Customer Service

The 9 Best Help Desk Software for Schools and Universities
Customer ServiceThe 9 Best Help Desk Software for Schools and Universities

Adopting the right help desk software can help administrators at universities, colleges, and school districts reduce email volume by 30%.

The 11 Best Kayako Alternatives for Customer Support in 2022
Customer ServiceThe 11 Best Kayako Alternatives for Customer Support in 2022

Looking for the best customer support tool for your team? We’ve compared 11 different Kayako alternatives to help you find the best option.

The 9 Best Email Collaboration Software Platforms for 2022
Customer ServiceThe 9 Best Email Collaboration Software Platforms for 2022

Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.

Help Scout’s Conversation Corner on Experience This!
Customer ServiceHelp Scout’s Conversation Corner on Experience This!

Links, images, and further reading related to the Conversation Corner segment on the Experience This podcast in 2022.

How to Know When It's Time to Hire For Your Support Team
Customer ServiceHow to Know When It's Time to Hire For Your Support Team

It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment.

7 Outlook Shared Mailbox Alternatives for Email Collaboration
Customer Service7 Outlook Shared Mailbox Alternatives for Email Collaboration

Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.

Writing Excellent Customer Service Emails: Tips & Templates
Customer ServiceWriting Excellent Customer Service Emails: Tips & Templates

Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.

Teaching Analytical Reading
Customer ServiceTeaching Analytical Reading

Advice on getting your customer service staff interested in writing more help documents and creating space for them to do so.

The 17 Best Customer Service Tools for Every Support Team
Customer ServiceThe 17 Best Customer Service Tools for Every Support Team

To get the most out of your customer service team, they need access to the right customer support tools. Here are 17 to consider.

How to Change Your Team’s Behavior
Customer ServiceHow to Change Your Team’s Behavior

You've identified a change that would improve your support quality, but you’re having trouble persuading your team to change their behavior.

The 7 Best Crisp Alternatives for Customer Support in 2022
Customer ServiceThe 7 Best Crisp Alternatives for Customer Support in 2022

If you’re looking for a dedicated support tool, Crisp may not be your best option. Check out our list of seven Crisp alternatives.

13 Best Practices for Improving Online Customer Service
Customer Service13 Best Practices for Improving Online Customer Service

Online customer service is one of the most important functions at any company. Here’s how to get started and continue improving.

The 9 Best Gmelius Alternatives for Email Collaboration
Customer ServiceThe 9 Best Gmelius Alternatives for Email Collaboration

Looking for the best email collaboration tool for your team? We compared 9 different Gmelius alternatives to help you find the best option.

How to Deal with Difficult Customers
Customer ServiceHow to Deal with Difficult Customers

Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them.

The 13 Best Intercom Alternatives for Customer Support in 2022
Customer ServiceThe 13 Best Intercom Alternatives for Customer Support in 2022

If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives.

Help Desk Software: What To Look For and Must-Have Features
Customer ServiceHelp Desk Software: What To Look For and Must-Have Features

Discover the top help desk features, learn how to evaluate them, and determine which are most valuable and necessary for your team.

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Museum of Customer Support: The First Shopping Cart
Customer ServiceMuseum of Customer Support: The First Shopping Cart

What can the first shopping cart teach us about implementing online self-service options today?

The 11 Best Help Desk Ticketing Systems for 2022
Customer ServiceThe 11 Best Help Desk Ticketing Systems for 2022

Keeping customers happy requires a well-functioning support strategy. The best way to get started is with a help desk ticketing system.

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, 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.

Encouraging Support Teams To Write Help Docs
Customer ServiceEncouraging Support Teams To Write Help Docs

This Ask Help Scout column includes advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so.

Top 11 Freshdesk Alternatives for 2022 (Ranked & Rated)
Customer ServiceTop 11 Freshdesk Alternatives for 2022 (Ranked & Rated)

Tired of Freshdesk or looking for your first help desk? This list of Freshdesk alternatives will help you find a tool that's right for you.

11 Best HubSpot Alternatives for Support, CRM, and Marketing
Customer Service11 Best HubSpot Alternatives for Support, CRM, and Marketing

These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money.

12 Predictions for Customer Service Trends in 2022
Customer Service12 Predictions for Customer Service Trends in 2022

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.

Distribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?
Customer ServiceDistribution List vs. Shared Mailbox vs. Shared Inbox: Which Is Best?

