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 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.

customer serviceThe 9 Best Customer Service Software for Small Businesses

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.

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.

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 serviceB2B Customer Service: What It Is and How To Do It Well

B2B customer service offers a number of complexities that B2C customer service doesn’t. Learn what B2B customer service is and 6 ways to excel at it.

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.

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.

customer serviceCustomer Support Job Description: Examples and Best Practices

Learn how to write a customer support job description that attracts your ideal applicants, and review some excellent real-world examples.

customer serviceCustomer Service Trends Not to Care About in 2021

The biggest customer service trends in 2021 won't be a surprising new technology or a huge growth in adoption of some long-predicted tool like AI.

customer serviceHow to Get Started Delivering Proactive Customer Service

Learn what proactive customer service is and why it's important. Learn the steps to take to deliver the proactive support your customers want.

customer service101 Inspirational Customer Service Quotes

Delight and motivate your team with Help Scout's hand-picked collection of inspirational customer service quotes from industry thought leaders.

customer serviceHow to Deliver Great SaaS Support (Founder’s Edition)

Your business depends on your customers. Make sure they get the help they deserve by setting up world-class SaaS support. Here’s how.

customer serviceHoliday Customer Service: 6 Tips for Scaling Support Spikes

Gear your team up for this year's seasonal spike with these six holiday customer service tips, plus a few inspiring holiday support stories.

customer serviceQuick Start Guide to Creating a Knowledge Base in 6 Steps

Creating a knowledge base doesn't have to be a long, arduous, complex process. Launch a new help center quickly by following these 6 steps.

customer service10 Live Chat Examples for the Entire Customer Journey

We've pulled together 10 creative live chat examples so you can see how useful chat can be in helping you meet a variety of company goals.

customer service5 Ways to Automate Support Without Degrading Service

Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.

customer service5 Simple Knowledge Base SEO Tips Anyone Can Follow

You don't need to be a professional marketer to get started with knowledge base SEO. Just follow the instructions in this step-by-step guide.

customer serviceSuccessfully Implementing Live Chat on 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.

customer serviceHow to Set Customer Service Goals (+ 7 Example Goals)

Setting customer service goals improves your team. Here are 7 examples of SMART support goals to help you achieve greatness.

customer serviceAnnouncing Help Scout's 2020 Customer Service Awards

We decided to take a data-driven approach to identifying the top companies in B2B, B2C, and ecommerce that are delivering memorable support.

customer serviceTips for Finding Your Perfect Customer Service Career Path

Learn how to build a great, personalized career in customer service, see some example career paths, and discover the skills you need to thrive.

customer service21 Key Customer Service Skills (and How to Develop Them)

Learn what customer service is and why it's important, plus discover the 21 customer service skills every support professional needs to thrive.

customer serviceCustomer Support: Definition, Importance, and 8 Essential Tips

Learn what modern customer support is, why it's important, and how it's changed, plus discover 8 essential tips for delivering great customer support.

customer serviceWriting an Effective Apology Letter to Customers [+ 5 Examples]

Need to write a great apology letter to your customers? Follow these 5 tips and gather inspiration from 5 unique examples to win back your customers’ trust.

customer serviceCustomer Service Experience: Definition, Tips, & Examples

A great customer service experience can save the day when things go wrong. Use these 5 steps to treat your customers to a 5-star experience.

customer service6 Essential Tips for Successful Social Media Customer Service

If you’re not offering social media customer service, you’re missing out on a big opportunity to grow your business. Here's how to get started and succeed.

customer serviceBuild 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.

customer service8 Companies with Exceptional Customer Service + Helpful Tips

Learn what exceptional customer service is and how to deliver it at your company, plus browse a list of the 8 best customer service companies.

customer service7 Tips for Becoming a SaaS Support Professional

How do you prepare to switch careers and become a support pro? We have a few tips to share, along with stories about our own career changes.

customer serviceHow to Create an Inspiring Customer Service Philosophy

Learn what a customer service philosophy is and why it's important, see some examples from other companies, and find out how to create your own.

