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.
If you're finding that live chat is your most challenging support channel, consider adopting these best practices (and avoiding these common mistakes).
Learn how adding live chat as a customer service channel can help you improve the customer experience, increase agent productivity, and much more.
Follow these tips and use this customizable outage notification template to delight customers with exceptional service even when your system is down.
Follow these eight best practices to create knowledge base articles that are informative, engaging, appropriate, and unquestionably clear.
Discover why Whole Company Support matters and how Help Scout has built a customer-centric culture where everyone works directly with customers.
Avoid bombarding your customers with these common clichés and learn what to say instead.
If your team operates from a shared mailbox, you’ll appreciate these 7 shared mailbox best practices to streamline your communications.
We partnered with HubSpot to bring you the ultimate guide to human-centered customer 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.
When your company is enjoying some downtime during a retreat or holiday, how should you manage customer support?
Practical, research backed advice on how and when to manage situations where your team are complaining about your customers.
How Help Scout’s support team delivers high-quality service for the trickiest cases using a new triage process.
5 questions to help you determine whether help desk software is right for your e-commerce business.
Discover the uniting principles that helped these 12 customer support pros launch and run their side projects.
Use these indicators and tips to help you understand when you might want to extend to 7-day support coverage and how to roll it out effectively.
Customer service teams have an opportunity to move beyond reactively fixing problems and become drivers of retention and expansion. Here’s the three-part plan!
Great customer service isn’t all about wow moments or heroic interventions. Here are 5 dull tales of excellent service delivered with flash through well-built systems.
Giving support teams easy access to relevant contextual data creates better, more human customer service. Here’s how to make it happen.
Prepare your team for their toughest customer service challenges by planning in advance and responding consistently to these 4 common support scenarios.
Close to 80% of businesses think they deliver superior service, but only 8% of customers agreed. Discover the five leading causes of inferior service from small to medium businesses.
Practical guidance on when to consider turning off a particular support channel, and how to do it with the least impact on your customers and your team.
Today’s support professionals need a specific type of reading skill to comprehend customers’ (often confusing and emotional) incoming emails in the high-pressure, high-production customer service environment.
What if we treated exceptional customer service performers like we do our sports stars? From the team at Help Scout, it’s Super Queue Sunday!
There are multiple paths for career growth for customer service and support staff at Help Scout. Explore the options and understand the responsibilities involved.
Choosing help desk software can feel like a daunting task. This guide will help you pick the right one for your company.
Make better use of the private or internal notes feature of your help desk more effectively by following these guidelines for effective, helpful notes.
Learn why investing in software for help desk increases your ROI for customer support.
Reliable, well-maintained documentation is vital to good service, but it is a huge job. Here’s how support teams can help technical writers produce better knowledge bases.
Building your live chat schedule can be challenging. Live chat customers expect fast help, but your staff have other work to handle too. Here’s how to make it all work.
It can be a tough time of year for customer-facing professionals. And turkeys. Don’t miss these top tips for practicing self-care during the hectic holiday season.
Offering 24-hour customer service is a fantastic customer benefit. Here are three approaches for successfully expanding your support to 24/7 coverage.
Understand the role of Customer Support Operations in scaling up a customer service team, and learn the responsibilities and skills required to succeed in the role.
Increase your support speed and build a more resilient and effective team by teaching the skill and art of troubleshooting for customer service professionals.
How to usefully and consistently measure support quality, and how to use the information you gather to improve the quality of your training and the service you provide.
How to structure reviews at the first 30, 60, and 90 days of an employee’s tenure to provide them useful feedback and the opportunity to tell you what is going well and where they need help.
What should you call your support or service team? What names are others using? Does the name even matter, and if it does, how do you make a decision? Here's how to think about names.
It’s alive! Customer service professionals envisioned their support queues as living creatures, and now they’ve come to life as fun illustrations.
A 7-step guide to creating a consistent, effective quality review process that will help your team raise the bar on your customer service interactions.
