Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. Great customer service is about meeting and exceeding customer expectations.

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Help Scout

NOVEMBER 5, 2018

I decided to audit the blog, HelpU , and our other resources for ableist and other problematic language. 12 Words You Need to Ban From Your Vocabulary to Be a Better Ally. One older blog post told a story about a legally blind customer. I consulted a few resources and invited the team to contribute to the list. insane/insanity.

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Help Scout

JANUARY 14, 2019

We believe customer service professionals are the experts. No one knows how to create value better than the person who spends all day hearing from your customers and about your product. Each customer support professional knows exactly what your community wants — and what they don’t want.

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Help Scout

DECEMBER 26, 2018

Then I imagine the person I’m writing to needs to not only know this but believe it — all within the first few lines of my email. In this post, he outlines how we developed a sales process that puts customers first: “We were determined to avoid any sales experience that left customers with a bad taste in their mouth.

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Help Scout

DECEMBER 18, 2018

No one ever innovated beyond what was previously thought possible by playing the same game everyone else was playing. We wanted our customers to know we were working on a new product — one that had the potential to change their business in a positive way. We also wanted potential customers to know we were developing a chat product.

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