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customer service9 Actionable Knowledge Base Metrics to Start Tracking Today

Here are 9 actionable knowledge base metrics to start tracking today to better understand how your knowledge base is performing.

customer serviceWhy Customers Ask Vague Questions (and What To Do About It)

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions.

customer serviceThe 11 Best Ecommerce Customer Service Software Platforms

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support.

productBuild Better Customer Relationships With New Targeted Messages

We’re excited to announce major updates to our Messages product. Learn how to deliver proactive support with Help Scout's targeted messages.

Live Event
productHow Flexjobs Engages Customers with Proactive Messages

Register for the webinar on October 19, 2021 at 1 p.m. EDT.

customer service10 Ways to Improve Your Customer Service Security

Customer service teams are a common point of attack in information security breaches. Here's how to reduce risk and build a security-conscious team.

customer serviceThe 7 Best Email Management Software + Features to Look For

Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.

customer serviceHow to Scale Customer Support Without Compromising Service

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

customer service5 Steps Support Teams Can Take To Get Product Bugs Fixed

Getting a bug fixed in your product is easier said than done. However, there are a few tactics you can use to improve your chances.

growthHelp Scout’s Step-By-Step Remote Hiring Process

Remote hiring is a different ball game. Follow this step-by-step remote hiring process to find the best workers for your distributed company.

customer serviceThe Book That Changed My Customer Service Career

Why the 2010 customer service book Exceptional Service, Exceptional Profits by Micah Solomon and Leonardo Inghilerri made an impact on my career.

customer serviceCustomer Onboarding Specialist Job Description: Templates and Examples

Learn how to write a customer onboarding specialist job description, and get inspired by several real-world examples.

The Supportive: A Series for Service Professionals
customer serviceThe Supportive: A Series for Service Professionals

Here’s the type of content you can expect from the series The Supportive, Mathew Patterson's column for customer service professionals.

customer serviceCustomer Success Specialist Job Description: Template and Examples

Draw in qualified applicants with these tips for writing and real-world examples of customer success specialist job descriptions.

customer serviceSmall Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Discover four pitfalls common to small businesses that are new to customer service outsourcing, and learn how to avoid them at your company.

customer serviceThe Ultimate Guide to Small Business Customer Service

Learn everything you need to know about small business customer service with these tips and strategies from small business leaders.

customer serviceA Customer Service Advice Column for Actual Humans

Get answers to your most challenging career or leadership questions in Help Scout's new customer service advice column by Mat Patterson.

customer serviceHow to Measure Customer Service Quality: Methods & Tools

There's a difference between customer satisfaction and support quality. Here's how to build an effective customer service quality assurance process.

customer serviceHow to Write a Tier 2 Support Job Description + 5 Examples

Here are several examples of tier 2 support job descriptions to use as guidance, along with information on how to write your own.

customer serviceCustomer Support Rep Job Description: Template and Examples

When hiring, it's important to nail your customer support representative job description so you get the best possible applicants.

customer serviceThe 7 Best Knowledge Base Software + How to Choose One

Learn how knowledge base software can benefit your business, and discover seven different options to consider for your team.

customer serviceTips & Templates for Writing Great Knowledge Base Articles

Here are some tips, tricks, and templates for how to write excellent knowledge base articles that help customers help themselves.

customer service18 Customer Service Tips for Financial Services Companies

Financial services customer service can be complicated. Here are the challenges you might face, along with some tips to overcome them.

customer serviceManaging Social Media Customer Service: Strategies and Tips

Develop a process for managing social media customer service that best fits your business goals, budget, resources, and customer experience.

customer service9 Customer Service Blogs Every Support Pro Should Follow

Here are 9 customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they're so amazing.

customer serviceHow to Recognize, Reduce, and Repair Customer Service Burnout

Discover the causes of customer service burnout, and learn how you can identify, reduce, and recover from burnout as leaders and individual contributors.

customer serviceHow FAQ Software Can Help Your Small Business

Learn what FAQ software is, how it can benefit your growing business, and a few key features to look for when shopping around.

customer service13 Tips and Best Practices for Real Estate Customer Service

Working in the real estate industry? Use these 13 tips to create a better customer experience and build stronger client relationships.

growthBuilding a Customer-Oriented Company: Strategies & Examples

Read about five examples of great customer-oriented companies, and learn what practices you can put in place to get better yourself.