Can you hire people who are great email writers *and* live chat writers? E-Write’s Leslie O’Flahavan shares her tips for spotting great writers of email and chat support.
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.
When AI can answer (some) customer questions, what is the role of humans in support? The answer is bringing human curiosity back into service.
Effective one-on-one meetings are a powerful tool for building strong, effective support teams. Here’s how to do it right.
Cards Against Humanity is a small company with a strong personality and a lot of passionate customers. Discover how their support team scales up while maintaining quality and a clear voice.
Yes, it is possible to add high-quality chat support to your service offering using your existing team.
How to smoothly move a conversation from one channel to another without upsetting your customer.
Take the right steps to reach solutions that solve your customers’ core problems.
How did the Roman Empire expand so effectively without collapsing? Sarah Chambers shares 5 ancient lessons to help you scale up your service.
Answering your oldest support queries first makes sense, but it doesn‘t always lead to the best customer experiences. Is fairness the best goal for support?
Support teams are a treasure trove of customer stories. Here’s how small teams can make those stories actionable for the rest of the company.
As teams grow, the gap between product and customer widens. Find out how Mailchimp’s Support Product Analysts bridge that gap.
One support pro discovers that developing your own professional support network can really pay off.
How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends.
After meeting a high-maintenance customer face-to-face, one support pro changes his tone - and tune.
A close call teaches one support pro the dangers of offering support on social channels!
A knowledge base can be your customer’s self service guide through your product, but not if your help content is mediocre.
Centralize and streamline communication across teams with Help Scout's Slack integration.
Allowing customers to self-serve can reduce costs significantly, but effective self-service goes further. By engaging customers and empowering staff, companies can deliver better service experiences.
Pat always wanted to work in customer support, and after a few years of dabbling in web development, he found his dream job at GitHub.
There is one counterintuitive key to achieving the self-service dream: people. Jeff Toister shares 3 ways to create effective self-service experiences.
There are few things more satisfying than when you craft the perfect response to a customer, and they truly appreciate it.
It only took one moment of real connection for this support pro to reframe difficult customer conversations forever.
If you’re creating new customer service reports or updating existing ones, these example reports will improve the way you present your impact on the business.
Support and community are about relationships and connection, but that does not mean we should only represent our work with qualitative, human-centered metrics.
Notes provide helpful background information on customers without breaking the flow of the discussion.
Saved Replies allows you to keep common answers to frequently asked questions so that you can pop them into your customer conversations.
Chase and Basecamp have a pretty low key reporting approach, here he gives an example of the 'why' of tagging emails.
Support professionals share encouraging true tales of seasonal support success.
Centralize and streamline communication across teams with Help Scout's Slack integration.
MeUndies, an ecommerce underwear retailer, explain how they prepare for battle with seasonal support queues.
Be proactive and make a plan before the holiday rush hits, and you’ll be ready to provide great customer service, no matter what challenges come your way.
Keep up with your customers, or you want to start providing 24/7 support coverage, it’s important to have a mobile version of your help desk.
Customer service consultant Adrian Swinscoe outlines a 7-step plan for quick, low-effort improvements that will help customer service teams thrive through busy periods.
Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.
True customer focus requires the involvement of the whole team, not just support. Support-driven growth is the path to greater customer experiences.
Chris Bowler helps you think through how to organize SaaS support and success teams.
Customer-centric companies focus every part of the business on their customers. Help Scout’s founders explain how they think about customer service in their different roles.
Having highly skilled customer service staff is not enough to succeed. Here's how to build a company wide culture of service.
Simple design principles to make your help documentation clearer, more scannable and more effective.
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.
Support Driven experts share their hard earned knowledge base advice for those building out a new KB, and for those who want to take their knowledge base to the next level.
Redesign your knowledge base and create a better customer experience.
How can you best support customers whose first language isn’t English?
Creating a customer-centric company is a top priority for businesses looking to thrive in today's customer-first world.
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.
Have you dismissed outsourcing for customer support? Learn how outsourcing could help you take your service to new heights.