There are tons of options you can use when sending emails as a business, but each of them has different value depending on your needs.

Fast Food vs. Fine Dining in Customer Service
Customer ServiceFast Food vs. Fine Dining in Customer Service

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?

How To Make the Most of Your Customer Support Data
Customer ServiceHow To Make the Most of Your Customer Support Data

Customer support data is the universal language that allows you to communicate the influence your team has to the rest of the company.

Customer Self-Service: Benefits, Tips, and 5 Great Tools
Customer ServiceCustomer Self-Service: Benefits, Tips, and 5 Great Tools

When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.

Dealing With Abusive Customers
Customer ServiceDealing With Abusive Customers

Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?

Omnichannel Customer Service 101: Definition, Benefits, & Tips
Customer ServiceOmnichannel Customer Service 101: Definition, Benefits, & Tips

Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right.

The 8 Best Team Email Management Software for 2022
Customer ServiceThe 8 Best Team Email Management Software for 2022

Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.

How Support Teams Can Improve Customer Retention
Customer ServiceHow 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.

The 8 Best Customer Service Channels (& How to Pick Them)
Customer ServiceThe 8 Best Customer Service Channels (& How to Pick Them)

Customer service channels can make or break the customer experience. Here are the 8 top channels to consider, plus tips on which to offer.

Live Event
Museum of Customer Support: The World's Oldest Complaint Letter
Customer ServiceMuseum of Customer Support: The World's Oldest Complaint Letter

In 1750 B.C., a disgruntled customer sent a letter of complaint to his copper dealer about a bad batch of ingots. Hear his complaint in this video, and learn what a good apology might look like.

9 Zendesk Alternatives for 2022 (with Side-By-Side Comparison Chart)
Customer Service9 Zendesk Alternatives for 2022 (with Side-By-Side Comparison Chart)

Zendesk is the biggest, but that doesn’t mean it’s the best. Check out our list of 9 Zendesk alternatives to consider for your support team.

The Pros and Cons of Free Help Desks + 5 Options to Consider
Customer ServiceThe Pros and Cons of Free Help Desks + 5 Options to Consider

We weigh the pros and cons of free vs. paid, plus list 5 tools to consider if a free help desk is right for your company's support team.

Writing Your Own Customer Service Recipe Book
Customer ServiceWriting Your Own Customer Service Recipe Book

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional.

The 8 Best Hiver Alternatives for Team Collaboration in 2022
Customer ServiceThe 8 Best Hiver Alternatives for Team Collaboration in 2022

Hiver is a step above a shared mailbox, but it still lacks the collaboration tools many teams need. Consider these 8 Hiver alternatives.

Delivering Excellent B2C Customer Service: 7 Best Practices
Customer ServiceDelivering Excellent B2C Customer Service: 7 Best Practices

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel.

19 Actionable Help Desk Metrics for Customer Support Teams
Customer Service19 Actionable Help Desk Metrics for Customer Support Teams

Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today.

Shared Email Account: Types, Tips, and the 9 Best Tools
Customer ServiceShared Email Account: Types, Tips, and the 9 Best Tools

Learn about the various types of shared email accounts, and discover nine tools to consider to improve your team's ability to collaborate.

The Best Help Desk Software for 2022 (Free & Paid Options)
Customer ServiceThe Best Help Desk Software for 2022 (Free & Paid Options)

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

14 Actionable Live Chat Metrics to Start Tracking Today
Customer Service14 Actionable Live Chat Metrics to Start Tracking Today

Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today.

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.

Terrifying Tales of Spooky Support
Customer ServiceTerrifying Tales of Spooky Support

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.

What is SaaS Customer Support? Examples and Best Practices
Customer ServiceWhat is SaaS Customer Support? Examples and Best Practices

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.

Announcing Help Scout's 2021 Customer Service Awards
Customer ServiceAnnouncing Help Scout's 2021 Customer Service Awards

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce.

Annual Planning as a New Customer Support Leader
Customer ServiceAnnual Planning as a New Customer Support Leader

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

15 Customer Communication Tools to Engage Your Audience
Customer Service15 Customer Communication Tools to Engage Your Audience

Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.

Visit Sea Sat, the Customer Service Restaurant
Customer ServiceVisit Sea Sat, the Customer Service Restaurant

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?

9 Actionable Knowledge Base Metrics to Start Tracking Today