Help Scout

AUGUST 24, 2021

For example, Help Scout offers Docs — which is knowledge base software — but it’s not sold on its own. Help Scout Best knowledge base software for customer support. Help Scout is a complete customer service platform, and one part of the platform is our knowledge base software: Docs. We all know the old axiom “knowledge is power.”

Knowledge Base 107

Knowledge Base Software How To Self Service 107

Help Scout

JUNE 1, 2021

Help Scout’s small business help desk software lets you create stronger customer relationships, save time, and increase team productivity. Help Scout: A help desk designed for small businesses Being a small business ourselves, we decided to build a help desk solution that addresses the unique challenges facing leaner teams.

Self Service 98

Self Service Software Knowledge Base Ecommerce 98

Help Scout

APRIL 27, 2021

We interviewed Alex Redfern, one of the founders, to find out how the company is using Help Scout to support its operations. We interviewed Alex Redfern, one of the founders, to find out how the company is using Help Scout to support its operations. Why did LanguaTalk come to Help Scout? It’s a fast-growing U.S. Absolutely.

Software 58

Software Customers Examples Tools 58

Help Scout

AUGUST 22, 2023

5 things your company needs to be great, plus a sneaky sixth tactic that will make your company last from Help Scout CEO, Nick Francis. Read the full article

How To 40

How To Company 40

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Every company has a culture, and it isn’t something you can directly build. Others are design or product led.

Culture 139

Culture Customer Service How To Policies 139

BirdEye

OCTOBER 20, 2021

Girl Scouts of America might be over 100-years old but they are more progressive than many businesses when it comes to getting paid faster! Adapting to the demands of consumers, scouts selling girl scout cookies are equipped to accept SMS payments. Did you know businesses are only operating the SMS channel at 38% capacity ?

Automotive 97

Automotive Healthcare Insurance Retail 97

Help Scout

JULY 12, 2021

Help Scout was founded on the principle that there’s a more socially conscious and intentional way of doing business. So earlier this year, a small but mighty team within Help Scout started researching, writing, designing, and building a destination for a different type of leader. We’ll let you know as soon as a new issue comes out!

Video 71

Video Resources Brands Company 71

Help Scout

MAY 18, 2021

Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. There are benefits and disadvantages for both.

Tools 115

Tools Self Service Multi-Channel Chatbots 115

Clarivate

AUGUST 16, 2023

Derwent World Patents Index (DWPI ) turns 60 this year. In this blog, Ed White, Senior Director and Principal Analyst, celebrates how DWPI evolved from a newsletter of patent abstracts into an integral part of the global patent system. Let’s start with a fundamental question. What is the origin story of Derwent World Patents Index (DWPI)?

Exercises 97

Exercises Innovation Analysis Government 97

Wired and Dangerous

JANUARY 18, 2021

They empower frontline service providers to become assertive scouts and whistleblowing sentries eager to share customer intelligence for rapid intervention and recovery. Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We hope you will buy a copy.

Self Service 103

Self Service Social Media Hotels Report 103

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. 87% of organizations around the globe state that diversity is a priority area for them to focus on.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

NetBase

SEPTEMBER 30, 2020

Understanding which areas to explore on the tech horizon can be tricky – and this is where tech scouting comes in. And fintech scouting around blockchain technology offers intel on a lucrative niche to explore. Market intelligence informs this effort, helping businesses see beyond the buzz (or lack thereof). Let’s check it out!

Financial 52

Financial Marketing Banking Trends 52

Help Scout

JUNE 30, 2021

Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. It’s still yesterday for you. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow. That separation is about more than weather and the relative deadliness of the local wildlife.

How To 134

How To Meeting Video Culture 134

Help Scout

SEPTEMBER 7, 2021

Learn more about measuring support quality beyond CSAT and NPS in this webinar, featuring Beth Trame of Google Hire, Shervin Talieh from PartnerHero, and Mathew Patterson of Help Scout. Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service.

Measurement 118

Measurement Tools Customer Service How To 118

ShepHyken

OCTOBER 25, 2021

Help Scout) To help make things a little easier, we’ve put together a list of 27 support tools and resources to help you create the best support team possible. My Comment: How do customers prefer to reach out to you for help and support? Many companies are trying to move the initial contact to chatbots. billion by 2026, representing a 30.9%

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

Help Scout

SEPTEMBER 22, 2021

But most of the Help Scout blog is intended for many different audiences. Sometimes people think of support as an “entry level” role, something to be moved through or skipped over, but you know how wrong they are. Here it’s just you and me, the people who are deeply and maybe a bit weirdly into online support.

Conference 109

Conference Video Software Customer Service 109

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. It increases the lifetime value of customers.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

Help Scout

JULY 8, 2021

When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. So why not look for something free? What is Google Collaborative Inbox?

Self Service 115

Self Service Knowledge Base Groups Tools 115

Help Scout

JULY 6, 2021

If you’re using a shared Gmail or Outlook mailbox for support, a shared inbox tool can improve your agent and customer experience significantly. But because there are so many shared inbox tools on the market — many with very similar functionality — it can be hard to decide which tool is right for your team. Front: Advantages and disadvantages.

Knowledge Base 65

Knowledge Base Social Media Self Service Tools 65

Help Scout

APRIL 27, 2021

That’s when they decided to bring on Help Scout. Help Scout allows multiple team members to respond to incoming requests and questions, ensuring no emails are missed.”. Help Scout allows multiple team members to respond to incoming requests and questions, ensuring no emails are missed.”. Complicated support made simple.