Create better help docs that enable your customers to get answers 24/7 even when your support team is offline.
Stop being the gatekeeper to your clients’ success. Use self-service, chat and your help desk to help your customers succeed.
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.
Is it that people who work in customer service are lazy? That they just don’t care? Or have repeated telephone cord near-strangulations damaged some critical part of their brain? Perhaps.
Automate your customer support processes to gain insights and save time. Here’s how.
The ability to apologize effectively is a customer service superpower, and you don’t even need to be bitten by a radioactive animal to develop it.
When you’re promoted to customer service manager, you’ll need to rethink some of the habits that made you a great support representative.
Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.
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.
“Live chat customer service is hard to do well, but with the right execution, it can bring big benefits to your business.”
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?
Industry leaders weigh in on emerging trends in the customer support industry, including self-service, chatbots, and the role of humans in 2017 and beyond.
How to offer great customer service when your startup is still small
Believe it or not, there are exciting career paths in customer service and customer support that pay well and develop a variety of skill sets no other industry can offer.
Go beyond satisfied customers and create real customer loyalty by finding and eliminating high-effort experiences.
What do small-town, brick-and-mortar businesses have to teach modern customer success and support teams?
Communicating bad news to customers can be complicated, but following a few basic guidelines will ensure you say it right the first time and every time.
Fostering an environment where customers feel loyal to you and your business is a wise investment in the future of your company.
“Learn what customer service managers look for in a résumé and how to make yours stand out.”
When an abusive customer is making life miserable for your support team, it’s time to let them go. Here’s the playbook.
“How do messaging applications fit in with your email, live chat or other support channels? Should it replace or augment your support options?”
One customer support pro finds that it's not enough to discover what you love doing - you have to find a company that loves what you do too.
You may hold a high opinion of your company, but on average most of your customers think you’re just OK.
The ROI of thanking your customers is tantamount to the ROI of word-of-mouth. Here’s proof … and what to do about it.
“Investing in ROI for customer service covers more than salaries and tools. Mat talks about the importance of leadership in ROI.”
A tiny change to a phrase can make all the difference in helping your customer's comprehension.
A practical approach to developing smaller, more measurable customer service ROI figures.
Part one of a two-part series on customer service ROI, why you need it, and a detailed breakdown on how to measure it.
4 customer service lessons from a pro who treats people right, and keeps them coming back for decades.
The 5 most common predictions for customer support in 2017, from social support through to AI and chatbots, with helpful resources.
When you take the time to learn the background behind a customer's question, you learn that compassion and empathy make the biggest difference.
Communicating tone online is hard, especially in customer support. Follow a few best practices and you'll say it right the first time and every time.
You've got great customer service, but how do ensure quality as your company grows? Growth brings challenges you need to prepare for.
Use saved replies to reduce repeat tasks by creating templates you can use for common customer support queries.
What's the balance between being helpful and being secure? We discuss ways to close the customer service security hole.
Search is the quickest way to find customers, conversations and knowledge base articles in your help desk account.
When you go the extra mile for a customer, often you end up gaining more than just their loyalty - you can also make a new friend.
Customer service at nonprofits is often a function rather than a department, so success depends on keeping their tools and processes as simple as possible.
Providing the best customer service starts with the people you hire. These five personality types are essential on every customer support team.
Making your help content available inside your app helps customers keep problem solving momentum. Here’s how to set it up without hours of development time.
Using data in customer support doesn't have to be scary. Learn how to be data-driven and leverage analytics and reports in customer support.
Using your help desk automation to make notes more efficient for your customer support team.
A comprehensive list of customer service tools and resources for support professionals to build on their knowledge and connect with others in the field.
Organize your customer conversations based on their status or group and move them to those buckets based on what needs to be done.
It isn't so much that I was able to help this customer, but that we were able to work together in tandem to solve his problem.
The definition of customer support has changed over time, but today providing good customer support benefits both customers and the companies that provide it.
