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@uifeed.com
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   When the stakes get higher
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   Dig into a fresh CX guide for high-stakes industries, our first big release of 2026, and musings on Wikipedia ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏                                                                                                                                                                                                   
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                      Welcome to the final week of February! This time around, we’re taking a closer look at:
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                        Customer service in the high-stakes world of finance
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                        A fresh batch of major Help Scout updates
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                       <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">
                        Wikipedia’s wake-up call on the technological shifts currently rocking online content
                       </p>
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                      Ready? Let’s begin.
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                          Fresh content: Delivering great customer service in banking &amp; finance
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                     <img alt="Delivering great customer service in banking and finance" height="auto" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252Fhttps___images.ctfassets.net_p15sglj92v6o_4tkM7ToiYRBipPEvFeH6uv_3fd075d08494502a71117d3917ae256c_What_Is_Customer_Acquisition_Cost__CAC__Explained.png%253Fwidth%253D1200%2526height%253D676%2526upscale%253Dtrue%2526name%253Dhttps___images.ctfassets.net_p15sglj92v6o_4tkM7ToiYRBipPEvFeH6uv_3fd075d08494502a71117d3917ae256c_What_Is_Customer_Acquisition_Cost__CAC__Explained.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3NzE4NzMyNDYuMzYzMDIzOH0:1vubAk:FXpD96-91M9XTj7aKUbMS6NH1V7_Zw7YOqufak4CGY8" style="outline:none; text-decoration:none; border:none; width:100%; height:auto; display:block" width="600"/>
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Standard ITW text styles:
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                      No matter your industry, high-stakes customer service interactions come with the territory. But when you throw in large sums of money, dense regulations, and complex products, the tension can quickly get even higher. There’s a lot on the line when you’re chatting with a customer who is trusting your company with their life savings.
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                      That’s why we put together a complete guide to customer support in finance and banking. From the industry’s unique challenges to specific tips you can use to tackle them, it gives teams a blueprint for staying on top of their game in an ever-changing environment.
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Hubspot If/ElseIf statements are used to conditionally render two different layouts
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                           Let's hope our banks read this
                          </font>
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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;
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color: #304DDB !important; 
text-decoration: none !important; 
font-weight: 400 !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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                    <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_17458464363058_" style="color: inherit; font-size: inherit; line-height: inherit;">
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                      Product update: As Conversations Multiply
                     </h2>
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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
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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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<table role="presentation" border="0" cellpadding="0" cellspacing="0" style="width:620px; border-collapse: collapse;" align="center"><tr><td>
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                      As your team takes on more conversations, support naturally tends to get more hectic. But it doesn’t have to stay that way. This collection of updates is all about improving how decisions happen inside Help Scout, so your team can move faster and stay in control.
                     </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">
                      From adding new channels like WhatsApp, to smarter routing that gets conversations to the right people automatically, to tools that help safeguard your customer data, these updates are all about strengthening the system behind your support team.
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                      We put together a video that gives you all the highlights in under 90 seconds, so your team can take full advantage of all that’s new. Take a look!
                     </p>
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                 </tbody>
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            <!--Help Scout - CTA Buttons -->
            <!-- Notes: -->
            <!-- 
Hubspot If/ElseIf statements are used to conditionally render two different layouts
for the buttons and two different alignments.
- Button padding is padding: 17px 30px;
- There is 36px of spacing between the buttons when both are visible.
- In Outlook if there are two buttons they stack.
- Uses a "bulletproof" button design from https://buttons.cm/ as a fallback for Outlook 
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                      Wildcard: Wikipedia’s wake-up call
                     </h2>
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                      In January, I came across a headline that caught my eye immediately:
                      <a data-hs-link-id="1" data-hs-link-id-v2="HV4hNPNy" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       Wikipedia at 25: A Wake-Up Call
                      </a>
                      . Somehow, the subtitle felt even more ominous: “The internet is booming. We are not.”
                     </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">
                      Anyone who works in online content knows that consumption is fundamentally shifting right now. As usage of LLMs like ChatGPT increases, website traffic often decreases. With that, we all have to adapt if we want to get information in front of audiences, whether you’re educating customers or editing a Wikipedia entry on the migration patterns of bowhead whales.
                     </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">
                      For those reasons alone, it’s worth a read. But there was a particular quote about the website’s declining page views that resonated with me for an entirely different reason:
                     </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; padding-left:40px">
                      <em>
                       “Page views are how editors know their work matters. The feedback loop that sustained volunteer motivation for 25 years is simple: I write, people read, I can see the impact. Break that loop and you break the engine.”
                      </em>
                     </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’s the feedback loop that tells you your work matters? It’s a question that’s worth asking regularly, both on the individual and team level. When you’re in tune with that loop, you stay motivated and understand how to elevate your work. Break that loop and, well, you might end up lying awake at night asking yourself existential questions like Wikipedia.
                     </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">
                      So what does your loop look like? I’d love to know. Hit reply if you’re open to sharing.
                      <br/>
                      <br/>
                      Sidenote before we wrap up: It never ceases to amaze me that Wikipedia somehow went from being a
                      <a data-hs-link-id="0" data-hs-link-id-v2="eTJkmMms" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       punchline for internet reliability on
                       <em>
                        The Office
                       </em>
                      </a>
                      to a load-bearing pillar of humanity’s collective knowledge. What a world.
                     </p>
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                           Read Wikipedia's wake-up call
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                      Let’s all get out there and learn something new this week.
                     </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">
                      Until next time!
                     </p>
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        ">
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               ">
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                        <!-- Signature image 1 75px x 75px -->
                        <img alt="Will Hoekenga" height="75" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FWill.png%253Fwidth%253D280%2526height%253D280%2526upscale%253Dtrue%2526name%253DWill.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3NzE4NzMyNDYuMzYzNjg3OH0:1vubAk:jbIE8XXEebG_dH56vZvcPdsR5se69X_SA8AZPvCvpyM" style="outline:none; text-decoration:none; height:75px; width:auto" width="auto"/>
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                        Will Hoekenga
                        <br/>
                        <span style="color: #405261; font-size: 15px; font-style: italic; font-weight: 400;">
                         Sr. Copywriter, Help Scout
                        </span>
                       </td>
                      </tr>
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                 </tbody>
                </table>
               </td>
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</td></tr></table>
<![endif]-->
            <style type="text/css">
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      .hs-signature-script-wrapper {padding: 0px 50px 30px 50px !important;}
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           </div>
           <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" data-hs-cos-general-type="widget" data-hs-cos-type="module" id="hs_cos_wrapper_module_17481010376291" style="color: inherit; font-size: inherit; line-height: inherit;">
            <!--Help Scout - 30px Spacer Module -->
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<table role="presentation" border="0" cellpadding="0" cellspacing="0" style="width:620px; border-collapse: collapse;" align="center"><tr><td>
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            <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; max-width: 600px; border-collapse: collapse;
  