customer service11 Tips on Delivering Great Customer Service in Education

We chatted with support professionals working in education to learn their biggest pain points and the solutions they use to solve them.

customer service11 Types of Bad Customer Service (and How To Avoid Them)

Read stories of spectacularly bad customer service, plus get some tips for how to keep situations like these from happening at your company.

customer serviceGoogle Collaborative Inbox: Pros, Cons, and 5 Alternatives

Learn about the advantages and disadvantages of using Google Collaborative Inbox for customer support, plus discover 5 great alternatives.

customer serviceThe 9 Best Front Alternatives for Customer Support Teams

Learn about the advantages and disadvantages of Front's shared inbox, and discover 9 great Front alternatives to consider for your support needs.

customer serviceDelivering Great Customer Service in the Healthcare Industry

Delivering top-notch customer service is difficult in any industry, but some – like healthcare – have even more challenges than others.

productQuarterly Release Notes, June 2021: Messages Updates, Fundraising Email Series, 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.

How to Build a Globally Remote Team That Really Works
productHow to Build a Globally Remote Team That Really Works

There is a big difference between “remote, U.S. only” and globally distributed remote teams. Here’s how to build an effective team that spans the globe.

customer serviceThe 9 Best SaaS Help Desks + How to Pick the Right Tool

Learn why your company needs a help desk, find out what features to look for when shopping, and discover the 9 best SaaS help desks.

customer service111 Customer Service Statistics and Facts You Shouldn't Ignore

Check out these 111 customer service statistics and facts about new trends, and reconsider how you approach your customer experience.

growth10 Inspirational Customer Experience Examples

Customer experience examples often err on the side of the emotional and intense, but CX also needs to be baked into your strategies.

growthCustomer Experience vs. Customer Success: Explained

Learn the key differences between customer success and customer experience, and discover why both roles are important for delighting customers.

customer serviceHelp Scout: A Team Inbox Built for Customer Support

As any support pro knows, customer service is a team sport. There’s no better way to collaborate than through a team inbox.

customer serviceWhy You Don’t Need an AI Support Chatbot

While the promise of using a support chatbot is compelling, there are better ways to improve team efficiency while still delivering great support.

customer serviceWhat to Expect When Shopping for Support Software

Learn what to expect when shopping for support software, plus tips on how to set your expectations and make the process as simple as possible.

customer serviceWhy Help Desk Software Is a Must-Have for Small Businesses

Help Scout’s small business help desk software lets you create stronger customer relationships, save time, and increase team productivity.

growthCustomer Success vs. Account Management: Why Both Matter

Companies often pit customer success against account management, but the two functions can work together to create the best customer experience possible.

customer service7 Shared Inbox Tools to Improve Collaboration in 2022

Learn the difference between distribution lists, shared mailboxes, and shared inboxes, and find the best shared inbox tool for your team.

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growthHow We Approach Employee Compensation at Help Scout

Employee compensation is complicated, and it can get messy when you don’t have a good plan. Here's how to create (or improve) your compensation strategy.

growth5 Examples of Customer Success Marketing for SaaS Teams

Understand what customer success marketing is and how it can benefit your business, plus get inspired by examples from 5 top SaaS companies.

customer serviceThe 11 Best Live Chat Tools for Customer Support

If you're considering adding chat to the channels where you offer support, start your search by reviewing this list of the 11 best live chat tools.

productCustomer Story: Brain.fm

Learn how Brain.fm uses Help Scout to uphold its user-first mentality and achieve as much visibility into and consistency of customer success as possible.

growth4 Simple Tips for Crafting an Ideal B2B Customer Experience

Every “B” in B2B is simply a collection of humans. Build a great experience for your customers with these 4 simple B2B customer experience tips.

growthHow 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 serviceHow to Build a Strong Customer Service Culture

Discover strategies that executives, support leaders, and support agents can use to build and maintain a strong company customer service culture.

productCustomer Story: LanguaTalk

Learn how LanguaTalk, a marketplace for online language tutoring, uses Help Scout to get customers clear and prompt answers to their questions.

growth10 Simple Ways to Wow Your Customers Every Day

Learning how to wow your customers can have a huge impact. Here are 10 ways your company can knock people’s socks off every day.