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   Meeting customers where they are
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   Inside: Tips for rolling out multichannel support, learn about AI Answers from Help Scout users, and thoughts on using AI in your own work.
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                      Hey everyone. Lots of good stuff to share today, including a guide to multichannel support, a chance to hear from real customer service pros using AI Answers, and a philosophical question on using AI in our work.
                     </p>
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                      Let’s get to it!
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color: #304DDB !important; 
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- Font weight is forced to be 500 for italicized text due to a conflict with Hubspot's GUI
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                          Fresh content: How to roll out multichannel support
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Standard ITW text styles:
font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif;
font-style: normal; 
font-weight: normal;
color: #405261;
line-height: 1.6;
font-size: 16px;
Standard HS Link styles
color: #304DDB !important; 
text-decoration: none !important; 
font-weight: 400 !important;
:hover, :active, :focus {color: #263AAD !important;}
- Font weight is forced to be 500 for italicized text due to a conflict with Hubspot's GUI
- Spacing between headers is 30px top and bottom.
- We tried elminating some of the spacing around the headers for the :first-of-type but ran into
a visual regression in dark mode.
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                      Back when I was growing up in the ’80s and ’90s, there wasn’t much debate over which support channels a business offered. It was in person or over the phone and companies staffed accordingly.
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                      In 2026, things are different.
                     </p>
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                      These days customer support is handled over a mix of channels, including email, live chat, social, SMS, and yes, the phone. Every customer has their own preferences, and every business needs to weigh the pros and cons for which channels to offer and when.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      If you’ve been on the fence about spinning up a new service channel or you're just wondering where to start, this piece is for you.
                     </p>
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                           Pick your channels
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                      Product spotlight: AI Answers in the wild
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                      Chatbots sound great on paper — magical robots that work 24/7 and give customers instant answers.
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                      But do they really work? Especially for businesses with complex needs?
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                      Over the next couple of weeks, customer education lead Alison Groves will sit down live with some of our customers to explore how they’re using AI Answers and what kind of results they’re seeing in the real world.
                     </p>
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                      Join us on:
                     </p>
                     <ul style="line-height:175%">
                      <li style="margin-bottom:20px !important; padding-left:10px">
                       <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                        <a data-hs-link-id="1" data-hs-link-id-v2="UonheHWC" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         Wednesday, January 28 at 11 a.m. EST
                        </a>
                        – Neal Travis, Head of CX at the Academy to Innovate HR (AIHR), will share how AIHR adopted and scaled AI Answers to reach an 85% resolution rate without compromising customer experience.
                       </p>
                      </li>
                      <li style="margin-bottom:20px !important; padding-left:10px">
                       <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                        <a data-hs-link-id="0" data-hs-link-id-v2="JLkXeCGi" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         Wednesday, February 4 at 3 p.m. EST
                        </a>
                        – Sara Sitzer, Head of Operations at Devpost, will discuss the results they’re seeing using AI Answers across multiple Docs sites and Beacons.
                       </p>
                      </li>
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                      Alison, Neal, and Sara will also take audience questions — so bring yours!
                     </p>
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Hubspot If/ElseIf statements are used to conditionally render two different layouts
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                      Wildcard: When is using AI the right call?
                     </h2>
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                    <!-- Featured Image -->
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Standard ITW text styles:
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line-height: 1.6;
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Standard HS Link styles
color: #304DDB !important; 
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- Font weight is forced to be 500 for italicized text due to a conflict with Hubspot's GUI
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- We tried elminating some of the spacing around the headers for the :first-of-type but ran into
a visual regression in dark mode.
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        ">
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                   <td class="hs-richtext-wrapper" style="word-break:break-word; width:100%; padding:0px 35px 12px 35px; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6 !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important" width="100%">
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                      Speaking of AI, I’ve been thinking a lot about when and where it belongs in my workflow. I imagine a lot of us have over the last few years.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Some of my teammates have written on this topic, so I thought I’d share those pieces this week in case it’s something that has been on your mind too.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      <a data-hs-link-id="0" data-hs-link-id-v2="VT5BW3cF" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       The first
                      </a>
                      is from Chrissy Chavez. It reflects on her experience as a member of our support team when
                      <a data-hs-link-id="0" data-hs-link-id-v2="fQWxd0gC" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       AI Drafts
                      </a>
                      was first introduced at Help Scout.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      <a data-hs-link-id="0" data-hs-link-id-v2="u4eNx8L/" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       The second
                      </a>
                      is by our principal designer, Buzz Usborne. He reminds us that the secret to success is knowing where to put your effort.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      —
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      How do you decide when and where to use AI? I’d love to hear your take, so hit the reply button and let me know!
                     </p>
                    </div>
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                  </tr>
                 </tbody>
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                        Alexa Ahrens
                        <br/>
                        <span style="color: #405261; font-size: 15px; font-style: italic; font-weight: 400;">
                         Content Strategist, Help Scout
                        </span>
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