Growth & Culture

10 Practical Ways to Increase Team Productivity
Growth & Culture10 Practical Ways to Increase Team Productivity

Many support managers spend a ton of time trying to increase productivity. By shifting your focus from output to empowerment, you can create more efficiency at work.

Customer Onboarding: Steps, Examples, and Best Practices
Growth & CultureCustomer Onboarding: Steps, Examples, and Best Practices

A detailed guide to creating a customer onboarding process, with best practices to help customers achieve success with your product.

7 Key Customer Experience Metrics, From Basic to Advanced
Growth & Culture7 Key Customer Experience Metrics, From Basic to Advanced

Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company.

Ecommerce Live Chat: Why You Need It + 12 Top Tools
Growth & CultureEcommerce Live Chat: Why You Need It + 12 Top Tools

Live chat increases customer satisfaction and conversions while decreasing cart abandonment. Browse the top 12 ecommerce live chat tools.

Customer Success: What It Means, Why It Matters, and More
Growth & CultureCustomer Success: What It Means, Why It Matters, and More

Customer success boosts lifetime customer value, creates loyal customers, and provides helpful product insights. Here’s how to do it well.

SaaS Customer Success: Key Roles, Strategies, and Tools
Growth & CultureSaaS Customer Success: Key Roles, Strategies, and Tools

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.

The 8 Best Ecommerce Help Desks On The Market Today
Growth & CultureThe 8 Best Ecommerce Help Desks On The Market Today

Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver great support.

Reducing and Handling Ecommerce Shipping Cost Complaints
Growth & CultureReducing and Handling Ecommerce Shipping Cost Complaints

Shipping costs are a primary cause of ecommerce complaints. Here's what support teams can do to reduce complaints and respond effectively.

DEI at Help Scout: 2021 Update
Growth & CultureDEI at Help Scout: 2021 Update

As we enter fall 2021, we’re excited to share a new post detailing our progress, efforts, and learnings when it comes to DEI at Help Scout.

The 11 Best Ecommerce Customer Service Software Platforms
Growth & CultureThe 11 Best Ecommerce Customer Service Software Platforms

This list of 11 standout ecommerce customer service tools will help you find the perfect tool to improve your company's customer support.

Help Scout’s Step-By-Step Remote Hiring Process
Growth & CultureHelp Scout’s Step-By-Step Remote Hiring Process

Remote hiring is a different ball game. Follow this step-by-step remote hiring process to find the best workers for your distributed company

Building a Customer-Oriented Company: Strategies & Examples
Growth & CultureBuilding a Customer-Oriented Company: Strategies & Examples

Read about five examples of great customer-oriented companies, and learn what practices you can put in place to get better yourself.

10 Inspirational Customer Experience Examples
Growth & Culture10 Inspirational Customer Experience Examples

Customer experience examples often err on the side of the emotional and intense, but CX also needs to be baked into your strategies.

Customer Experience vs. Customer Success: Explained
Growth & CultureCustomer Experience vs. Customer Success: Explained

Learn the key differences between customer success and customer experience, and discover why both roles are vital for delighting customers.

Customer Success vs. Account Management: Why Both Matter
Growth & CultureCustomer Success vs. Account Management: Why Both Matter

Companies often pit customer success against account management, but they can work together to create the best customer experience possible.

How We Approach Employee Compensation at Help Scout
Growth & CultureHow We Approach Employee Compensation at Help Scout

Employee compensation is complicated, and can get messy without a good plan. Here's how to create (or improve) your compensation strategy.

5 Examples of Customer Success Marketing for SaaS Teams
Growth & Culture5 Examples of Customer Success Marketing for SaaS Teams

Understand what customer success marketing is and how it can benefit your business, plus get inspired by examples from 5 top SaaS companies.

4 Simple Tips for Crafting an Ideal B2B Customer Experience
Growth & Culture4 Simple Tips for Crafting an Ideal B2B Customer Experience

Every “B” in B2B is simply a collection of humans. Build a great experience for your customers with 4 simple B2B customer experience tips.

10 Simple Ways to Wow Your Customers Every Day
Growth & Culture10 Simple Ways to Wow Your Customers Every Day

Learning how to wow your customers can have a huge impact. Here are 10 ways your company can knock people’s socks off every day.

