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 Customer Centricity Chief Customer Officer 139

Help Scout

AUGUST 3, 2021

Some tools may be available as standalone products, while others, like Help Scout’s Docs , are part of a more comprehensive platform which includes other support tools like a shared inbox and live chat. Key features of Help Scout’s FAQ software. . With FAQ software, you’re able to create a resource that empowers them to do just that.

Document 98

Document Article Reference Customer Experience 98

SurveySparrow

JUNE 15, 2023

Top GoMedallia Alternatives for 2023 SurveySparrow ZohoDesk Wufoo HubSpot SproutSocial SurveyLab Help Scout 1. Customers crave genuine appreciation, utmost respect, and the feeling of being truly valued. Their ticketing tool feature lets you close the feedback loop for your surveys. Plus, a free trial for testing the product.

2023 52

2023 Customer Experience Hospitality Social Media 52

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.

Multi-Channel 115

Multi-Channel Document Customers Social Media 115

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.”

Article 107

Article Roadmap Document Demo 107

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part of SXSW , but each year it comes down to people. SXSW 2015 was no exception. I hope you enjoy it!

Technology 265

Technology Customer Experience Social Media 2015 265

Kustomer

FEBRUARY 29, 2024

Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. One of Gorgias’s greatest assets is its robust integration with the e-commerce platform Shopify. Lastly, Gorgias charges based on ticket volume rather than by license.

E Commerce 52

E Commerce 2024 E-support Feedback 52

Kustomer

FEBRUARY 11, 2024

Zendesk is, without any doubt, a powerhouse customer service platform. This cloud-based CX software is used by over 100,000 companies — with Siemens, Uber and Shell as some of its most prominent clients. So, if you’ve been considering Zendesk, be sure to understand all of the pros and cons before you make the plunge. ? Want to fast forward?

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

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.

Social Media 98

Social Media Customer Relationships Connections Management 98

SurveySparrow

OCTOBER 18, 2022

Help Scout. Zoho Desk is a popular customer service software, but it’s not the only one out there! In this blog post, we will explore 10 Zoho Desk alternatives that have similar or better features. . These alternatives are: . SurveySparrow. Zendesk Support Suite. Salesforce Service Cloud. Hubspot Service Hub. ProProfs Help Desk.

Customer Service 52

Customer Service Multi-Channel Social Media Omnichannel 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.

Culture 134

Culture Presentation Competitive Advantage Communication 134

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%

Article 143

Article 2021 Customer Service 2026 143

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

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 Workshop Chief Customer Officer Metrics 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?

Average Handle Time 115

Average Handle Time Metrics Connections Management 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.

Social Media 65

Social Media 2014 Customers Management 65

Steve DiGioia

MAY 27, 2019

That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service. ” 17.

Customer Service 73

Customer Service Customers 73

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 Customer Service NPS Feedback 118

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 Document Culture Consulting 40

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.

Definition 109

Definition Books Blog Customer Service 109

SurveySparrow

APRIL 22, 2020

Help Scout. Digitization has made the world a much better and convenient place to thrive in. Everything takes place at the drop of a hat and the customers expect the same with services; to be quick, easy and convenient. Customer service and experience are the cornerstones of any business. What is a Help Desk Software? But fret not.

2020 52

2020 Multi-Channel Omnichannel Document 52

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.

Customer Journey Mapping 79

Customer Journey Mapping Consumers Communication 2022 79

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.

Document 45

Document Customers Events Feedback 45

ShepHyken

DECEMBER 13, 2016

Shep Hyken speaks with Customer Evangelist of Help Scout, Mat Patterson , about the difficulties of maintaining great customer service while your company grows. After building a successful team there, he then moved into the Customer Evangelist role at Help Scout , crafters of exceptional helpdesk and customer service tools.

Customer Service 91

Customer Service Marketing Customers 91

Kustomer

FEBRUARY 19, 2024

Freshdesk Overview Freshdesk , a flagship product of Freshworks Inc., is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It does this by providing an integrated environment where support teams can efficiently handle customer inquiries, problems, and service requests.

Social Media 52

Social Media Multi-Channel Omnichannel E-support 52

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.

Banking 77

Banking Document Social Media Interaction 77

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.

Management 118

Management Metrics Customer Service Document 118

ShepHyken

JULY 22, 2016

This will draw from insights by Michael Maoz , a research vice president at Gartner Research, Shep Hyken, author and editor of this blog, and Help Scout. It is no doubt that excellent customer support is crucial to success. Shep Hyken. Not a word about Pokémon Go hysteria from this point on. Customer support is just like this.

Customer Journey Mapping 72

Customer Journey Mapping Blog Customer Journey Feedback 72

TechSee

JANUARY 2, 2019

This year’s event is jam-packed with exciting sessions and innovations, but to help you identify the ones you don’t want to miss, we have scouted the hottest Smart Home events on the CES schedule, as well as the most promising CES Smart Home startups from the 4,500 exhibitors coming to the show from 155 countries. Monday, January 7.

2019 174

2019 Innovation Entertainment Events 174

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?

Books 148

Books Connections Leadership Consulting 148

ShepHyken

OCTOBER 31, 2016

Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

2016 124

2016 Article Customer Service Hotels 124

Help Scout

DECEMBER 5, 2018

Calculating the return on investment (ROI) of a new tool can be tricky. What impact will it actually have on bringing in revenue? Will it truly decrease the cost of doing business? This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise.

ROI 40

ROI Return on Investment Customers Poor Customer Service 40

Beyond Philosophy

OCTOBER 26, 2016

Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch? When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. People who go to a shopping mall expect to shop.

Retail 167

Retail Books 2016 Consulting 167

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 Social Media Customer Satisfaction Customers 99

Help Scout

AUGUST 1, 2018

When we founded Help Scout more than seven years ago, we did so not because there was a lack of good customer service products in the market — there were several — but because there wasn’t one that mirrored our values. It all came full circle when Timbuk2 became a Help Scout customer a few years ago.

Marketing 40

Marketing 2011 Sports Fashion 40

ShepHyken

AUGUST 29, 2017

Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. Make it about the customer.

Customer Centricity 37

Customer Centricity Advertising Loyalty Customer Service 37