Customer Service

Live Event
How to Get More Shoppers to Purchase with Messages
Customer ServiceHow to Get More Shoppers to Purchase with Messages

Join us for a webinar on February 22nd at 11:00 am (PST) to learn how Help Scout's Messages will help you drive sales in 2023.

Live Event
Leveling Up Your Support Toolkit: Using Messages in Help Scout
Customer ServiceLeveling Up Your Support Toolkit: Using Messages in Help Scout

Join customer support expert Alison Groves on February 15th at 11:00 am (PST) to learn how Help Scout's Messages will help you retain customers in 2023.

Customer Support Tactic: Isolate the Backlog
Customer ServiceCustomer Support Tactic: Isolate the Backlog

When your support queues are long and the task at hand seems endless, it can be dispiriting for the team and unhelpful for your customers. Taking active steps to isolate and manage the backlog can get you back on track.

Google Groups Alternatives: 11 Great Options for Businesses
Customer ServiceGoogle Groups Alternatives: 11 Great Options for Businesses

Google Groups can be useful for hobbyists, but it isn’t the best choice for businesses. Here are 11 Google Groups alternatives designed to help your business thrive.

Using ChatGPT for Customer Service
Customer ServiceUsing ChatGPT for Customer Service

Could ChatGPT — or something like it, — be used to at least help answer customer service queries? How good is it and in what other ways could it be used in customer service situations?

12 LiveChat Alternatives for Support Teams and Beyond
Customer Service12 LiveChat Alternatives for Support Teams and Beyond

Not sure if LiveChat is the right chat platform for your team? Discover 12 LiveChat alternatives that might be a better fit.

How Distributed Customer Service Teams Improve Each Other’s Skills
Customer ServiceHow Distributed Customer Service Teams Improve Each Other’s Skills

More is caught than taught, they say. But when your colleagues are in different cities, or on different continents, it's harder to transmit knowledge. Here are some practical ways to bridge the gap.

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.

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.

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.

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.

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.

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 2023 - Buyer's Guide
Customer ServiceThe 11 Best Help Desk Software for 2023 - 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.

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.

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.

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.

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.

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 in 2023
Customer ServiceThe Top 9 Help Desk Software for Small Businesses in 2023

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
Customer ServiceThe 8 Best LiveAgent Alternatives For Customer Support Software

LiveAgent meets many different needs, but it may not be perfectly suited to everyone. If you’re looking for an alternative, we have 8 options to check out.

Guiding clients to email support instead of their account managers
Customer ServiceGuiding clients to email support instead of their account managers

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

7 Best Practices To Boost Your Team Collaboration
Customer Service7 Best Practices To Boost Your Team Collaboration

Learn common blockers, benefits, and the best ways to improve your team collaboration across the board.

Is Google's LaMDA sentient, and if so would it like a job?
Customer ServiceIs Google's LaMDA sentient, and if so would it like a job?

A Google engineer has been put on leave for breaching confidentiality policies. He claims to have worked with a sentient AI though professionals in the field are dubious. Whether or not this bot has truly experienced feelings it does raise some interesting questions.

The 9 Best Email Support Software Solutions for Your Team