What Is Customer Happiness + 11 Ways to Inspire It
Growth & CultureWhat Is Customer Happiness + 11 Ways to Inspire It

Customer happiness contributes to your bottom line and other key business metrics, plus it feels good. This blog post explains how to do it well.

6 User Adoption Strategies for Growing SaaS Businesses
Growth & Culture6 User Adoption Strategies for Growing SaaS Businesses

Six user adoption strategies that SaaS companies can use to convert trial users into paying customers and improve long-term customer retention.

6 Customer Experience Books Every Founder Should Read
Growth & Culture6 Customer Experience Books Every Founder Should Read

This list of must-read customer experience books contains some classics, plus a few you might not see in the traditional best CX books lists

5 Effective Customer Loyalty Programs for Small Businesses
Growth & Culture5 Effective Customer Loyalty Programs for Small Businesses

All you need to know about the benefits of customer loyalty programs for small business + examples of 5 types of programs to consider.

CX Fitness: Conducting a Customer Experience Analysis
Growth & CultureCX Fitness: Conducting a Customer Experience Analysis

Consider these four questions and one call to action to conduct a customer experience analysis and get your company's CX into shape.

Creating a Customer Success Journey Map in 6 Steps
Growth & CultureCreating a Customer Success Journey Map in 6 Steps

A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product.

6 Customer Centricity Examples To Use In Your Business
Growth & Culture6 Customer Centricity Examples To Use In Your Business

Keeping customers your #1 focus isn’t always easy. These 6 companies offer real-life customer centricity examples that will show you the way.

A Comprehensive Guide to Customer Satisfaction Score
Growth & CultureA Comprehensive Guide to Customer Satisfaction Score

Customer satisfaction score is an excellent baseline metric for customer experience. Learn why it’s important and how to use it effectively.

How To Use NPS to Measure Your Customer Experience
Growth & CultureHow To Use NPS to Measure Your Customer Experience

Learn more about Net Promoter Score and discover 7 best practices you can employ to use NPS as a tool for measuring your customer experience.

7 Foundational Customer Experience Best Practices
Growth & Culture7 Foundational Customer Experience Best Practices

A better customer experience leads to more loyal customers and more referrals. Here are the seven CX best practices you need to get there.

Creating a Customer Experience Team: 4 Questions to Ask
Growth & CultureCreating a Customer Experience Team: 4 Questions to Ask

Answer these four questions to create a customer experience team that's poised to deliver great experiences for every customer, every time.

A Founder’s Guide to Collecting and Utilizing User Feedback
Growth & CultureA Founder’s Guide to Collecting and Utilizing User Feedback

An introductory guide on how to collect user feedback: tools to use, questions to ask, and how to use feedback to build your product.

9 Key Aspects of a Stellar Customer Success Strategy
Growth & Culture9 Key Aspects of a Stellar Customer Success Strategy

Learn about the nine critical components of an effective customer success strategy and how you can implement them for your own business.

Where to Start When Building a Customer Success Team
Growth & CultureWhere to Start When Building a Customer Success Team

Customer success teams are the best way to ensure an excellent customer experience. Here's how and why you should build one for your company

How to Create a Customer Feedback Loop That Works
Growth & CultureHow to Create a Customer Feedback Loop That Works

Learn about the stages of creating a customer feedback loop and discover how you can use customer feedback to improve your business.

The Role of Customer Stickiness in Building Enduring Loyalty
Growth & CultureThe Role of Customer Stickiness in Building Enduring Loyalty

Learn what customer stickiness is and how SaaS businesses can both improve stickiness and transform it into enduring customer loyalty.

Customer Satisfaction: What It Is and 6 Ways to Boost It
Growth & CultureCustomer Satisfaction: What It Is and 6 Ways to Boost It

Customer satisfaction is the pulse beneath most key business metrics. Learn its importance, how to measure it, and six ways to improve it.

8 Key SaaS Customer Success Metrics & How to Measure Them
Growth & Culture8 Key SaaS Customer Success Metrics & How to Measure Them

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics.

How a Great Customer Experience Can Grow Your Bottom Line
Growth & CultureHow a Great Customer Experience Can Grow Your Bottom Line

Customer experience is a key brand differentiator for SaaS and ecommerce businesses. Here’s how to create a CX strategy and profit from it.