customer serviceStep-By-Step Guide: How to Handle Customer Complaints

Use this simple process for handling customer complaints to turn one-time complainers into lifelong customers and advocates for your business.

customer service8 Cringeworthy Examples and Stories of Bad Customer Service

Read 8 terrible, horrible, no good, very bad customer service stories, and learn how to prevent these types of mishaps from happening at your company.

customer service10 Ways to Deliver Consistently Great Customer Service

Investing in customer service is key to long-term business success. Here are the 10 best ways to consistently deliver great customer service.

customer serviceTime To Resolution: What It Is, Why It Matters, and How to Reduce It

Learn how to measure Time To Resolution and why it's important, and see our best tips for reducing resolution time for a better customer experience.

customer service12 Key Customer Service Metrics + 4 Real Example Reports

Discover 12 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports.

customer serviceEmail Response Times: Benchmarks and Tips for Support

A comprehensive guide with all of the details you need to measure, benchmark, and reduce email response times for your customer service team.

customer service12 Customer Service Phrases to Use, and 8 You Should Avoid

Discover the 12 most useful customer service phrases for improving your support conversations, and learn which 8 common phrases you should avoid.

customer serviceThe 6 Best Remote Collaboration Tools for Customer Service Teams

Learn more about the six remote collaboration tools that Help Scout's Customers team uses to communicate asynchronous and collaborate across teams.

customer serviceCOVID-19's Impact on Customer Service Volumes

See which industries have had the biggest shifts in customer service volumes due to COVID-19, plus tips on managing surging and diminishing workloads.

customer serviceKPIs and Business Practices in the Time of Coronavirus

Learn how to be more human in the midst and aftermath of a global pandemic and how to shift your strategies and tactics to accommodate the new normal.

customer serviceStep-By-Step Guide: Measuring Customer Service ROI

Measuring customer service ROI is key to ensuring your team gets the budget you need to consistently deliver high-quality support. Here's how to do it.

customer service9 Knowledge Base Tips for a Better Customer Experience

Improve your customer experience by providing customers with the info they need at the moment they need it. Follow these 9 knowledge base tips.

customer service10 Knowledge Base Examples That Get It Right

A knowledge base is one of the best self-service tools you can provide for your customers. Use these 10 stellar knowledge base examples for inspiration.

customer serviceCrisis Communication Tips for Customer Service Teams

These crisis communication tips will help your team deliver the best service possible during a crisis without burning out or lowering standards.

customer serviceCreating Knowledge Base Videos: Tips, Tools, and Examples

Learn why and how to make effective use of video in your knowledge base to help your customers get better answers to their questions more quickly.

customer serviceHelp Scout: A Shared Inbox Designed for Customer Service

Learn the difference between distribution lists, shared mailboxes, group mailboxes, and shared inboxes, and find out which option is right for your team.

customer service12 Step Guide to Choosing the Best Help Desk Software

Choosing help desk software can feel like a daunting task. This guide will help you pick the right one for your company.

customer serviceWill AI-Powered Customer Service Replace Your Job?

AI has many customer service applications, but that doesn’t mean it will replace human service. A look at the state of AI-powered customer service in 2020.

customer serviceLive Chat Support 101: Definition, Benefits, and Best Practices

Discover the benefits of live chat and learn how to effectively deliver live chat support to create better customer experiences.

customer service21 Key Live Chat Statistics for Customer Service Teams

Live chat creates satisfied customers, delivers faster service, and enables better conversation. Discover its benefits with these 21 live chat statistics.

customer service6 Important Live Chat Tips for Email Support Pros

Delivering quality live chat support requires a specific set of skills. Build on the email support experience you already have with these 6 live chat tips.

customer service8 Live Chat Best Practices and Common Mistakes

If you're finding that live chat is your most challenging support channel, consider adopting these best practices (and avoiding these common mistakes).

customer serviceThe 9 Big Benefits of Live Chat for Customer Service Teams

Learn how adding live chat as a customer service channel can help you improve the customer experience, increase agent productivity, and much more.

customer service75 Customer Service Facts, Quotes, and Statistics