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.

customer service10 Ways to Improve Your Customer Service Security

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

customer serviceHow to Measure Customer Service Quality: Methods & Tools

There's a difference between customer satisfaction and support quality. Here's how to build an effective customer service quality assurance process.

customer serviceHow to Recognize, Reduce, and Repair Customer Service Burnout

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

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 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 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.

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 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 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 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 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 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 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 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 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.

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?

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.

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.

customer serviceWhy Analytical Reading Is a Must-Have Skill

Today’s support professionals need a specific type of reading skill to comprehend customers’ (often confusing and emotional) incoming emails in the high-pressure, high-production customer service environment.

customer serviceCommunicating Support Successes to the Wider Company
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.

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.

customer serviceThe Magic of One-to-Many Customer Support

Live chat software is a natural way to scale one-to-one customer service to one-to-many.

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

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.

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.

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.

customer serviceHow to Create Reports That Drive Results

Customer support reporting drives maximum results when you hone in on a KPI and balance quantity and quality metrics.

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.

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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.

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customer serviceTaking Customer Service Beyond Satisfaction

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

customer serviceCreate Reports That Drive Real Business Results

Support and community are about relationships and connection, but that does not mean we should only represent our work with qualitative, human-centered metrics.

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.

customer serviceHow Campaign Monitor Redesigned Their Knowledge Base

When you're managing a knowledge base, writing great content is only part of the job. Producing a successful knowledge base means acquiring a whole set of new skills.

customer serviceRevamp Your Knowledge Base Architecture

Redesign your knowledge base and create a better customer experience.

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.

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.

customer serviceDesign Your Knowledge Base Like A Product

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

customer service5 Habits to Rethink When You Become a Support Manager

When you’re promoted to customer service manager, you’ll need to rethink some of the habits that made you a great support representative.

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.

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.

customer serviceHow to Become a Data-Driven Support Pro

Using data in customer support doesn't have to be scary. Learn how to be data-driven and leverage analytics and reports in customer support.

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.

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.

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.”

customer serviceCreate Value With the Support Data You Already Have

Show your company the value of customer support using data you already have.