Help Scout

Ever wonder what the support queue for a customer service platform might look like? Learn what’s on our customers’ minds and get the inside scoop on how we provide support in our new blog series, the Support Team Mailbag! 📬 In our first post, Help Scout support pro, Sarah-Mei E. discusses how our support team uses Help Scout features like folders, workflows, private notes, and AI to ensure our customers receive great support. Have a question you'd like to see in a future edition of the Support Team Mailbag? Drop ‘em in the comments — we’d love to hear from you! 👇 https://lnkd.in/gWkMavhT

Tina Turner - musical legend, Australian obsession...not a fan of heroes. She famously thinks we don't need more. Mathew Patterson agrees that when it comes to great service, it's not about heroic effort, it's about better systems and policies...but will AI create a demand for more human heroes? What do you think? p.s This is taken from The Supportive Podcast, available from all good podcast players, and most of the bad ones too. https://lnkd.in/gaXwf53A

You’ve probably heard of hex codes and RGB values, but have you heard of HSL? HSL — which stands for hue, saturation, and lightness — is another way to express color. While hex and RGB are more commonly used, HSL is a highly intuitive color format that just might come in handy during your next CSS project. Learn more in this recent blog post from Help Scout Senior JavaScript Engineer Juan Pablo L. https://lnkd.in/gFT4zrcp

Meet Alison Groves — a member of the support team here at Help Scout, whose #1 focus is making sure everyone has a seamless free trial experience in our platform. She’s an expert on all things Help Scout and all things onboarding, and she’s dedicated to making sure you’re up & running and as successful as possible in your free trial. Got questions for Alison? Comment ‘em below!

Is AI actually… what customer support teams are asking for? Kristen's hot take is that there are a lot of companies out there building AI tools just to have something flashy to talk about. At Help Scout, we’re trying to solve the real challenges our customers face every day in the queue. If AI can help, great! If not, we won’t try to force it. Check out Nick and Kristen’s full discussion on how we’re navigating the AI hype: https://lnkd.in/gVejaqkD

AI tools are changing a lot about how we think about and deliver customer support — and that includes the metrics we use to measure our impact. Here’s what Abigail Phillips, our VP of Customers, has to say about more productive, efficient ways to set KPIs when using AI in the queue. Her #1 tip: Get specific. (And check out the full discussion with Help Scout support pros, on this topic and more, right here: https://lnkd.in/e-wPUBqr )

Don't waste your one-on-one time with your direct reports. You'll uncover things that won't surface in any other context, and they will be the key to improvements in all areas. We've got tips, templates, and more to help you do it: https://lnkd.in/gNKq49Gj

You don't need a ton of money or time to wow your customers. Sometimes, even something as small as a "thank you" can get the job done. Practice the same things that you would do in a meaningful relationship: - Stick to your word. - Keep things simple and easy. - Empower the people around you. - Treat others equally and with respect. Learn more about how these simple actions can have a big effect: https://lnkd.in/guenNUrY

Socrates was so hardcore about learning that he thought writing things down was cheating. But what does it have to do with customer support? https://bit.ly/4bfQDDQ

Maybe AI is going to ramp up even more steeply, or maybe we've hit a generative AI plateau and will only see incremental improvements for a while. Either way, investing in better, AI-enhanced self-service support experiences will be a winning strategy for customer-centric companies. For the full episode: https://bit.ly/4bfQDDQ