All Posts
16 Ecommerce Knowledge Bases That Go Beyond the FAQ
The 4 Bucket System for Support
The Ultimate Guide to SaaS Customer Support in 2025
Listen First, Design Later
Noticing the Small Wins
Building Connections at Help Scout’s Rome Retreat
Air Canada’s Chatbot Walked So Cursor’s Chatbot Could Ruin
The Supportive Podcast Wraps-Up Season 1
Help Scout Using Help Scout: The Marketing Edition
Hey Marketers, It’s Time to Log In
Conversation Corner Live: Teacher Appreciation
The 8 Best Ecommerce Chatbots for Online Shops in 2025
How to Create a Knowledge Base in 8 Simple Steps
Customer-First Teams Thrive in Uncertain Times
Criticism in Customer Support
The 10 Best AI Chatbots for Customer Service in 2025
Support Team Mailbag: Reducing Turnaround Time
Companion Planting for Diversity in Support
Why People-First Security Matters (No Matter Where You Work)
Amplifying Employee Voices Through Content
Inside Learn Something Days: The Help Scout Support Team
Support Pros React!
Help Scout Classes: Learning to Educate at Scale
Comparing Front Alternatives: 12 Top Options for 2025
Rate Your AI
The Impact of Great Support on Revenue
Leveraging Transferable Skills for a Career Change
Formatting Tips to Improve Your Knowledge Base Articles
How mTuitive Helps People Get Better, Faster
How Help Scout Fueled BoxHero’s Global Expansion
Boomeranging Back to Help Scout
Streamlining Spring MVC with Per-Module Connection Pools
The 9 Best Healthcare Customer Service Software in 2025
Help Scout is Now Available in AWS Marketplace
Help Scout Remains Committed to DEI
Help Scout Now Includes Unlimited Seats
How Do You Manage Support During Federal Holidays?
How University of South Carolina Helps Students Feel at Home
Knowledge Base Maintenance: A Practical Framework
How AI Can Help You Deliver Multilingual Support
It's Groundhog Day in the Queue, Again
Data Quality: Why It’s Key To AI Support
What's the Best AI Customer Support Software? Top 9 Tools
Ticket Handling: Best Practices for Better Support
How to Build and Maintain an AI Knowledge Base
Unlocking Insights: How to Analyze Customer Feedback Effectively
Help Scout Joins the Shopify Plus Certified App Program
A Practical Approach to AI Transparency
AI and the Race for the Light
How to Create a Predictive Customer Service Strategy (and Why You Should)
Understanding AI Ticket Routing: Benefits and Challenges
Help Scout Announces Partnership with TD SYNNEX
Why We Redesigned Inbox
Navigating Change Management: Transitioning to Inbox 2
New Look and Feel, Same Help Scout
Conversation Corner: Making Support a Whole Company Sport
Improving CX by Overcoming the Challenges of AI Support
Building a Future in Support: The Demand for AI Skills
Smile, You’re in an AI Photo
Ticket Tagging Made Easy: Tips and Best Practices
Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Help Scout
What’s New in the Inbox: AI Drafts, Snooze, Send Later, and More
What Is Customer Service? Help Scouts Weigh In
Creating Champions: A Guide to Effective Customer Advocacy
Why Great Customer Service Isn’t Just Important, It's a Necessity
Do You Actually Need a Local Environment?
New in the Queue: AI Drafts, Snooze, and Send Later
Support Team Mailbag: Managing the Queue
Improve Experience with Customer Service Automation
HSL: An Intuitive Way to Represent Color in CSS
Help Scout Works Best When
Navigating the Hype: Staying Customer-First in an AI-Enabled World
Delivering More Customer Delight, Not More AI Hype
The 10 Best Free Help Desk Ticketing Systems in 2025
Conversation Corner: Real Support Talk
The 7 Best AI Ticketing Systems: 2025 Comparison Guide
How 11 Companies Are Using AI for Customer Service
Between Two Borgs
The Need for Speed: A Quick Way to Improve React Testing Times
Help Scout Using Help Scout: Tags and Custom Fields
Encouraging Empathy in Customer Service Teams
Making Things Right: Examples of Customer Service Recovery
Beyond the Biscoff: Thoughts on Building Customer Loyalty
Building Skills for the Sport of Support
Accessibility First Is the New Mobile First
9 Customer Experience KPIs to Track for Better Business Outcomes
Catch Me if You Can
The 17 Best Customer Service Software in 2025 (Free & Paid)
11 Cold Email Templates to Boost Your Response Rates
Help Scout Using Help Scout: Saved Replies
Help Scout’s Shopify Integration: More Functionality At Your Fingertips
The 8 Best HIPAA-Compliant Ticketing Systems in 2025
8 Ways for Support Teams to Use the Time That AI Saves
A New Paradigm: Rethinking 'The Customer Is Always Right'
Help Desk Automation: A Recipe for Better Support
What is Knowledge Management? A Beginner’s Guide
The Evolution of Performance Management at Help Scout
The Top 10 Benefits of Chatbots in Customer Service
