Customer Service
Customer ServiceConversational AI for Customer Service: How to Get it Right
In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.
Customer ServiceBenefits of AI in Customer Service: 4 Ways AI Can Help
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
Customer ServiceAI Knowledge Base: An Essential Guide
In this AI knowledge base guide, we’ll explore what an AI knowledge base is along with its key components and benefits, helping you determine if an AI-driven knowledge base is right for you.
Customer ServiceHow To Optimize Your Support Strategy for Messaging Channels
It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.
Customer ServiceMake Customer Support a Team Sport with Light Users
Help Scout's light users make it easy to collaborate on customer conversations and extend knowledge by bringing in other teams that have the answers, without having to use additional tools.
Customer ServiceTap Into Revenue in the Queue With Light Users
Don’t miss out on revenue opportunities hiding in your support queue. Add sales, marketing, and account management into Help Scout as light users and tap into new revenue potential.
Customer ServiceCustomer Support Job Description: Examples and Best Practices
Learn how to write a customer support job description that attracts your ideal applicants, and review some excellent real-world examples.
Customer Service6 Great Templates for Customer Onboarding Emails
Customer success managers are already busy. Save time (and improve your customers' experience!) with these onboarding email templates.
Customer ServiceHow to Create and Organize a Knowledge Base
Your knowledge base is one of the hardest working members of your team. Putting effort and energy into great knowledge base articles and organization helps it work even more efficiently.
Customer ServiceHow To Create an Excellent Customer Engagement Strategy
Learn what a customer engagement strategy is, why it’s important, how to measure it, and how to improve it.
Customer ServiceBuilding a Customer-Focused Company
This guide will show you how to build a business known for its commitment to its customers.
Customer ServiceA Guide to Customer Success Manager Career Paths
Building a customer success manager career path can feel intimidating if you’re just getting started. Read our guide on how to move into a CSM role or boost your existing career in customer success.
Customer ServiceHow to Create Great Customer Feedback Email Templates
Every customer-facing team should be asking for constructive insights from their customers. These customer feedback email templates take the guesswork out of how to ask.
Customer Service8 Free Customer Satisfaction Survey Templates
Uncover eight free customer satisfaction survey templates and how to glean insights after your customers respond.
Customer ServiceHow to Write the Best Customer Support Manager Job Description
Writing the best customer support manager job description is important when staffing for this key role within your company. Here are ten examples of great descriptions and templates you can use to write your next one.
Customer ServiceWork For Customers, Not Personas
Here’s how (and why) to give every person in your business a deeper understanding of who your customers are, how they think, and what they need.
Customer Service4 Customer Success Plan Templates and How to Use Them
These free customer success plan templates will help guide your team toward providing the best possible experience for your customers.
Customer ServiceCustomer Service Hiring: Project Ideas
Customer service job interview projects are useful, but they are by no means a silver bullet. Learn the dos and don’ts to find the best candidate for your role.
Customer ServiceSupport Team Swarming Vs. Tiering
Tiered support has been the established method of addressing customer questions. However, support swarming has additional benefits that can help with specific aspects of team management. In this blog post, we break down the benefits and drawbacks of support swarming vs. tiering.
Customer ServiceProduct Support Analyst Job Description: Template and Examples
Here are five examples of great product support analyst job descriptions and suggestions you can use to write your next one.
Customer ServiceCustomer Self-Service: Benefits, Tips, and 5 Great Tools
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
Customer ServiceHow to Scale Customer Support Without Compromising Service
It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.
Customer ServiceCustomer Onboarding Specialist Job Description: Templates and Examples
Learn how to write a customer onboarding specialist job description, and get inspired by several real-world examples.
Customer ServiceCustomer Success Specialist Job Description: Template and Examples
Draw in qualified applicants with these tips for writing and real-world examples of customer success specialist job descriptions.
Customer ServiceSmall Business Customer Service Outsourcing: 4 Pitfalls to Avoid
Discover four pitfalls common to small businesses that are new to customer service outsourcing, and learn how to avoid them at your company.
Customer ServiceHow to Write a Tier 2 Support Job Description + 5 Examples
Here are several examples of tier 2 support job descriptions to use as guidance, along with information on how to write your own.
Customer ServiceCustomer Support Rep Job Description: Template and Examples
When hiring, it's important to nail your customer support representative job description so you get the best possible applicants.
Customer ServiceThe Taming of the Queue: 14 Support Queue Management Tips
Understanding and managing the power of a support queue is critical to a sustainable customer service organization. Consider these 14 tips.
Customer ServiceHow to Hire for Customer Service: A Step-by-Step Guide
Making the right hires for your support team is critical for the strength of your organization. Learn how to hire for customer service.
Customer ServiceHoliday Customer Service: 6 Tips for Scaling Support Spikes
Gear your team up for this year's seasonal spike with these six holiday customer service tips, plus a few inspiring holiday support stories.
Customer Service5 Ways to Automate Support Without Degrading Service
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
Customer Service7 Steps to Build a Thriving Customer Service Team
Follow these 7 foundational steps to build a brand new customer support department or maximize the success of your existing team.
Customer Service23 Customer Service Interview Questions (+ Interview Tips)
Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent.
Customer ServiceCreating Customer Flow
Join Nick Francis and Justine Jordan for this webinar to learn why customer flow is critical to growing your business, and how to create it through the thoughtful use of messaging.
Customer ServiceRolling Out Weekend Support
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 ServiceHow to Turn Off a Support Channel Gracefully
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.
Customer Service3 Strategies for Scaling Up to 24-Hour Customer Service
Offering 24-hour customer service is a fantastic customer benefit. Here are three approaches for successfully expanding your support to 24/7 coverage.
Customer ServiceCustomer Support Operations: Description, Responsibilities, and Skills
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.
Customer ServiceWhat to Call Your Customer Service and Support Teams
Naming a new team or considering renaming your existing one? Here are plenty of customer service team names and role titles to consider.
Customer ServiceScaling Support With Personality at Cards Against Humanity
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.
Customer ServiceHow to Determine Your Company’s Multichannel Customer Support Strategy
Which is better, an omnichannel support solution or a custom, multichannel stack? There’s a better middle ground.
Customer ServiceHow Mailchimp Bridges the Gap Between Support and Product
As teams grow, the gap between product and customer widens. Find out how Mailchimp’s Support Product Analysts bridge that gap.
Customer ServiceThe Future of Self-Service
How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends.
Customer Service6 Ways to Get More Mileage out of Your Help Content
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.
Customer ServiceThe Right (and Wrong) Way to Outsource Customer Support
It's possible to outsource customer support without degrading service quality. Here's what you need to know to outsource the right way.
Customer Service3 Simple Automations That Free Your Support Team From Tedious Tasks
Use these simple automations to tick off tedious tasks and free up your time for more strategic work.
Customer ServiceHow Customer Support Teams Can Maximize Seasonal Downtime
Every industry is subject to seasonal downtime — use it to set yourself up for success before your team gets swamped again.
Customer ServiceHow We Transitioned to 24-Hour Support
Round-the-clock support is a huge win for customers, but it doesn’t come easily. Here’s how we made the transition.
Customer ServiceWhy All Hands Support Didn’t Work for Our Company
Anna Brozek, former CEO at Big Cartel, explains why the company tried and eventually ended the practice of all hands support.
Customer ServiceThe Business Case for Loving Customers
Free resource outlining the business reasons for great customer service, why it works, best practices and ways to measure success.
Customer ServiceEveryone Should Be Feeling the Customer’s Pain
Getting the whole team to answer support questions is the fastest way to ensure your company truly understand the customer experience.