Customer Service

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.

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 to hire for your customer support team. Here are some strategies for picking the perfect moment.

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.

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.

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.

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.

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.

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.

9 Actionable Knowledge Base Metrics to Start Tracking Today
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.

10 Ways to Improve Your Customer Service Security
Customer Service10 Ways to Improve Your Customer Service Security

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

How to Measure Customer Service Quality: Methods & Tools
Customer ServiceHow to Measure Customer Service Quality: Methods & Tools

Here's how to build an effective customer service quality assurance process.

How to Recognize, Reduce, and Repair Customer Service Burnout
Customer ServiceHow to Recognize, Reduce, and Repair Customer Service Burnout

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

How to Build a Strong Customer Service Culture
Customer ServiceHow to Build a Strong Customer Service Culture

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

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 Set Customer Service Goals (+ 9 Example Goals)
Customer ServiceHow to Set Customer Service Goals (+ 9 Example Goals)

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

Announcing Help Scout's 2020 Customer Service Awards
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.

21 Key Customer Service Skills (and How to Develop Them)
Customer Service21 Key Customer Service Skills (and How to Develop Them)

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

Writing an Effective Apology Letter to Customers (+ 5 Examples)
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 Service Experience: Definition, Tips, & Examples
Customer ServiceCustomer Service Experience: Definition, Tips, & Examples

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

How to Create an Inspiring Customer Service Philosophy
Customer ServiceHow to Create an Inspiring Customer Service Philosophy

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

Time To Resolution: What It Is, Why It Matters, and How to Reduce It
Customer ServiceTime To Resolution: What It Is, Why It Matters, and How to Reduce It

How to measure Time To Resolution, why it's important, and our top tips for reducing resolution time for a better customer experience.

Email Response Times: Benchmarks and Tips for Support
Customer ServiceEmail Response Times: Benchmarks and Tips for Support

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

The 6 Best Remote Collaboration Tools for Customer Service Teams
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.

KPIs and Business Practices in the Time of Coronavirus
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.

Step-By-Step Guide: Measuring Customer Service ROI
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 deliver high-quality support. Here's how to do it.

Crisis Communication Tips for Customer Service Teams
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.

Communicating With Customers During a System Outage
Customer ServiceCommunicating With Customers During a System Outage

Follow these tips and use this customizable outage notification template to delight customers with exceptional service even when your system is down.

How to Handle Customer Support During Company-Wide Events
Customer ServiceHow to Handle Customer Support During Company-Wide Events

When your company is enjoying some downtime during a retreat or holiday, how should you manage customer support?

Should I Let My Staff Complain About Customers?
Customer ServiceShould I Let My Staff Complain About Customers?

Practical, research backed advice on how and when to manage situations where your team are complaining about your customers.

Humanize Your Support With Data
Customer ServiceHumanize Your Support With Data

Giving support teams easy access to relevant contextual data creates better, more human customer service. Here’s how to make it happen.

Why Analytical Reading Is a Must-Have Skill
Customer ServiceWhy Analytical Reading Is a Must-Have Skill

Today’s support professionals need a specific type of reading skill to comprehend customers’ incoming emails in the high-pressure

Communicating Support Successes to the Wider Company
Customer ServiceCommunicating Support Successes to the Wider Company

Support Teams and Technical Writers: A Powerful Partnership
Customer ServiceSupport Teams and Technical Writers: A Powerful Partnership

Reliable, well-maintained documentation is vital to good service, but it is a huge job. Here’s how support teams can help technical writers produce better knowledge bases.

Help Your New Hires Rock: 30/60/90-Day Reviews for Support
Customer ServiceHelp Your New Hires Rock: 30/60/90-Day Reviews for Support

How to structure reviews at the first 30, 60, and 90 days of an employee’s tenure to provide them useful feedback and the opportunity to tell you what is going well and where they need help.

How to Fire a Customer (The Right Way) in 5 Steps
Customer ServiceHow to Fire a Customer (The Right Way) in 5 Steps

Firing a customer is a significant business decision that involves a great deal of thoughtfulness and tact

How to Hire for Chat and Email Writing Skills
Customer ServiceHow to Hire for Chat and Email Writing Skills

Can you hire people who are great email writers *and* live chat writers? E-Write’s Leslie O’Flahavan shares her tips for spotting great writers of email and chat support.

A Customer Support Leader’s Guide to One-on-Ones
Customer ServiceA Customer Support Leader’s Guide to One-on-Ones

Effective one-on-one meetings are a powerful tool for building strong, effective support teams. Here’s how to do it right.

How to Rebuild Customer Loyalty After a Data Security Breach
Customer ServiceHow to Rebuild Customer Loyalty After a Data Security Breach

Customer loyalty can suffer after a data security breach. Make sure your company is prepared with a (helpful, human) response plan.

