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.

customer serviceA Customer Service Advice Column for Actual Humans

Get answers to your most challenging career or leadership questions in Help Scout's new 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 serviceCustomer Service Trends Not to Care About in 2021

The biggest customer service trends in 2021 won't be a surprising new technology or a huge growth in adoption of some long-predicted tool like AI.

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.

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.

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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