customer Support
Customer Service8 Gorgias Alternatives for Better Customer Support

Think you need Gorgias to support your eCommerce company? Here are 8 solid Gorgias alternatives for your customer service team.

Sabbaticals in the Real World: How Help Scouters Are Using Their Time Away
Inside Help ScoutSabbaticals in the Real World: How Help Scouters Are Using Their Time Away

Learn how Help Scouters are using their month-long sabbaticals to rest, relax, and recharge.

12 Tips and Tools to Better Manage Your Work Email
Customer Service12 Tips and Tools to Better Manage Your Work Email

In this article, we offer a number of practical management tactics and tools you can use to better manage email and get control of your inbox.

Removing customer service accents via AI: The wrong solution to a real problem
Customer ServiceRemoving customer service accents via AI: The wrong solution to a real problem

Sanas claim that their real-time “accent matching” improves understanding by 31% and customer satisfaction by 21%. What does it mean for customer service teams, and how should we think about it?

How a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration
Customer ServiceHow a Shared Inbox Can Improve Efficiency, Transparency, and Collaboration

Learn the different ways a shared inbox can improve team performance through better efficiency, transparency, and collaboration.

The 11 Best Help Desk Software for 2022 - Buyer's Guide
Customer ServiceThe 11 Best Help Desk Software for 2022 - Buyer's Guide

Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control.

Finding Flow at Work and on the Trail
Inside Help ScoutFinding Flow at Work and on the Trail

Meet Help Scout employees who are committed to their roles — and to hobbies, side hustles, and passion projects.

Straight From the Source: Help Scout Love
Inside Help ScoutStraight From the Source: Help Scout Love

If you want to know what it’s really like to work at Help Scout, read on for the real deal.

The 9 Best Missive Alternatives for Team Collaboration
Customer ServiceThe 9 Best Missive Alternatives for Team Collaboration

Shared inboxes are great for team collaboration, but not all tools are the same. If Missive isn’t right for your team, try one of these Missive alternatives.

The Complete Guide to Email Management in Higher Education: Ebook
Customer ServiceThe Complete Guide to Email Management in Higher Education: Ebook

This ebook will guide you through creating high-quality experiences for students, faculty, and staff by taking control of your university inboxes. You’ll discover how to manage high email volumes, coordinate departments and systems, and exceed high communications expectations.

The Ultimate Guide to Email Management for Education
Customer ServiceThe Ultimate Guide to Email Management for Education

Is email overwhelming your staff? Learn how the right strategies and tools can improve email management for education professionals.

Best Practices and Tips for Implementing a Help Desk
Customer ServiceBest Practices and Tips for Implementing a Help Desk

Are you ready to start using a help desk? Follow this guide full of best practices and tips to ensure that your implementation and evaluation go off without a hitch.

Choosing an Email Ticketing System: Our Top 11 Picks
Customer ServiceChoosing an Email Ticketing System: Our Top 11 Picks

Need to get your company email in check? Learn how an email ticketing system can help, and view our picks for teams looking to make the switch.

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Product Walkthrough: Help Scout for Education
Inside Help ScoutProduct Walkthrough: Help Scout for Education

Need help managing communications at your school or university? See how Help Scout can keep your team working together with ease.

A Love Letter to Social Media Customer Service Pros
Customer ServiceA Love Letter to Social Media Customer Service Pros

Social media customer service is a skill of its own. Here's our love letter to the people doing the hard work, in public, every day.

Help Desk vs. Service Desk: Which Is Best for You?
Customer ServiceHelp Desk vs. Service Desk: Which Is Best for You?

When evaluating a help desk vs. a service desk, there are many important considerations to keep in mind. Understand exactly what you’re looking for and how it fits to determine whether a help desk or service desk is best for you.

Live Chat Software for Education: The 11 Best Options
Customer ServiceLive Chat Software for Education: The 11 Best Options

On the hunt for new live chat software for your education program or school? Here are 11 options to consider as you begin your search.

How to Create and Organize a Knowledge Base
Customer ServiceHow to Create and Organize a Knowledge Base

Your knowledge base is one of the hardest working members of your team. Putting effort and energy into great knowledge base articles and organization helps it work even more efficiently.

6 Great Templates for Customer Onboarding Emails
Customer Service6 Great Templates for Customer Onboarding Emails

Your customer success managers are already super busy, but the emails they write have the power to make or break the customer experience. Take the guesswork out of their job with these six great templates for customer onboarding emails.

How To Create an Excellent Customer Engagement Strategy
Customer ServiceHow To Create an Excellent Customer Engagement Strategy

Learn what a customer engagement strategy is, why it’s important, how to measure it, and how to improve it.

The Beginner’s Guide to Help Scout
Inside Help ScoutThe Beginner’s Guide to Help Scout

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more.

Building a Customer-Focused Company
Customer ServiceBuilding a Customer-Focused Company

This guide will show you how to build a business known for its commitment to its customers.

