Customer Service
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.
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.
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.
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'?
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?
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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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