First Impressions Last
Crafting an Effective Customer Service Cover Letter: Examples and Tips
The Name of the Rose
Quarterly Release Notes: AI, Shopify, Instagram, and More
Using AI for Email Writing: The 9 Best Tools
When Support Teams are Blamed for Product Problems
New in the Queue: Shopify, Social, and AI
101 Best Live Chat Response Examples for Customer Service
The Ultimate Guide to Understanding and Managing Your Customer Lifecycle
How To Share an Instagram Account: The 3 Best Ways
How to Use AI for Live Chat + 5 Tools To Consider
Making the Most of Remote Meetings
Evolving Brand Design at Help Scout
Coping in the Queue: Tips for Managing AI Anxiety in Customer Support
AI and the Gravity of Mediocrity
Fears, Careers, Robot Peers: Help Scout Support Pros Talk AI
Navigating a Support Career in an AI-Powered World
Help Scout Has Acquired SupportAgent.ai
The 21 Best Instagram Tools for Business Growth (2025)
How to Improve Ecommerce Customer Retention (5 Easy Ways)
A Very Help Scout Thanksgiving
4 Diverse AI Chatbot Examples for Great Customer Service
Help Scout Has a New Look
Bring Instagram Conversations Into Help Scout
Quarterly Release Notes, October 2023: AI Assist, Log in with Google, and More
Four Customer Service Lessons Leaders Learned Early — and Still Call on Today
Conversational AI for Customer Service: How To Get It Right
7 Customer Service Resume Examples + Best Practices
How to Enhance Customer Service with AI Tools: Featuring Close, JustCall, & Make
Common Customer Complaints: 8 Examples and Solutions
Customer Service Week: What It Is and Ways to Celebrate
Inside Support: Q&A with Support Leader Brittany Ferguson
Navigating Product Changes in SaaS Support
How to Create a Jira Ticketing System
Introducing AI Assist for Better, Faster Responses
The 7 Best CRM Platforms Compared (2025)
Finding Joy in the Feedback Loop — Through Improv and in the Queue
First Impressions Are Fast Impressions
The 11 Best Issue Tracking Software for Customer Support Teams
The Best Shopify Customer Service Apps: 8 Options for 2025
5 Ways Customer Success Teams Can Use Messages to Boost Engagement
How To Be Heard By Your Product Team
Building Stronger Customer Relationships
How Mabel’s Labels Achieved a 93 CSAT Score while Reducing Support Volume by 58%
The 10 Best Customer Experience Software Options on the Market (2025)
Meet Help Scout's New Conversation Editor
Going off Script
4 Steps Toward Building a Culture That's Aligned with Company Values
17 Great Customer Service Examples to Inspire You
Customer Service Management: How to Develop an Effective Strategy
Building a Customer-Oriented Ecommerce Business Through Better Human Interaction
48 Ecommerce Interview Questions for Hiring the Right Team
50+ Ecommerce Survey Questions To Ask in 2024
Quarterly Release Notes, July 2023: AI Summarize, Tag Organization, and More
Help Scout’s AI Is at Your Service
Help Scout and AI: A New Perspective
Help Scout + AI = Better Customer Support
Building a Customer-Centric Ecommerce Business: The Complete Guide
The 8 Best Customer Service Mobile Apps (Features + Pricing)
How to Plan for Connection at Your Remote-company Retreat
How Castiron Helps Thousands of Customers With a Two-Person Support Team
Attract, Delight, Repeat: How To Turn Ecommerce Buyers Into Repeat Customers
Comparing SaaS and Ecommerce Support
The 8 Best HIPAA-Compliant Live Chat Apps in 2025
Paid SaaS Support: How To Offer It and Why It Matters
How BombTech Golf Increased Customer Satisfaction as Their Business Scaled
26 Customer Service Interview Questions (+ Interview Tips)
Quarterly Release Notes, April 2023: Messenger App, Restricted Docs, and More
Facebook Messenger for Customer Service: The Basics
Charting the Course of an Unexpected Career
Unlocking the Power of Customer Feedback with Microsurveys
How To Optimize Your Support Strategy for Messaging Channels
8 Customer Success Software Tools to Encourage Growth
Deliver a Seamless Support Experience with Messenger in Help Scout
Friday Notes Keep Us on the Same Page
Customer Engagement Software: 12 Tools to Try in 2025
Beyond Tickets: How Support Teams Impact Revenue (Featuring Litmus and Close)
Artificial Integrity: Trust, AI, and Customer Service
Make Customer Support a Team Sport with Light Users
Tap Into Revenue in the Queue With Light Users
Want to Reduce Support Volume? Follow These 5 Steps
The 11 Best SaaS Knowledge Base Platforms for 2025
The 9 Best Help Scout Alternatives (Including Features and Price)
Interviewing at Help Scout: The Insider Perspective
How to Get More Shoppers to Purchase with Messages
Go Ahead, Learn Something: How Help Scout Empowers Employee Growth
Create Help Articles With Confidence Using the New Docs Editor