The 9 Best Kustomer Alternatives for Help Desk Tickets
Customer ServiceThe 9 Best Kustomer Alternatives for Help Desk Tickets

Time for a new help desk? Here are 9 Kustomer alternatives to help you find the right customer service software for your company.

A Guide to Customer Success Manager Career Paths
Customer ServiceA Guide to Customer Success Manager Career Paths

Building a customer success manager career path can feel intimidating if you’re just getting started. Read our guide on how to move into a CSM role or boost your existing career in customer success.

Changing a Company Culture
Customer ServiceChanging a Company Culture

What can you do if your company's leadership are not interested in doing the work to become customer-centric and to truly value customer service? In our latest advice column, we offer some suggestions.

Standard vs. Plus Pricing: How to Choose the Right Plan For You
Inside Help ScoutStandard vs. Plus Pricing: How to Choose the Right Plan For You

Learn the difference between the Standard and Plus pricing plan—and which plan is right for you.

How to Create Great Customer Feedback Email Templates
Customer ServiceHow to Create Great Customer Feedback Email Templates

Every customer-facing team should be asking for constructive insights from their customers. These customer feedback email templates take the guesswork out of how to ask.

8 Free Customer Satisfaction Survey Templates
Customer Service8 Free Customer Satisfaction Survey Templates

Uncover eight free customer satisfaction survey templates and how to glean insights after your customers respond.

If Customer Service Were Really Superheroes
Customer ServiceIf Customer Service Were Really Superheroes

We don't need customer service heroes. We need customer-centric companies producing predictable service outcomes. But what if they really were heroes?

Email vs. Live Chat Support
Customer ServiceEmail vs. Live Chat Support

One of the most impactful things to consider in your support strategy is which channels to use. Both email and live chat support have pros and cons to consider as you expand on your customer support offerings.

How to Write the Best Customer Support Manager Job Description
Customer ServiceHow to Write the Best Customer Support Manager Job Description

Writing the best customer support manager job description is important when staffing for this key role within your company. Here are ten examples of great descriptions and templates you can use to write your next one.

Work For Customers, Not Personas
Customer ServiceWork For Customers, Not Personas

Here’s how (and why) to give every person in your business a deeper understanding of who your customers are, how they think, and what they need.

The Problem With Gmail and Outlook for Shared Email
Customer ServiceThe Problem With Gmail and Outlook for Shared Email

If you're struggling to manage email with Google Collaborative Inbox or Outlook Shared Mailbox, learn if upgrading to a shared inbox might be right for you.

4 Customer Success Plan Templates and How to Use Them
Customer Service4 Customer Success Plan Templates and How to Use Them

Customer success is largely made from repeatable, predictable processes. The four free customer success plan templates in this blog will help guide your CSMs toward the best possible experience for your customers.

Customer Service Hiring: Project Ideas
Customer ServiceCustomer Service Hiring: Project Ideas

Customer service job interview projects are useful, but they are by no means a silver bullet. Learn the dos and don’ts to find the best candidate for your role.

Support Team Swarming Vs. Tiering
Customer ServiceSupport Team Swarming Vs. Tiering

Tiered support has been the established method of addressing customer questions. However, support swarming has additional benefits that can help with specific aspects of team management. In this blog post, we break down the benefits and drawbacks of support swarming vs. tiering.

Product Support Analyst Job Description: Template and Examples
Customer ServiceProduct Support Analyst Job Description: Template and Examples

Here are five examples of great product support analyst job descriptions and suggestions you can use to write your next one.

10 Practical Ways to Increase Team Productivity
Growth & Culture10 Practical Ways to Increase Team Productivity

Many support managers spend a ton of time trying to increase productivity. By shifting your focus from output to empowerment, you can create more efficiency at work.

9 Helpshift Alternatives for Your Customer Communication Needs
Customer Service9 Helpshift Alternatives for Your Customer Communication Needs

There’s no doubt Helpshift is a useful tool, but it is limited. If you’re looking for something more robust, check out our list of nine Helpshift alternatives.

The Top 9 Help Desk Software for Small Businesses
Customer ServiceThe Top 9 Help Desk Software for Small Businesses

When it comes to help desk software for small businesses, finding a good fit is key. Here are nine platforms to consider as you begin your search.

The 7 Best Zoho Desk Alternatives on the Market Today
Customer ServiceThe 7 Best Zoho Desk Alternatives on the Market Today

Whether you’re a current Zoho Desk user or simply searching for other options to check out, we have a list of seven Zoho Desk alternatives for you to consider.

9 Best Live Chat Widgets for Your Business
Customer Service9 Best Live Chat Widgets for Your Business

Live chat widgets are useful tools that can help small businesses deliver an outstanding customer experience. Learn why it’s worth the investment and consider these nine tools.

How To Write an Auto-Reply Email: 6 Examples
Customer ServiceHow To Write an Auto-Reply Email: 6 Examples

Auto-reply emails can acknowledge your customer and provide great follow-up information without adding additional burden to staff. Take a look at these six examples of how to write an amazing message of your own.

The 8 Best LiveAgent Alternatives For Customer Support Software