Customers 45

Customers Feedback Touchpoint Technology 45

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT. A player’s hand size also might matter.

Customer Satisfaction 92

Customer Satisfaction Metrics Average Handle Time Contact Center 92

Help Scout

APRIL 27, 2021

Your customers, your business, and your queue make for a unique combination, so an inbox approach that works for our Customers team at Help Scout may not work for you. Our own team at Help Scout shared their triage model in this article. The art of the support queue. It’s a fair question, but there is more to a support queue than that.

Self Service 118

Self Service Management Tips Metrics 118

C Space

JULY 24, 2020

That would bring its total number of Walmart Health clinics to at least 13 by the end of 2021. Walmart is already the largest private-sector employer and the largest grocer in the U.S., but it’s looking to become a major health-care player, too. These fans will look and move like real people and can be customized for each game.

Brands 52

Brands Sports Advertising Transportation 52

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. What is Intuition?

System 148

System Analytics Video Connections 148

GlowTouch

OCTOBER 16, 2019

GlowTouch Founder and Daughter Featured on Cover of Girl Scouting Publication. Fall 2019 (Louisville, KY) – GlowTouch Founder Vidya Ravichandran and her daughter Anjali Chadha, a Freshman at MIT, are featured on the cover of the Fall 2019 edition of “Today’s Family,” a publication of the Girl Scouts of Kentuckiana.

Connections 40

Connections Technology 40

Help Scout

AUGUST 15, 2018

It’s been just over a year since Help Scout last conducted our first demographic survey and shared the findings publicly. We’d increased the representation of women and non-binary people on our Engineering and Design teams, but it still sat at 13%, and overall as a company, Help Scout was 81% white. The results are in. New insights.

Groups 40

Groups Survey Training Data 40

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Here’s what that looks like at Help Scout. Those folks are out there, but they are in high demand and always looking to grow.

Customer Service 40

Customer Service Culture Consulting Social Media 40

Help Scout

JUNE 18, 2019

It’s been ten months since we last reported on the state of Diversity and Inclusion at Help Scout, and we’re excited to provide an update on where we stand as of April 2019. Related: Diversity and Inclusion at Help Scout: 2017 ; Diversity and Inclusion at Help Scout: 2018. What we’ve been working on. The demographic survey.

Policies 40

Policies Survey Culture Groups 40

Help Scout

FEBRUARY 5, 2019

Connect your Help Scout mailbox and Qualitista will pull in your team’s most recent conversations for review. By integrating Clockify with Help Scout, the Clockify timer will be shown on your conversations so you can track time with just one click. What’s New. Introducing Modes and a Beacon design update. New feature: Modes.

Self Service 40

Self Service Guidelines Report Feedback 40

Help Scout

FEBRUARY 26, 2019

Over the past seven years, Help Scout has grown and evolved through different fonts, logos, illustration styles, and color palettes — everything that comes together to create the foundation for a company’s visual brand. You may have noticed that Help Scout has been trying on some new clothes lately. Why it was time for a change.

Brands 40

Brands Exercises Comparison Guidelines 40

Customer Guru

MAY 16, 2018

Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable. It is only after you understand their point of view that you know your strengths and weaknesses.

Feedback 99

Feedback Industry Social Media Customer Satisfaction 99

Interactions

JANUARY 27, 2022

For me, this was getting a document notarized to be a leader for my daughter’s girl scout troop. In this day and age, I rarely need to physically go somewhere to take care of a task. Technology has afforded busy people like myself the ability to multitask and get things done during a short work break or after normal business hours.

Self Service 77

Self Service Banking Social Media Wait Times 77

Ecrion

MAY 28, 2020

Other critical roles of HR are talent scouting and talent forecasting. Besides upping efficiency, AI in HR can also be used to more effectively talent scout, while reducing human biases. To retain their competitive edge, it is essential that organizations look into how integrating AI functions could streamline their operations.

Chatbots 79

Chatbots Customer Journeys Communication Consumers 79

Help Scout

SEPTEMBER 11, 2018

If only you could connect your Help Scout account to Smooch and a Zapier Webhook at the same time, right? Last month we spent a lot of time digging into Group Conversations, or conversations in Help Scout that have several people involved. In some cases, Help Scout wasn’t always handling the recipients properly. Upcoming Events.

Groups 40

Groups Customer Satisfaction Report Connections 40

Steve DiGioia

APRIL 4, 2022

RELATED POST: 33 Ways the Boy Scouts Can Improve Your Customer Service. Never hesitated to speak with them, never cowered in fear, and never pushed them off to a coworker. I looked forward to the opportunity to “make things right”. When the sh*t hit the fan, I always knew what to do. How can that be? Of course not. Am I just plain stupid?

Hospitality 55

Hospitality Hotels Course Customer Service 55

Kayako

SEPTEMBER 28, 2018

In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers. Customers and support professionals alike have taken notice. The Features You Really Need.

Software 169

Software Ecommerce How To Social Media 169

Help Scout

JUNE 5, 2019

A huge thank you from the Help Scout team to all of you long time customers! Getting started with Help Scout New to Help Scout? Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Use private Docs sites in Beacon. Mailbox API 1.0

Self Service 40

Self Service Knowledge Base Report Software 40