Leveling Up Your Support Toolkit: Using Messages in Help Scout
Customer Support Tactic: Isolate the Backlog
Google Groups Alternatives: 11 Great Options for Businesses
Spikeball is a Help Scout User for Life: Here's Why
Using ChatGPT for Customer Service
Litmus Boosts Customer Retention Rate by 26% with Help Scout
Why Underground Printing Switched from Gmail to Help Scout
How Ashesi University Created a School-Wide Support Center with Help Scout
Space and Support Help Working Parents Thrive
12 LiveChat Alternatives for Support Teams and Beyond
How Distributed Customer Service Teams Improve Each Other’s Skills
Quarterly Release Notes, Dec 2022: More Microsurveys, Message Styles, and More
4 Message Styles and How to Use Them
Help Scout vs. Intercom: A Deep-Dive Comparison
7 Predictions for Customer Service and Support in 2023
Top Shelf Reads from Help Scout Leaders
How To Tell if a Company Is Really Customer-Centric
Support Tactic: Fresh Eyes, Fresh Voice
Setup Guide: How to Create a Shared Inbox in Gmail
7 GrooveHQ Alternatives to Help your Team Scale
Words are the Bridge: Finding Harmony in Songwriting and Content Strategy
The 9 Best Kustomer Alternatives for Help Desk Tickets
Microsurveys: The Quick Way to Capture Customer Feedback
Quarterly Release Notes, October 2022: Light Users, Microsurveys, and More
Comparing Gorgias Alternatives: 8 Top Choices for 2025
Sabbaticals in the Real World: How Help Scouters Are Using Their Time Away
Removing customer service accents via AI: The wrong solution to a real problem
The 17 Best Help Desk Software: 2025 Comparison Guide
Finding Flow at Work and on the Trail
Straight From the Source: Help Scout Love
The 9 Best Missive Alternatives for Team Collaboration
The Complete Guide to Email Management in Higher Education: Ebook
The Ultimate Guide to Email Management for Education
The 12 Best Email Ticketing Systems: 2025 Comparison Guide
Product Walkthrough: Help Scout for Education
47 Pro Tips on How to Talk to Customers
A Love Letter to Social Media Customer Service Pros
Help Desk vs. Service Desk: Which Is Best for You?
Live Chat Software for Education: The 11 Best Options
6 Great Templates for Customer Onboarding Emails
How To Create an Excellent Customer Engagement Strategy
Building a Customer-Focused Company
The Beginner’s Guide to Help Scout
A Guide to Customer Success Manager Career Paths
Changing a Company Culture
How to Create Great Customer Feedback Email Templates
8 Free Customer Satisfaction Survey Templates
Email vs. Live Chat Support
If Customer Service Were Really Superheroes
How to Write the Best Customer Support Manager Job Description
Work For Customers, Not Personas
Bring Your Whole Company Closer to Your Customers With Light Users
4 Customer Success Plan Templates and How to Use Them
Customer Service Hiring: Project Ideas
Support Team Swarming Vs. Tiering
Product Support Analyst Job Description: Template and Examples
10 Practical Ways to Increase Team Productivity
9 Helpshift Alternatives for Your Customer Communication Needs
The 7 Best Zoho Desk Alternatives on the Market Today
How To Write an Auto-Reply Email: 6 Examples
The 8 Best LiveAgent Alternatives For Customer Support Software
How RealtyNinja Supported 300% Customer Growth with Help Scout
Help Scout & Census: Sync trusted data to delight customers and reduce churn
Guiding clients to email support instead of their account managers
Quarterly Release Notes, June 2022: Docs + Beacon, Videos in Messages, and more!
7 Types of Software Every Small Business Should Consider
7 Best Practices To Boost Your Team Collaboration
Is Google's LaMDA sentient, and if so would it like a job?
Omnichannel Customer Service 101: Definition, Benefits, & Tips
Turning support requests into customer insights
8 Strategies to Skyrocket Ecommerce Customer Loyalty
Help Scout’s Ultimate Guide to Remote Management
Customer Onboarding: Steps, Examples, and Best Practices
How George Washington University Handled a 22% Increase in Email Traffic
7 Key Customer Experience Metrics, From Basic to Advanced
The 11 Best Kayako Alternatives for Customer Support in 2025
The 9 Best HubSpot Service Hub Alternatives and Competitors
The 9 Best HappyFox Alternatives on the Market in 2025
Museum of Customer Support: Ancient Fast Food
The 10 Best Ecommerce Help Desks: 2025 Buyer's Guide
Ecommerce Live Chat: Why You Need It + 12 Top Tools
The 9 Best Help Desk Software for Schools and Universities
Make Sure Every Customer Finds an Answer With Docs + Beacon
How to Know When It's Time to Hire For Your Support Team
Step-By-Step Guide: Measuring Customer Service ROI
Release Notes, March 2022: Previous conversations, user report change, and more!