  
  
  ">
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                <div class="spacer" style="line-height:30px; height:30px; mso-line-height-rule: exactly; width: 100%;">
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</td></tr></table>
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            <!--Help Scout - Footer Module -->
            <!-- Notes: -->
            <!-- 
Multiple tables are used to control the responsive layout. With custom media queries for
some limited changes in dark mode where it is supported.
See https://css-tricks.com/ideas-behind-responsive-emails/ 
-->
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                 <tbody>
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                    <!-- In The Works Logo, 162px x 43px not in its own table as not responsive -->
                    <a data-hs-link-id="0" data-hs-link-id-v2="/ZepYRJ0" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                  <tr>
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                    <!-- Two tables here to manage the address area and social media graphics -->
                    <!-- Table one has the address, unsubscribe and view as webpage links -->
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                        68 Harrison Ave Ste 605
                        <br/>
                        PMB 78505  •  Boston, MA 02111
                        <br/>
                        <a data-hs-link-id="0" data-hs-link-id-v2="GsqYZbTs" data-viewaswebpage="true" style="color:#314351 !important; text-decoration:underline !important" target="_blank">
                         view in your web browser
                        </a>
                        |
                        <a data-hs-link-id="0" data-hs-link-id-v2="qjPJqCop" data-unsubscribe="true" style="color:#314351 !important; text-decoration:underline !important" target="_blank">
                         unsubscribe
                        </a>
                       </td>
                      </tr>
                     </tbody>
                    </table>
                    <!-- Table two has the Social Media Logos -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="min-width: 131px; width: 23.8%; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
                        <!-- Twitter logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="x+Gd4KBL" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                        </a>
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                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
                        <!-- Facebook logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="joAnq744" style="color:#304ddb; text-decoration:none !important" target="_blank">
                         <img alt="Facebook-sq" height="20" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FFacebook-sq.png%253Fwidth%253D160%2526height%253D160%2526upscale%253Dtrue%2526name%253DFacebook-sq.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3NzE4NzMyNDYuMzY0MDQ0NH0:1vubAk:9mmP5ZKkySGng2s6A0vP5zq1F2H0dfwGpcMVvTSn0Og" style="outline:none; text-decoration:none; border:none; height:20px; width:auto" width="auto"/>
                        </a>
                       </td>
                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
                        <!-- Linked In logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="d/TgnBbs" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                   <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; padding-top:20px" width="100%">
                    <!-- Three tables to manage the Scribble image, Made by... and the copyright text -->
                    <!-- Table one has the scribble image (Commented out for Evolution Project)
        <table role="presentation" border="0" cellpadding="0" cellspacing="0" align="left" style="margin-top: 4px; width: 10%; min-width: 60px; border-collapse: collapse;">
          <tr>
            <td>
                
                
                
                 
                <img src="https://fs.hubspotusercontent00.net/hubfs/2760806/hs-scribble.png" alt="hs-scribble" loading="lazy" width="222" height="61" style="height: 15px; width: auto;">
              
            </td>
          </tr>
        </table>
        -->
                    <!-- Table two has the Created by text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 67.3%; min-width: 310px; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-footer-madeby" style="word-break:break-word; padding-bottom:10px; color:#405261; font-weight:600; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
                        <span style="font-weight: 400;">
                         The only
                        </span>
                        people-first
                        <span style="font-weight: 400;">
                         customer support platform.
                        </span>
                       </td>
                      </tr>
                     </tbody>
                    </table>
                    <!-- Table three has the copyright text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" class="hs-footer-copyright-table" role="presentation" style="min-width: 120px; width: 32%; border-collapse: collapse;">
                     <tbody>
                      <tr>
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                        © 2026 Help Scout
                       </td>
                      </tr>
                     </tbody>
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  /* data-ogsc tag targets Outlook email clients */    
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7 hours ago - editorial@helpscout.com
This week: the stakes get higher
Dig into a fresh CX guide for high-stakes industries, our first big release of 2026, and musings ...
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