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   The 2 career paths support pros should know
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  <div id="preview_text" lang="en" style="display:none;font-size:1px;color:#ffffff;line-height:1px;max-height:0px;max-width:0px;opacity:0;overflow:hidden;">
   Hear straight from Toby Gabriner, Help Scout's new CEO, about what's inspired him so far and what he's focused on building next. ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­
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                       Hello friends — this week we're bringing you a special edition of the Help Scout newsletter! It’s been just over three months since Toby Gabriner joined Help Scout as our
                      </em>
                      <a data-hs-link-id="0" data-hs-link-id-v2="GaYcTAO0" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                        new CEO
                       </em>
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                       . Today, he's sharing a few reflections from his first 90 days on the job.
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                          Great customer service still surprises us. It shouldn't.
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                    <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_rich_text" data-hs-cos-field="richtext_field" data-hs-cos-general-type="widget" data-hs-cos-type="inline_rich_text" id="hs_cos_wrapper_module_17458464279247_" style="color: inherit; font-size: inherit; line-height: inherit;">
                     <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">
                      Think about the last time a company genuinely impressed you with its service. Odds are you remember it, because it's rare enough to stand out. That's a strange thing to be true, and it's the opportunity I've been most excited about in my first 90 days 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">
                      We all interact with more companies than ever, yet great service still lands as a pleasant surprise rather than the baseline. And when it does happen, it pays off: research from Salesforce found that 88% of customers are more likely to buy again after one great service experience, and three in four say they'll spend more with a company that consistently delivers great service.
                     </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">
                      The math on retention has been clear for decades, but too many companies still treat support as a cost to contain rather than a reason customers stay.
                     </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">
                      Even when it can feel like service is degrading across the board, customer expectations are climbing, and AI is a big reason why. We expect faster answers, instant resolutions, and for the context of our support requests to carry across channels so we never have to repeat ourselves.
                     </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">
                      The bar keeps rising, but the tools that were supposed to close the gap have sometimes widened it. Chatbots that resolve tickets quickly but leave people feeling unheard end up eroding loyalty instead of earning it. The companies pulling ahead aren't replacing people with automation. They're turning support data into valuable business intelligence, and as a result, making every customer interaction feel
                      <em>
                       more
                      </em>
                      human.
                     </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">
                      That's the opportunity we are deeply focused on right now at Help Scout. As we enter the next chapter of exceptional service, we believe the best teams will turn customer conversations and support trends into data that leads to better outcomes for customers and for their businesses.
                     </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">
                      What has inspired me most in these first months, though, isn't about business intelligence. It's about the people — and how much the team here cares about our customers’ experience using 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">
                      I recently met with each of our engineering managers individually, and every one of them, unprompted, made a point of telling me the same thing: that what matters most to them is building products our customers love, that make a real difference to their businesses. That level of care cannot be manufactured. It's the strongest signal I could ask for that we are focused on the right things.
                     </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">
                      We have a lot of work ahead of us, but that's the opportunity I came here for: to help thousands of companies make great service the standard their customers can count on, not the exception they happen to remember.
                     </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 had a memorable customer service experience recently, or share in my excitement about the opportunity ahead in customer service — I’d love to hear from you!
                     </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">
                      Onward,
                     </p>
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                        <!-- Signature image 1 75px x 75px -->
                        <img alt="toby-circle" height="75" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252Ftoby-circle.png%253Fwidth%253D556%2526height%253D556%2526upscale%253Dtrue%2526name%253Dtoby-circle.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3ODQ1NzY3NTYuMTIxNDEyOH0:1wltw4:46SaFYX9cLJr3dMTWEtxfpxK-ZlmbzEYKk36wahWUJU" style="outline:none; text-decoration:none; height:75px; width:auto" width="auto"/>
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                        Toby Gabriner
                        <br/>
                        <span style="color: #405261; font-size: 15px; font-style: italic; font-weight: 400;">
                         CEO, Help Scout
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