18 Higher Education Email Templates and Saved Replies
The 9 Best Email Collaboration Software Platforms
7 Outlook Shared Mailbox Alternatives for Email Collaboration
Writing Excellent Customer Service Emails
Teaching Analytical Reading
The 7 Best Crisp Alternatives for Customer Support in 2024
How to Change Your Team’s Behavior
13 Best Practices for Improving Online Customer Service
Customer Success: What It Means, Why It Matters, and More
The 9 Best Gmelius Alternatives for Email Collaboration
The 13 Best Intercom Alternatives and Competitors in 2025
How to Deal with Difficult Customers
Museum of Customer Support: The First Shopping Cart
SaaS Customer Success: Key Roles, Strategies, and Tools
The 11 Most Impactful Customer Service Metrics to Measure
Measuring Customer Service Success More Broadly
9 Guiding Principles for Doing Startup Customer Service Well
Encouraging Support Teams To Write Help Docs
The 9 Best Freshdesk Alternatives and Competitors in 2025
12 Predictions for Customer Service Trends in 2022
Distribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?
Quarterly Release Notes, December 2021: Targeted Messages, Properties Visibility
Fast Food vs. Fine Dining in Customer Service
How To Make the Most of Your Customer Support Data
Reducing and Handling Ecommerce Shipping Cost Complaints
Customer Self-Service: Benefits, Tips, and 5 Great Tools
Dealing With Abusive Customers
How FlexJobs Engages Customers With Proactive Messages
How Support Teams Can Improve Customer Retention
How To Choose the Right Customer Service Channels in 2025
Museum of Customer Support: The World's Oldest Complaint Letter
Writing Your Own Customer Service Recipe Book
The 8 Best Hiver Alternatives for Team Collaboration in 2025
Delivering Excellent B2C Customer Service: 7 Best Practices
19 Actionable Help Desk Metrics for Customer Support Teams
DEI at Help Scout: 2021 Update
Shared Email Account: Types, Tips, and the 9 Best Tools
14 Actionable Live Chat Metrics to Start Tracking Today
Buyer's Guide to Choosing the Right Customer Support Tool
The 20 Best Zendesk Alternatives and Competitors in 2025
Terrifying Tales of Spooky Support
Announcing Help Scout's 2021 Customer Service Awards
Annual Planning as a New Customer Support Leader
The 7 Best Customer Communication Tools in 2025
Visit Sea Sat, the Customer Service Restaurant
10 Actionable Knowledge Base Metrics to Start Tracking Today
Why Customers Ask Vague Questions (and What To Do About It)
Build Better Customer Relationships With New Targeted Messages
10 Ways to Improve Your Customer Service Security
Find the Best Email Management Software: 11 Top Options
Scaling Customer Support Without Sacrificing Quality: 15 Tips
5 Steps Support Teams Can Take To Get Product Bugs Fixed
Help Scout’s Step-By-Step Remote Hiring Process
The Book That Changed My Customer Service Career
Customer Onboarding Specialist Job Description: Templates and Examples
The Supportive: A Series for Service Professionals
Customer Success Specialist Job Description: Template and Examples
Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid
The Ultimate Guide to Small Business Customer Service
What Should I Include in My Cover Letter?
Creating a Customer Service QA Process: A 6-Step Guide
How to Write a Tier 2 Support Job Description + 5 Examples
Customer Support Rep Job Description: Template and Examples
The 13 Best Knowledge Base Software (Free & Paid) in 2025
Tips & Templates for Writing Great Knowledge Base Articles
18 Customer Service Tips for Financial Services Companies
The 9 Best Social Media Customer Service Software in 2025
9 Customer Service Blogs Every Support Pro Should Follow
How to Recognize, Reduce, and Repair Customer Service Burnout
How FAQ Software Can Help Your Small Business
13 Tips and Best Practices for Real Estate Customer Service
Building a Customer-Oriented Company: Strategies & Examples
11 Tips on Delivering Great Customer Service in Education
11 Types of Bad Customer Service (and How To Avoid Them)
Google Collaborative Inbox: Pros, Cons, and 5 Alternatives
Telling My Boss About My True Career Goals
Delivering Great Customer Service in the Healthcare Industry
Quarterly Release Notes, June 2021: Messages Updates, Fundraising Emails, & More
How to Build a Globally Remote Team That Really Works
11 Top SaaS Help Desk Software for 2025 (Ranked & Rated)
107 Customer Service Statistics and Facts You Shouldn't Ignore
10 Inspirational Customer Experience Examples
Customer Experience vs. Customer Success: Explained
Why You Don’t Need an AI Support Chatbot
Customer Success vs. Account Management: Why Both Matter
How We Approach Employee Compensation at Help Scout
5 Examples of Customer Success Marketing for SaaS Teams
Being Pushed to Offer Service Level Agreements Too Soon
What's the Best Free Live Chat Software? 9 Top Options
How Brain.fm Achieved a 95% CSAT Score With Help Scout
4 Simple Tips for Crafting an Ideal B2B Customer Experience
How to Build a Strong Customer Service Culture
10 Simple Ways to Wow Your Customers Every Day
Balancing Soft-Skills With Technical Ability
What Is Customer Happiness + 11 Ways to Inspire It
6 User Adoption Strategies for Growing SaaS Businesses
How OnePageCRM Reduced Their Team's Workload by 50%
Customer Story: Upstream Tech
The Taming of the Queue: 14 Support Queue Management Tips
6 Customer Experience Books Every Founder Should Read
5 Effective Customer Loyalty Programs for Small Businesses
