Help Scout

APRIL 16, 2019

In recent years, customer preferences for online service have only grown, with chat being the preferred channel of millennials. Clarifying and writing down procedures for common inquiries helps you make them repeatable, allows you to identify opportunities for variance or error, and gives everyone a common framework to reference.

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Document Customer Expectations Interaction Customer Service 40

Help Scout

DECEMBER 26, 2018

It was such a good speech we talked her into writing it up for our blog audience. In this piece, Help Scout’s Lead Recruiter, Leah Knobler, shares how she approaches recruiting with empathy — the secret sauce to consistently hiring skilled people who add value. How to Hire for Chat and Email Writing Skills.

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2018 Sales 2019 Interaction 40

Help Scout

DECEMBER 18, 2018

The problem with following best practices, however — as Jay Acunzo writes in his excellent new book, Break the Wheel — is that “Just because something is the most common approach doesn’t mean it’s the best approach for us.” We also wanted potential customers to know we were developing a chat product. Chat on the marketing site.

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2018 Webinar Blog Communication 40