Here are 6 reasons why you should create a knowledge base for your customers:

🕰️ It enables 24/7 support
🔍 People prefer self-service
📉 It reduces support volume
🛍️ It can help you acquire new customers
🍎 Help content supports different learning styles
💡 A knowledge base can generate useful insights

“Talk to an agent!” — has AI changed everything, or are we just repeating an old pattern with new tech?

Sarah Hatter is on episode 8 of The Supportive Podcast: www.helpscout.com/resources/su...

Many people benefit from our live classes:

🔍 Folks on the hunt for new software
👩‍💻 New support pros onboarding with our customers
📚 Current customers that just want to dig in deeper

Learn how we got our product education program started and get tips for starting your own from Alison Groves ↓

Learn from Help Scout Sr. Engineer, Borys Zibrov, how we use both human expertise and testing and evaluation tools to provide great AI experiences.

Does your company have a system for evaluating its AI? Let us know about it in the comments!

www.helpscout.com/blog/rate-yo...

Our accents can make it harder for people from other places to understand us. But is using software to modify people’s voices the right solution?

The CEO of the world’s largest call center thinks so. Help Scout’s Mat Patterson is not so sure. What do you think? www.helpscout.com/blog/ai-acce...

What's the key to boosting revenue?

We think it's doubling down on customer experience and our CRO, Andrea Kayal, agrees.

www.helpscout.com/blog/the-imp...

If you:

- want to avoid making catastrophic customer service mistakes

OR

- get some joy from knowing other people made them, not you….

Episode 4 of The Supportive Podcast is for you!

www.helpscout.com/resources/su...

“I love reading your weekly emails and always share your golden nuggets with the team.”

— Nickolaus loves The Supportive Weekly, our email newsletter for cusomer-centric people.

Why not share our golden nuggets with your team! 😉
www.helpscout.com/newsletter/s...

What does a software engineering role have in common with being a pharmacist?

More than you would think!

Learn how Kristi Ernst Thompson went from teacher to tech support pro and get tips for how you can make the leap 👇

www.helpscout.com/blog/leverag...

We have a podcast!

If you’re a leader who needs to make time to lead (or a lover of yacht rock) we recommend starting with ep 5.

Spotify: open.spotify.com/show/61pw99z...
Apple Podcasts: podcasts.apple.com/us/podcast/t...
Overcast: overcast.fm/itunes174328...
RSS: fast.wistia.com/channels/7la...

Interested in the technical side of Help Scout? 👨🏻‍💻

In this post by Senior Backend Engineer, Diogo Souza explains how we use per-module connection pools to help optimize multi-module Spring MVC application performance, minimize bottlenecks, and boost scalability.

www.helpscout.com/blog/per-mod...

What’s the first rule of customer support? Don’t make a podcast about customer support. We’ve failed already….

www.helpscout.com/resources/su...

Customer service is more than just answering your customers’ emails, chats, and phone calls. It also:

-- Is a career that requires skill.
-- Is a way to empower your customers.
-- Provides space for human connection.
-- Is a reflection of your company’s values.

www.helpscout.com/blog/what-is...

Here are just a few smart #customersupport and #cx people to follow:

* @conorpendergrast.bsky.social
* @mercenator.bsky.social
* @billquiseng.bsky.social
* @djszumylo.bsky.social

Advice for those new to support in this episode:

(08:36) Mastering data search skills
(10:52) Smart ways to ask for help
(15:41) How resolving issues boosts customer trust
(18:25) Finding support in customer service
(19:44) Always be learning

www.helpscout.com/resources/su...

3 lessons from this episode of The Supportive:

1. You've got everything you need to get it done.
2. The job isn't to know everything immediately, but to *find* the answers.
3. Use context clues and ask clarifying questions to get to the heart of the issue.

www.helpscout.com/resources/su...

We’ve long believed at @helpscout.bsky.social that DEI is critical to the success of our business — we need a team comprised of people from all kinds of experiences to make our products better and represent our customer base. This 𝘴𝘩𝘰𝘶𝘭𝘥𝘯'𝘵 be considered radical.

www.helpscout.com/blog/committ...

A recorded support team orientation Help Scout has obtained from the mildly-distant future of 2028 shows where AI and service meet and why human support agents are still needed.

#CustomerService #AI

helpscout.com/resources/su...

Ever been so bad at customer service that your customer’s complaint letter ended up in a museum? Ea-Nasir has. www.youtube.com/watch?v=M8tB...