Live Event

Read between the lines: Understanding What Customers Are Really Asking


Your customers are probably not professional writers. What customers say when they email you for support is not necessarily what they are asking for (or what they need). To provide the most effective customer service, you need to know how to read analytically, which means going beyond the surface meaning to understanding the customer’s intent and goal.

Join Leslie O’Flahavan, Founder of E-WRITE and Help Scout’s Customer Evangelist Mat Patterson as they discuss the skill of analytical reading, and share advice on how to improve your team’s critical reading.

What you’ll learn:

  • Why analytical reading matters for support teams
  • What analytical reading looks like in practice
  • Simple ways to improve your own reading skills, and your team’s
  • Practical experience of analytical reading in action

Download the Guide to Hiring Your Customer Support Dream Team

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