How to Hire for Customer Service: A Step-by-Step Guide
CX Fitness: Conducting a Customer Experience Analysis
Quarterly Release Notes, March 2021: Beacon Identify Changes, Messages Editor
Creating a Customer Success Journey Map in 6 Steps
6 Customer Centricity Examples To Use In Your Business
Behind The Scenes: How a Help Scout Article Is Made
Breaking Into SaaS Support
Customer Story: Zapier
Customer Story: GrabCad
Customer Story: Springboard
A Comprehensive Guide to Customer Satisfaction Score
Customer Story: Influitive
Customer Story: Mixmax
How To Use NPS to Measure Your Customer Experience
Customer Story: Panorama Education
Customer Story: Tattly
7 Foundational Customer Experience Best Practices
Customer Story: Threadless
Customer Story: LanguaTalk
B2B Customer Service: What It Is and How To Do It Well
GPT-3 and AI in Customer Support
The Best Role for a Second Customer Service Hire
Creating a Customer Experience Team: 4 Questions to Ask
A Founder’s Guide to Collecting and Utilizing User Feedback
9 Key Aspects of a Stellar Customer Success Strategy
Where to Start When Building a Customer Success Team
Customer Service Training: 21+ Tips, Activities, and Courses
How to Create a Customer Feedback Loop That Works
Customer Story: GrowSurf
The Role of Customer Stickiness in Building Enduring Loyalty
Avoiding Cherry-Picking in the Support Queue
Customer Satisfaction: What It Is and 6 Ways to Boost It
Customer Support Job Description: Examples and Best Practices
8 Key SaaS Customer Success Metrics & How to Measure Them
How to Get Started Delivering Proactive Customer Service
101 Inspirational Customer Service Quotes
How a Great Customer Experience Can Grow Your Bottom Line
Customer Perception and How to Manage It Effectively
Quarterly Release Notes, November 2020: Advanced Permissions, Message Reports
How to Improve Customer Loyalty With Customer Effort Score
10 Techniques for Collecting Voice of the Customer Data
How to Inspire, Measure, and Improve Customer Loyalty
Holiday Customer Service: 6 Tips for Scaling Support Spikes
A Founder’s Guide to Building a Customer-Focused Company
Customer Story: TeamSnap
How to Manage Changing Team Needs with Advanced Permissions
How to Identify and Optimize Customer Experience Touchpoints
13 Response Templates for Tricky Customer Service Emails
5 Ways to Automate Support Without Degrading Service
5 Simple Knowledge Base SEO Tips Anyone Can Follow
A Complete Guide to Customer Acquisition for Startups
Understanding Consumer Behavior to Convert More Customers
9 Example Customer Service Goals for Your 2025 Strategy
How to Write Support Emails Your Customers Will Love
7 Steps to Build a Thriving Customer Service Team
4 Meaningful Customer Satisfaction Metrics, Compared
Announcing Help Scout's 2020 Customer Service Awards
Tips for Finding Your Perfect Customer Service Career Path
The Non-Coder’s Guide to Using the Help Scout API
The List Building Strategies That Grew 251,000 Subscribers
Quarterly Release Notes, September 2020: Article Ratings, New Messages Editor
Customer Support: Definition, Importance, and 8 Essential Tips
Writing an Effective Apology Letter to Customers (+ 5 Examples)
How Help Scout Mitigates Unconscious Bias in Hiring
Customer Service Experience: Definition, Tips, & Examples
8 Companies with Exceptional Customer Service + Helpful Tips
6 Proven Strategies for Building a Customer-Centric Company
7 Tips for Becoming a SaaS Support Professional
How to Create an Inspiring Customer Service Philosophy
How to Build a Winning Customer-Centric Marketing Strategy
Step-By-Step Guide: How to Handle Customer Complaints
Time To Resolution: What It Is, Why It Matters, and How to Reduce It
5 Practical Ways to Automate Ecommerce Customer Service
Guide to Customer Relations: Definition, Benefits, and Tips
Customer Appreciation Ideas: 17 Ways to Thank Customers
What Is Customer Retention + 16 Proven Retention Strategies
10 Ways to Deliver Consistently Great Customer Service
How to Advocate for Colleagues in a Remote Work Environment
An Overview of NPS for Customer Service Teams
Email Response Times: Benchmarks and Tips for Support
Black Lives Matter
10 Unforgettable Customer Service Stories
Quarterly Release Notes, May 2020: Product Live, iOS Forwarding, Slack & More
12 Customer Service Phrases to Use (+ 8 You Should Avoid)
The 6 Best Remote Collaboration Tools for Customer Service Teams
COVID-19's Impact on Customer Service Volumes
Remote Employees Shouldn’t Be Paid Less Based on Geography
KPIs and Business Practices in the Time of Coronavirus
9-Step Guide to Switching Help Desks
10 Tips for Knocking Your Virtual Interview Out of the Park
How to Write a Value Proposition (+ 6 Modern Examples)
Weathering the Economic Storm of COVID-19
Customer Satisfaction Surveys: A Comprehensive Guide
How to Stay Productive While Working from Home With Kids
The Ultimate Guide to Ecommerce Customer Service in 2025
18 Knowledge Base Examples That Get It Right
A Retreat Apart: Planning Help Scout’s First Ever Remote Retreat
Building Exceptional Teams and Culture in a Pandemic: Live Q&A
Quarterly Release Notes, March 2020: COVID-19 Resources, Chat Ratings, and More
Working Remotely: Tips from 100+ Remote Workers & Leaders
What Is a Shared Inbox + The 9 Best Shared Inbox Tools
Crisis Communication Tips for Customer Service Teams
Creating Knowledge Base Videos: Tips, Tools, and Examples
Will AI Take My Job in Customer Service?
