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.
Sarah Chambers • 12 min read
What the best support leaders wish they’d known when they first took the helm.
Emily Triplett Lentz • 6 min read
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.
Emily Triplett Lentz • 5 min read
Help Scout • 3 min read
How did the Roman Empire expand so effectively without collapsing? Sarah Chambers shares 5 ancient lessons to help you scale up your service.
Sarah Chambers • 10 min read
How to smoothly move a conversation from one channel to another without upsetting your customer.
Mathew Patterson • 6 min read
When your company is enjoying some downtime during a retreat or holiday, how should you manage support?
Alex Edwards • 6 min read
Looking to scale your support team after overnight success? Check out our webinar with Kickstarter and Lovepop!
58 min read
When customer support volume grows, you’ll need a plan to better manage the queue. Here are seven ideas to try.
Jesse Parker • 8 min read
Go beyond satisfied customers and create real customer loyalty by finding and eliminating high-effort experiences.
Viktor Magic • 10 min read
What's the balance between being helpful and being secure? We discuss ways to close the customer service security hole.
Mathew Patterson • 3 min read
When an abusive customer is making life miserable for your support team, it’s time to let them go. Here’s the playbook.
Lance Conzett • 8 min read
Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.
Brittany Ferguson • 8 min read