Keep your knowledge base updated while reducing busy work by organizing how-to articles into high level categories.
Learn the 4 stages of the customer support funnel, and you can use it to retain customers.
Don’t let ongoing customer conversations get lost in your help desk. Use tags and workflows to set reminders to follow up.
Everyone makes mistakes, but when you can help your customer fix one of their own, it can make your day too.
When sales and customer service work together, they succeed by giving the customer a better experience.
Improve the efficiency of your help desk by integrating your help desk with other apps and services.
With every interaction in customer support, you have the opportunity to be the best part of that person's day.
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.
What is customer success and how does it drive business growth? Ryan Engley of Unbounce shares his thoughts on the value of creating successful customers.
You can use tags to organize support conversations to discover easy wins in the product that will delight your customers.
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.
Complex software solutions, misconceptions about customer support and lack of engagement are causing your team to provide poor customer service.
Careers in customer service and support offer better salaries and carry more clout than ever before. Learn how to grow your career by elevating the profession itself.
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.
Sometimes telling a customer what you can and cannot do without trying to sweeten your answer is exactly what they want.
To spot high-upside opportunities in customer service, be sure to use these 4 practical frameworks.
Customer support is fighting a negative public perception, and high turnover rates, but there is a solution and it takes less work than you think.
From hiring a team to setting up tools and processes, these are are the building blocks of a great customer support department.
Tips on providing better customer support from experienced customer support professionals
Show your company the value of customer support using data you already have.
Three ways to get your support, sales, and marketing teams working together effectively.
Being able to assess and address customer complaints is key to providing great customer service.
Customer appreciation can be somewhat of a lost art, but smart businesses know that caring gestures turn customers into loyal advocates.
Can excellent customer service really be delivered over email? These 7 examples say yes!
The best customer service tips can only come from world-class teams. Here are 15 tips for delighting your customers.
The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company.
Telling customers to “keep an eye out” for updates puts the onus on them—not cool. Instead, be proactive and follow up after you’ve fixed a bug they reported or built a feature they wanted.
Customer service metrics are easy to measure, but what exactly should you track and how should you report on it?
Sometimes, due to forces beyond your control, you have to solve customer problems that your product or site didn't create.
You only get one chance to conduct a great interview. Follow these tips to ask more creative, revealing questions.
What the best support leaders wish they’d known when they first took the helm.
Keep customers happy even when you can’t give them everything they want.
When customer support volume grows, you’ll need a plan to better manage the queue. Here are seven ideas to try.
Understanding the psychology behind setting and meeting goals will help you focus on what matters and improve productivity.
GIFs are good for more than a quick laugh — they’re also an effective tool to deliver great support.
Customer support roles require a lot of resilience, even if you're completely in love with your job.
Practical guides for handling tricky customer service situations including saying not a request and refusing a refund.
In the competitive rat race that is “content,” has solving for the customer become a mere footnote?
While reporting on customer support is important, there’s more to it than just the numbers.
Hiring is an art, not a science. Keeping your eye out for a few key qualities will make it easier for you to hire the best customer service team.
Working in customer service can be emotionally exhausting. Giving support staff feedback sessions and time away from the queue can rebuild their resilience.
Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience.
Customer support job descriptions require you to identify the kind of person who will be right for this unique kind of work.
To succeed in support takes a special set of skills including listening, showing understanding, action taking, empathy and a little creativity.
Take a look at a few examples of how tone can impede your customer support interactions.
Customer support isn’t all gifs and happiness. Greg shares a more realistic perspective on the difficult, important work of the customer service team.
Conversation is rarely back or white. Your tone, both written and spoken, creates many shades of gray.
What to do, and what NOT to do when things go wrong Learn with practical examples from Buffer, HMV and Adobe.
8 inspiring stories of exceptional customer service from companies including Trader Joe’s, Buffer, Ritz-Carlton, and JetBlue.
How can you objectively tell if your customer service is garbage or not?
Responding to inquiries within 24 hours should be more than a company goal; it should be a standard of practice.