Customer Perception and How to Manage It Effectively
Growth & CultureCustomer Perception and How to Manage It Effectively

The way customers perceive your company is key to revenue growth. Learn more about customer perception and how to manage it in this detailed guide.

Customer Story: Materialesdefabrica.com
Growth & CultureCustomer Story: Materialesdefabrica.com

Materialesdefabrica.com has become one of the best ecommerce businesses in our sector by using Help Scout as the nexus of our operations. Here's how.

How to Improve Customer Loyalty With Customer Effort Score
Growth & CultureHow to Improve Customer Loyalty With Customer Effort Score

Use Customer Effort Score to see where you’re making things difficult for customers and learn how to improve your customer’s experience.

10 Techniques for Collecting Voice of the Customer Data
Growth & Culture10 Techniques for Collecting Voice of the Customer Data

Today’s most successful businesses understand their customers on a deeper level. How? Voice of the Customer data. Here are 10 ways to collect it.

How to Inspire, Measure, and Improve Customer Loyalty
Growth & CultureHow to Inspire, Measure, and Improve Customer Loyalty

Customer loyalty is key to reducing churn and increasing revenue for your online business. Here's everything you need to build loyalty.

A Founder’s Guide to Building a Customer-Focused Company
Growth & CultureA Founder’s Guide to Building a Customer-Focused Company

Customer focus results in loyal customers, strategic decision making, & company growth. Learn how to foster customer focus in your business.

How to Identify and Optimize Customer Experience Touchpoints
Growth & CultureHow to Identify and Optimize Customer Experience Touchpoints

Learn how to identify all of your customer touchpoints and optimize each of them for an improved overall customer experience.

A Complete Guide to Customer Acquisition for Startups
Growth & CultureA Complete Guide to Customer Acquisition for Startups

Learn how to define your audience, goals, and channels to build a customer acquisition strategy for your startup that gets results.

4 Meaningful Customer Satisfaction Metrics, Compared
Growth & Culture4 Meaningful Customer Satisfaction Metrics, Compared

Discover and compare four customer satisfaction metrics you can use to measure customer satisfaction in a meaningful way.

Understanding Consumer Behavior to Convert More Customers
Growth & CultureUnderstanding Consumer Behavior to Convert More Customers

Learn how customers buy with these 10 consumer behavior studies to help enhance your persuasion, influence, and marketing efforts.

The List Building Strategies That Grew 251,000 Subscribers
Growth & CultureThe List Building Strategies That Grew 251,000 Subscribers

Discover list-building techniques to build a massive list of engaged subscribers and turn your newsletter into a conversation machine.

How Help Scout Mitigates Unconscious Bias in Hiring
Growth & CultureHow Help Scout Mitigates Unconscious Bias in Hiring

If it’s human nature to look for clues, patterns, and data to make decisions, how can we recognize unconscious bias to mitigate it when hiring?

6 Proven Strategies for Building a Customer-Centric Company
Growth & Culture6 Proven Strategies for Building a Customer-Centric Company

Customer centricity is a catalyst for growth and a competitive differentiator. Adopt these 6 strategies to build a customer-centric business

How to Build a Winning Customer-Centric Marketing Strategy
Growth & CultureHow to Build a Winning Customer-Centric Marketing Strategy

Customer-centric marketing helps you grow by giving customers exactly what they want. Here are the steps to take to get started on your strategy.

5 Practical Ways to Automate Ecommerce Customer Service
Growth & Culture5 Practical Ways to Automate Ecommerce Customer Service

Discover 5 practical ways ecommerce companies can consistently deliver a better customer experience using simple help desk automations.

Guide to Customer Relations: Definition, Benefits, and Tips
Growth & CultureGuide to Customer Relations: Definition, Benefits, and Tips

A strong customer relations strategy underpins sustainable growth. Once you know the facts, it’s hard not to put these relationships first

Customer Appreciation Ideas: 17 Ways to Thank Customers
Growth & CultureCustomer Appreciation Ideas: 17 Ways to Thank Customers

Learn what customer appreciation is, why it's important, and discover 17 memorable and inexpensive ways to appreciate your customers.

What Is Customer Retention + 16 Proven Retention Strategies
Growth & CultureWhat Is Customer Retention + 16 Proven Retention Strategies

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior.

7 Retention Marketing Strategies for Ecommerce Merchants