Live Chat Best Practices and Tips for Customer Service Teams
21 Key Live Chat Statistics for Customer Service Teams
DEI at Help Scout: Fall 2019 Update
The Secret Art of Delegation
Communicating With Customers During a System Outage
A Detailed Guide to Remote Employee Onboarding
The Ultimate Guide to Creating a Customer Knowledge Base
Writing the Perfect Customer Thank-You Note (+ Examples)
Go-To Scripts for 16 Tricky Customer Service Scenarios
Customer Feedback: Why It’s Important + 7 Ways to Collect It
Inside Help Scout: How We Implement Whole Company Support
Color Psychology in Marketing and Branding is All About Context
The 5 Key Principles of Customer-Centric Selling
What is a Support Ticket (& Why We Don’t Use That Term)
7 Shared Mailbox Best Practices You Can Put Into Action
Creating Customer Flow
How to Handle Customer Support During Company-Wide Events
27 Company Retreat Ideas Your Team Will Actually Enjoy
Should I Let My Staff Complain About Customers?
How to Plan a Fun and Productive Company Retreat
13 Productivity Hacks to Maximize Your Time
How Beacon Helps You Deliver Great Customer Service
Inside Help Scout: How We Triage Our Support Queue
ARPA: A Framework Alternative to the RACI Model
Help Scout’s Brand Animation Process
9 Principles For Starting a Successful Side Hustle
Illustrating the Help Scout Brand
How to Support Working Parents
Introducing Help Scout for Good
Announcing the Help Scout Brand Handbook
Rolling Out Weekend Support
27 Funny Customer Service Quotes
How to Communicate Ideas Effectively
DEI at Help Scout: Spring 2019 Update
5 Boring Customer Service Stories
Humanize Your Support With Data
The Impact and Value of Taking a Sabbatical from Work
The Technical Debt Myth
8 Internal Communication Tools to Boost Collaboration
Making (and Breaking) the Help Scout Brand
How to Turn Off a Support Channel Gracefully
Behind the Scenes: The Design of Beacon
Why Analytical Reading Is a Must-Have Skill
Help Scout's Annual Customer Support Salary Study
Communicating Support Successes to the Wider Company
21 Key Customer Service Skills (and How to Develop Them)
Five Tools for Writing High Quality PHP
How To Write a Good Internal Note
Support Teams and Technical Writers: A Powerful Partnership
What Remote Companies Can Teach About Asynchronous Communication
Sales as a Service
3 Strategies for Scaling Up to 24-Hour Customer Service
Making Content More Inclusive
Customer Support Operations: Description, Responsibilities, and Skills
6 Steps to Recruiting Like a Human
The Business Case for Support-Driven Growth
The Art of Troubleshooting for Customer Support Professionals
What Is Contextual Support, and Why Is It Critical to Live Chat?
