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 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 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 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 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 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 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 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 service23 Customer Service Interview Questions (+ Interview Tips)

Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent.

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 serviceMeasuring Support Quality: Beyond CSAT & NPS

Join Beth Trame of Google Hire, Shervin Talieh from PartnerHero, and Mathew Patterson of Help Scout for a live chat on how to tell if you’re really doing support well.

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 serviceDeliver Consistently High-Quality Service With Peer Feedback

How to usefully and consistently measure support quality, and how to use the information you gather to improve the quality of your training and the service you provide.

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 serviceWhat to Call Your Customer Service and Support Teams

Naming a new team or considering renaming your existing one? Here are plenty of customer service team names and role titles to consider.

customer serviceInteraction Reviews: Quality Assurance for Support Teams

A 7-step guide to creating a consistent, effective quality review process that will help your team raise the bar on your customer service interactions.

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 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.

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.

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 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 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 serviceHow Customer Support Teams Can Maximize Seasonal Downtime

Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.

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 service5 People You Need On Your Customer Support Team

Providing the best customer service starts with the people you hire. These five personality types are essential on every customer support team.

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.

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.

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.

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.

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.

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.

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