Customer Service

Measuring Customer Service Success More Broadly
customer serviceMeasuring Customer Service Success More Broadly

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Encouraging Support Teams To Write Help Docs
customer serviceEncouraging Support Teams To Write Help Docs

This Ask Help Scout column includes advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so.

12 Predictions for Customer Service Trends in 2022
customer service12 Predictions for Customer Service Trends in 2022

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.

Fast Food vs. Fine Dining in Customer Service
customer serviceFast Food vs. Fine Dining in Customer Service

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?

Dealing With Abusive Customers
customer serviceDealing With Abusive Customers

Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?

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Museum of Customer Support: The World's Oldest Complaint Letter
customer serviceMuseum of Customer Support: The World's Oldest Complaint Letter

In 1750 B.C., a disgruntled customer sent a letter of complaint to his copper dealer about a bad batch of ingots. Hear his complaint in this video, and learn what a good apology might look like.

Writing Your Own Customer Service Recipe Book
customer serviceWriting Your Own Customer Service Recipe Book

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional.

Terrifying Tales of Spooky Support
customer serviceTerrifying Tales of Spooky Support

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.

Annual Planning as a New Customer Support Leader
customer serviceAnnual Planning as a New Customer Support Leader

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Visit Sea Sat, the Customer Service Restaurant
customer serviceVisit Sea Sat, the Customer Service Restaurant

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?

Why Customers Ask Vague Questions (and What To Do About It)
customer serviceWhy Customers Ask Vague Questions (and What To Do About It)

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions.

The Book That Changed My Customer Service Career
customer serviceThe Book That Changed My Customer Service Career

Why the 2010 customer service book Exceptional Service, Exceptional Profits by Micah Solomon and Leonardo Inghilerri made an impact on my career.

The Supportive: A Series for Service Professionals
customer serviceThe Supportive: A Series for Service Professionals

Here’s the type of content you can expect from the series The Supportive, Mathew Patterson's column for customer service professionals.

What Should I Include in My Cover Letter?
customer serviceWhat Should I Include in My Cover Letter?

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Telling My Boss About My True Career Goals
customer serviceTelling My Boss About My True Career Goals

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Being Pushed to Offer Service Level Agreements Too Soon
customer serviceBeing Pushed to Offer Service Level Agreements Too Soon

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Balancing Soft-Skills With Technical Ability
customer serviceBalancing Soft-Skills With Technical Ability

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Breaking Into SaaS Support
customer serviceBreaking Into SaaS Support

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

GPT-3 and AI in Customer Support
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.

The Best Role for a Second Customer Service Hire
customer serviceThe Best Role for a Second Customer Service Hire

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

Avoiding Cherry-Picking in the Support Queue
customer serviceAvoiding Cherry-Picking in the Support Queue

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

COVID-19's Impact on Customer Service Volumes
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.

AI, Curiosity, and the Future of Human Customer Service
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.

What My Mechanic Taught Me About Customer Service
customer serviceWhat My Mechanic Taught Me About Customer Service

4 customer service lessons from a pro who treats people right, and keeps them coming back for decades.

5 People You Need On Your Customer Support Team
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.

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