6 Tips for How to Collaborate on Remote Design Teams
Help Your New Hires Rock: 30/60/90-Day Reviews for Support
Getting Started with Support-Driven Growth
What to Call Your Customer Service and Support Teams
How to Fire a Customer (The Right Way) in 5 Steps
DEI at Help Scout: 2018 Update
Everything You Need to Know About Implementing a Price Increase
How to Stand Out in a Crowded Market
How to Hire for Chat and Email Writing Skills
The Right Way to Consolidate Your Customer Support Tools
Customer Service vs. Customer Experience: Explained
Customer Service vs. Customer Support: Explained
Customer Support vs. Customer Success: Explained
9 Ways to Foster Diversity and Inclusion at Work
How to Deal With Cheap Customers
AI, Curiosity, and the Future of Human Customer Service
Learn How to Negotiate with these 12 Tactics for Successful Negotiations
How to Build a Great Remote Company Culture
A Customer Support Leader’s Guide to One-on-Ones
11 Strategies to Maintain Customer Intimacy at Scale
Scaling Support With Personality at Cards Against Humanity
How to Rebuild Customer Loyalty After a Data Security Breach
Beacon 2.0 Preview: The User Interface
Migrating a Customer Query Between Support Channels
Need a CRM? Consider These Tips First
4 Ways to Determine What Your Customer Really Needs
Beacon 2.0 Preview: Introducing Chat
Reduce Your Support Load Through Better Product Writing
Writing Support Emails: A Style Guide
Turn Support Hunches into Usable Data for Product Teams
Inbox Zero: The Fast, Empathetic Way to Get Your Team There
9 Tips for Delivering Time-Sensitive Customer Service Fast
Working Successfully in a Collaborative Support Model
9 Experiential Marketing Examples from Highly Creative Companies
How to Determine Your Company’s Multichannel Customer Support Strategy
Beacon 2.0 Preview: What’s New
How Mailchimp Bridges the Gap Between Support and Product
Taking Customer Service Beyond Satisfaction
The Future of Self-Service
Self-Service is the Next Frontier in Customer Support
5 Ways Your Small Business Can Impress First-Time Customers
Customer Service + Marketing = Improved Customer Experience
Flexible Working is a Win-Win for Employees and Companies Alike
How to Snag (and Succeed at) a Remote Customer Service Job
6 Tips to Keeping Your Remote Team Connected
Why Support Teams Must Stake a Claim to Revenue
How (and Why) to Respond to Positive Online Reviews
How to Write Conclusions That Don’t Suck
6 Steps to Creating a Customer-Centric Culture
How to Use Customer Service to Stand Out from the Competition
9 Tips for Working While You Travel
How to Turn Negative Yelp Reviews Into New Customers
How to Revamp Your Knowledge Base Architecture
The Digital Nomad’s Toolkit for Staying Productive
Listen While You Lead: 3 Unexpected Lessons for New Managers
Ecommerce Companies Use Multiple Instances to Manage Different Customer Groups
Why You Should Set Big Goals (Even If You Might Not Hit Them)
8 Tips for How to Approach Cross-Cultural Customer Support
How to Maintain Your Health as a Digital Nomad
Knowledge Base Design Tips for Better Self-Service Support
The Right (and Wrong) Way to Outsource Customer Support
8 Best Practices for Designing a Helpful Contact Page
Empower Your Customers With Self-Service, Chat and Help Desk Support
3 Simple Automations That Free Your Support Team From Tedious Tasks
8 Slack Hacks for Reducing Information Anxiety
10 Lessons We Learned About Telling Customer Stories
Why Your Customer Service Sucks
How Building a Community Can Supercharge Your Customer Service
How to Handle Conflict on Remote Teams
What I Learned About Customer Service While Working at A Bookstore
How I Stay Productive Working Remotely
DEI at Help Scout: 2017 Update
5 Benefits of Integrating HubSpot + Help Scout
Customer Acquisition vs. Customer Satisfaction
How To Succeed as a Customer Support Manager
Testing Code That Talks to the Database
Functional vs. Unit Testing for the Browser
How Customer Support Teams Can Maximize Seasonal Downtime
How Our Remote Team Stays Aligned With Town Hall Meetings
Take It or Leave It: What Help Desk Data Should You Migrate?
The Future of Customer Service: 10 Trends to Watch
Reducing Complexity with Guard Clauses in PHP and JavaScript
The Art and Science of Getting into the Flow
6 Questions to Ask Before You Email Your Customers
Becoming a Digital Nomad: the Good, the Bad, and the Ugly
The Database Is Not an Implementation Detail
How to Master Difficult Customer Service Conversations
4 Easy and Effective Ways to Invest in Your Customers
How to Write the Perfect Customer Service Resume
How to Break Up With Abusive Customers
The Psychology Behind the Perfect Customer Interview
How to Write the Perfect Interview Thank-You Email
What My Mechanic Taught Me About Customer Service
How to Work a 40-Hour Week
The Value of Doing Things That Scare You
How to Build a Great Business
9 Customer Champions Who Received Great Customer Service
Taking the Right Tone With Customers
Building a Community Around Your Business
How 3 Nonprofits Approach Customer Service
5 People You Need On Your Customer Support Team
The Surprising Reality of Side Hustles: They're Good for Business
How to Use Storytelling to Connect with Your Customers
Great Content Is Still the Biggest Hurdle
How to Build and Optimize Your Customer Support Funnel
4 Ways Groups Can Stifle Creative Thinking
Aligning Sales and Support for Long-Term Growth
The Evolution of the Help Scout Brand
How to Make the Most of Your Customer Testimonials
How We Use Video to Build Remote Culture
4 Ways to Find Meaningful Opportunities in Customer Support
Improving Employee Retention in Customer Support
Don't Let Your Professional Shortcomings Hold You Back at Work
Support Teams Should Have a Seat at the ‘Adult' Table
Relationship Marketing: The Value of Marketing to Current Customers
A Brief Guide to Better 1:1’s—For Makers and Managers Alike
The 25 Best Entrepreneur Books on Marketing, Sales, and Support
9 Tips to Improve Your Customer Support Game
Have the 4P's of Marketing Become Outdated?
