Customer Service

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 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 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 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 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 serviceThe 5 Big Benefits of Team Email Management Software

Take control of your email and get your team on the same page. Here are five ways that team email management software can help.

customer serviceKnowledge Base 101: Definition, Benefits, Examples, and Tips

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

customer serviceChoosing Your Perfect Help Desk

customer service8 Best Practices for Writing Effective Knowledge Base Articles

Follow these eight best practices to create knowledge base articles that are informative, engaging, appropriate, and unquestionably clear.

customer serviceWhat is a Support Ticket (& Why We Don’t Use That Term)

A support ticket system treats customers like numbers, not people. That’s why our help desk calls customer interactions “conversations,” not “tickets.”

customer service7 Shared Mailbox Best Practices You Can Put Into Action

If your team operates from a shared mailbox, you’ll appreciate these 7 shared mailbox best practices to streamline your communications.

customer service8 Must-Have Email Management Software Features

See what features make the best email management software so you can save time shopping for a system that fulfills your team’s needs.

customer serviceCreating Customer Flow

Join Nick Francis and Justine Jordan for this webinar to learn why customer flow is critical to growing your business, and how to create it through the thoughtful use of messaging.

customer service7 Tips for Choosing the Best Email Management System

Looking for email management software to help you scale your customer service? Find the perfect tool for your needs by following these 7 tips.

customer serviceThe HIPAA-Compliant Help Desk Software You Can Trust

Finding a HIPAA-compliant email help desk isn’t easy — we try to make it as simple as possible.

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 service10 Essential Features of Help Desk Software

These 10 essential features of help desk software will help you narrow down your choices to those that meet at least the minimum requirements.

customer serviceIs Free Help Desk Software Right For You?

Find out if free help desk software is right for you. We outline the pros and cons, and when it’s time to consider upgrading.

customer service5 Reasons Why Investing in Software for Help Desk Increases Your ROI for Customer Support

Learn why investing in software for help desk increases your ROI for customer support.

customer serviceHow Email Management Software Improves Customer Support

Learn how email management software improves customer support productivity. See why Help Scout is the best shared inbox for teams.

customer serviceWhat Is Contextual Support, and Why Is It Critical to Live Chat?

Contextual support means meeting customers where they are with relevant answers — and modern live chat software isn’t complete without it.

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 serviceThe Right Way to Consolidate Your Customer Support Tools

A guide to thoughtfully reducing the number of separate tools your company uses to create and manage the customer service experience, and why it matters.

customer serviceAI, Curiosity, and the Future of Human Customer Service

When AI can answer (some) customer questions, what is the role of humans in support? The answer is bringing human curiosity back into service.

customer serviceNeed a CRM? Consider These Tips First

CRM software, customer relationship management, and customer support are different but related — how do businesses know which they need, and when?

customer serviceThe Future of Self-Service

How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends.

customer serviceUsing Customer Self-Service to Deliver Better Support

When backed by human support so customers aren't left to fend for themselves, customer self-service is key to delivering excellent support.

customer service3 Ways to Help Your Team Create a Better Self-Service Experience

There is one counterintuitive key to achieving the self-service dream: people. Jeff Toister shares 3 ways to create effective self-service experiences.

customer serviceWhy Basecamp’s Support Team Tags With Intent

Chase and Basecamp have a pretty low key reporting approach, here he gives an example of the 'why' of tagging emails.

customer serviceHelp Document Design for Non-Designers

Simple design principles to make your help documentation clearer, more scannable and more effective.

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 service6 Ways to Get More Mileage out of Your Help Content

As you add value to your product, continue adding value to your help docs. These tips will ensure your customer support content is helpful and useful.

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 serviceEmpower Your Customers With Self-Service, Chat and Help Desk Support

Stop being the gatekeeper to your clients’ success. Use self-service, chat and your help desk to help your customers succeed.

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 serviceTake It or Leave It: What Help Desk Data Should You Migrate?

Switching help desks can be a real pain, but it’s also an opportunity to improve your support team’s processes, get rid of clutter, and create new habits that make your life easier.

customer serviceHow to Organize With Tags

Help desk tags let you categorize conversations, monitor trends, and trigger automated actions. But what are the questions to ask before you designate your tags?

customer service9-Step Guide to Switching Help Desks

Switching to a new help desk can be tricky, but it’s a chance to organize your support department and step up your customer service game.

customer serviceOptimizing Your Help Desk Setup

If you’re implementing a new help desk, or optimizing your existing setup, follow this checklist to ensure it goes smoothly for your customers and your team.

customer serviceWhat’s Your Support Stack?

No help desk can truly be a one-size-fits-all solution. Take an inside look at the tools these 5 support teams use to do their jobs.

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.