Turn Support Hunches into Usable Data for Product Teams
Customer ServiceTurn Support Hunches into Usable Data for Product Teams

Support teams are a treasure trove of customer stories. Here’s how small teams can make those stories actionable for the rest of the company.

Live Event
Working Successfully in a Collaborative Support Model
Customer ServiceWorking Successfully in a Collaborative Support Model

Abigail Phillips, Head of Support at Help Scout, and Nancy Baron, Customer Success Coach at Help Scout, discuss the best way to successfully help customers in a collaborative support model.

Live Event
Taking Customer Service Beyond Satisfaction
Customer ServiceTaking Customer Service Beyond Satisfaction

Antonio King, Michael Labrecque-Jessen, and Mat Patterson discuss creating customer connections that go beyond good enough.

Why Support Teams Must Stake a Claim to Revenue
Customer ServiceWhy Support Teams Must Stake a Claim to Revenue

Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.

How to Revamp Your Knowledge Base Architecture
Customer ServiceHow to Revamp Your Knowledge Base Architecture

This guide to redesigning your existing knowledge base architecture will help your team and customers get the most out of your help docs.

Listen While You Lead: 3 Unexpected Lessons for New Managers
Customer ServiceListen While You Lead: 3 Unexpected Lessons for New Managers

One of the most important management skills to learn when becoming a manager for the first time is how to listen to your team.

Knowledge Base Design Tips for Better Self-Service Support
Customer ServiceKnowledge Base Design Tips for Better Self-Service Support

Create better help docs that enable your customers to get answers 24/7 even when your support team is offline.

8 Best Practices for Designing a Helpful Contact Page
Customer Service8 Best Practices for Designing a Helpful Contact Page

Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right.

How To Succeed as a Customer Support Manager
Customer ServiceHow To Succeed as a Customer Support Manager

You’ve just landed a new role as a support manager. Congratulations! Here are all the strategies you’ll need to succeed in your new role.

200,000 Customer Conversations Later: What I Wish I’d Known From Day One
Customer Service200,000 Customer Conversations Later: What I Wish I’d Known From Day One

After having 200,000 conversations with customers, you learn a few lessons.

7 Ways to Maintain Team Culture During Stressful Times
Customer Service7 Ways to Maintain Team Culture During Stressful Times

Practice these 7 tips for keeping your team’s spirits up when times get tough.

How to Build and Optimize Your Customer Support Funnel
Customer ServiceHow to Build and Optimize Your Customer Support Funnel

Learn the 4 stages of the customer support funnel, and you can use it to retain customers.

Improving Employee Retention in Customer Support
Customer ServiceImproving Employee Retention in Customer Support

Customer support is fighting a negative public perception, and high turnover rates, but there is a solution and it takes less work than you think.

Support Teams Should Have a Seat at the ‘Adult' Table
Customer ServiceSupport Teams Should Have a Seat at the ‘Adult' Table

Support teams are a critical part of any organization that serves customers, yet they’re not always treated that way. Mireille Pilloud, Community Support Manager at TED, shares her thoughts on how to get support a “seat at the adult table.”

5 Big Lessons Support Managers Wish They’d Learned Sooner
Customer Service5 Big Lessons Support Managers Wish They’d Learned Sooner

What the best support leaders wish they’d known when they first took the helm.

The Benefits of Learning as a Team
Customer ServiceThe Benefits of Learning as a Team

When a team comes together to openly share experiences with the ultimate goal of learning together and lifting each other up, everyone benefits.

Avoiding the Silo of Team Communication
Customer ServiceAvoiding the Silo of Team Communication

A communication silo occurs when teams talk exclusively amongst themselves at the expense of big picture company goals. Here's how to avoid that.

26 Insights for Creating and Sustaining Workplace Happiness
Customer Service26 Insights for Creating and Sustaining Workplace Happiness

Why is happiness at work viewed as a distant outcome rather than an enduring prerequisite? It shouldn't be.

How Ritz-Carlton’s Support Lexicon Created Unity through Clarity
Customer ServiceHow Ritz-Carlton’s Support Lexicon Created Unity through Clarity

Here's how Ritz-Carlton's employee language handbook unifies the team and properly introduces the culture to new hires.

The Right (and Wrong) Way to Handle a Company Crisis
Customer ServiceThe Right (and Wrong) Way to Handle a Company Crisis

What to do, and what NOT to do when things go wrong Learn with practical examples from Buffer, HMV and Adobe.

Stop Being a Customer Support Dictator
Customer ServiceStop Being a Customer Support Dictator

Quality customer service cannot be maintained with an iron fist. Learn the the right medium to engage customers in, so that you can use and scale consistently to provide outstanding online support.