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Making googly eyes at the AI prize - Anthropomorphism is not always our friend in support. It's like talking to a brick wall “It has well been said that if triangles made a god, they would give him three sides” — Charles de Montesquieu

Jul 03

editorial@helpscout.com

All about performance: Manage it, report on it, supercharge it - A weekly roundup with an article on performance management, a class on reporting for better support, and resources for learning about AI. We've got a stacked lineup today! Take a closer look at how w

Jun 30

yourfriends@helpscout.com

Buzz talks to customers in the queue...your designers should too - Seeing is believing, and listening is designing Double rainbow!! What does this mean? Design is an expression of the designer's understanding of a problem. A deeper understanding creates a better out

Jun 26

editorial@helpscout.com

On listening to customers, working smarter, and boosting morale - A weekly roundup from Help Scout with one new article, a video with quick product tips, and ideas for boosting morale on remote teams. Today's roundup features one of my favorite recent blog articles

Jun 24

yourfriends@helpscout.com

We're number two in building customer confidence - Maybe you call them restrooms, bathrooms, or toilets? Or WCs? Or... Romans Go (At) Home Men are constantly thinking about the Roman empire, they say, but for me it’s mostly when using a public restro

Jun 19

editorial@helpscout.com

New business model, new knowledge base tips, & new Views - This one's jam-packed! Here's your juicy dose of fresh content and feature updates, brought to you by the customer experts at Help Scout. Plenty to unpack and lots to learn in this week's roundup. We

Jun 16

yourfriends@helpscout.com

AI generated floods and your favorite customer service blogs - How will we preserve high quality content? Bingo! I gave a talk at Web Directions Summit in Sydney last week, and one of my slides was a “Web Directions Bingo” card, so attendees could check off topi

Nov 02

yourfriends@helpscout.com

How to increase your time to resolution - Salamanders are useless at support, but there are other options Time To Revelation “Time is the most valuable thing a man can spend,” said the ancient philosopher Theophrastus1. “Time is money” is ou

May 18

yourfriends@helpscout.com

Being patted down in an Zurich airport cubicle - What's obvious to you is probably not obvious to your customers. Is an iPad a laptop? Both of my Zurich Airport visits included special time in an enclosed cubicle for “extra checks.”1 But even when

May 19

yourfriends@helpscout.com

First impressions and worst impressions - Onboarding is an opportunity to build confidence and long lasting success. Here's how not to waste it. First impressions last On his way into a first interview with a major bank, my friend somehow pu

Feb 10

yourfriends@helpscout.com

The men who were too manly for shopping carts - ...and other dumb reasons to delay a useful shift in self-service. A little less customer deflection, little more direction please Self-service should serve our customer, but far too often we serve o

Feb 03

yourfriends@helpscout.com

My pyramid scheme, and why you should join it - An amazing opportunity.... Please don’t worry. I mean it is a pyramid, but not the kind where someone you went to college with 15 years ago has a sudden and urgent desire to “catch up” about your “fi

Jan 27

yourfriends@helpscout.com

New tool: Support Team Staffing Calculator - See how changes in your customer growth, conversation volume, and self-service uptake will affect your customer service hiring needs. I get hires with a little help from my friends Sarah, how many pe

Jan 20

mat@helpscout.com

CSAT is not all that, and why it still matters. - Why am I watching youtube videos of power washing? Satisfaction (I can get some) Three things I find intensely satisfying in no particular order:1 The orderly neatness of a freshly mowed lawn. Watchi

Jan 13

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