Customer Service

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11 Key Customer Service Metrics + 4 Real Example Reports
customer service11 Key Customer Service Metrics + 4 Real Example Reports

Discover 11 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports.

Measuring Customer Service Success More Broadly
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.

9 Guiding Principles for Doing Startup Customer Service Well
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.

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Editor's Picks

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.

Why You Don’t Need an AI Support Chatbot
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.

GPT-3 and AI in Customer Support
customer serviceGPT-3 and AI in Customer Support

GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support.

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Detailed Guides

Buyer's Guide to Choosing the Right Customer Support Tool
customer serviceBuyer's Guide to Choosing the Right Customer Support Tool

Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in.

How to Scale Customer Support Without Compromising Service
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.

The Ultimate Guide to Small Business Customer Service
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.

The 13 Best Customer Service Software Platforms for 2022
customer serviceThe 13 Best Customer Service Software Platforms for 2022

If it's time for your team to adopt customer service software, this guide will tell you everything you need to know to make the right choice.

The Taming of the Queue: 14 Support Queue Management Tips
customer serviceThe Taming of the Queue: 14 Support Queue Management Tips

Understanding and managing the power of the support queue is critical to a sustainable customer service organization. Consider these 14 tips.

How to Hire for Customer Service: A Step-by-Step Guide
customer serviceHow to Hire for Customer Service: A Step-by-Step Guide

Making the right hires for your support team is critical for the long-term strength of your organization. Learn how to hire for customer service.

Customer Service Training: 21+ Tips, Activities, and Courses
customer serviceCustomer Service Training: 21+ Tips, Activities, and Courses

Use these customer service training activities, tips, and courses to continually improve your support quality, consistency, and speed.

How to Implement Live Chat With a Small Support Team
customer serviceHow to Implement Live Chat With a Small Support Team

Implementing live chat doesn’t mean you need to sacrifice support quality or hire a ton more agents. Just follow these best practices.

How to Build a Thriving Support Team and Department from Scratch
customer serviceHow to Build a Thriving Support Team and Department from Scratch

Follow these 7 foundational steps to build a brand new support department or maximize the success of your existing customer support team.

18 Knowledge Base Examples That Get It Right
customer service18 Knowledge Base Examples That Get It Right

These 18 inspirational knowledge base examples will help you create a great knowledge base and improve your self-service support in 2022.

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