Support, Sales, and Marketing Need to Work in Harmony
6 Tips for Delivering Effective International Customer Service
The Best Advice We Ever Received
These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face
How to Break Your Worst Work Habits
Organizing Teams With Players and Coaches
16 Customer Service Tips to Never Forget
Boost Customer Happiness with Exclamations and Emoticons
The 27 Best Customer Service Books
Upselling in a Customer-First Company
10 Timeless Pricing Strategies to Increase Sales
How We Transitioned to 24-Hour Support
Org Structure Is All in the Execution
How Remote Teams Are Becoming the Future of Work
Track Requests to Keep Customers Coming Back
The Psychological Benefits of Writing
When Being Nice Isn’t Being Kind
Solving Problems Outside Your Domain
3 Approaches to Getting Unstuck
What Really Matters Can’t Be Measured
7 Ways to Engage Far-Flung Team Members
How We Replaced Our Weekly All-Hands Meeting with Video
5 Big Lessons Support Managers Wish They’d Learned Sooner
How to Sabotage Any Meeting
7 Tips on How to Say No to Customers
3 Steps to Making Better Decisions
Why a Visual Really is Worth 1,000 Words
The Importance of Finishing What You Start
Giving Great GIFs for Better Support
Why All Hands Support Didn’t Work for Our Company
How Bias Can Sabotage the Workplace
Why Water Cooler Talk Matters More Than You Think
5 Perspectives on Diversity in the Workplace
Mastering the Art of ‘Just Start’
What Psychology Teaches Us About Structuring the Workday
What We Learned Telling Customers’ Stories
7 Ways to Nurture Creativity
The Hidden Beauty of Constraints
Routine Disruption: How to Change Your Habits for the Better
How Practicing Mindfulness Can Lead to Better Decision Making
If You Aren’t Cringing, You Aren’t Improving
8 Powerful Ideas on Hiring for Talent and Culture-Fit
How Writing Regularly Can Improve Your Creativity and Clarity
Lessons Learned from 6 Years of Working in My Pajamas
Easy Reading Is Damn Hard Writing
How Music Affects Your Productivity
Building a Newsletter Welcome Series from Scratch
The Benefits of Learning as a Team
Avoiding the Silo of Team Communication
Customer Story: Tuft and Needle
Customer Story: Senneca
25 Insights for Creating and Sustaining Workplace Happiness
Silence Is a Noxious Gas
Letting Your Customers Speak for You
How to Write with Substance
Keeping Our Overachiever Culture
The Customer Always Remembers
Why Businesses Have a Hard Time Fixing What’s Broken
How Ritz-Carlton’s Support Lexicon Created Unity through Clarity
Must Reads for Leaders: 10 Invaluable Books for Moving Hearts and Minds
How Better Customer Service Attracts and Retains Better Clients
Tone and Language Are Building Blocks to Customer Expectations
The Business Case for Loving Customers
How the American Red Cross Redesigned the Experience of Donating Blood
The Lost Art of Candor in the Workplace
How Backcountry Creates an Exceptional Customer Experience
25 Underrated Books on Persuasion, Influence, and Understanding Human Behavior
10 Must-See Videos from Stanford Business School
Don’t Let Tone Ruin Your Support Interactions
How Disney Creates Magical Experiences (and a 70% Return Rate)
Why Chipotle’s Customer Experience is Trouncing the Competition
Customers Are Tired of Insincere Support
How to Make Hiring Less of a Headache
Features Tell, But Benefits Sell
Giving Your Customers a Peek Behind the Curtain
Using the Customer Service Tone
Six Ways Remote Teams Can Crush Their To-Do Lists
How to Build a Brand that Wins Over Customers’ Hearts and Wallets
The Right (and Wrong) Way to Handle a Company Crisis
Front-end Testing for the Lazy Developer with CasperJS
A Scientific Take on Viral Marketing
The Happy Warrior: Research Reveals What Makes a Successful Leader
10 Academic Insights on Building and Managing an Exceptional Team
Creating a Unique Selling Proposition that Stands Out
10 Proven Ways to Build a Website that Customers Will Love
Customer Profiles: A Smarter Way to Reach Your Customers
Why Steve Jobs Didn't Listen to His Customers
Stop Being a Customer Support Dictator
How to Take Charge of Your Churn Rate
5 Memorable Holiday Customer Service Stories
The 3 Words Your Customers Love Most
5 Things Your Customers Can Do Better than You
How Restaurant Servers Increased Tips by 23 Percent (Without Changing Service)
How To Tell a Customer No
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