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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 on Wikipedia ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏

Feb 23

yourfriends@helpscout.com

Making the black box transparent in support - Black boxes aren't Very recently in this newsletter, I talked about misleading names of countries and software features, and today I have a new one for you. The aircraft black box. It’s not physicall

Feb 19

editorial@helpscout.com

On taking care of caretakers, AI transparency, and hobbies ✨ - So much content, so little time. Dive in for all the updates! ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏

Feb 16

yourfriends@helpscout.com

Neil Armstrong wouldn't drive into a lake - On trusting our tools and training our teams ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏

Feb 12

editorial@helpscout.com

Six more weeks of winter 🥶 - Plus: Proactive support tips and a feature that makes it easier to follow up with customers ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏

Feb 09

yourfriends@helpscout.com

He wasn't called Erik the platinum blonde - and other details of naming and support Greenland isn't Greenland has been in the news of late, for reasons somehow both very stupid and deeply worrying. This is not about that, but feel free to skip

Feb 05

editorial@helpscout.com

What empathy in support actually looks like - This week: the actions (and phrases) that show empathy, unifying phone + email support, and service lessons from the beer world Hey friends — this week we’re getting practical about expressing empath

Feb 02

yourfriends@helpscout.com

I just want an ice cream! - Important lime lessons from Bluey Oh Biscuits! Bluey might be Australia's biggest entertainment export since Steve Irwin crikey'd his way into American hearts and minds, and if you have to watch a ki

Jan 29

editorial@helpscout.com

Meeting customers where they are - Inside: Tips for rolling out multichannel support, learn about AI Answers from Help Scout users, and thoughts on using AI in your own work. Hey everyone. Lots of good stuff to share today, including

Jan 26

yourfriends@helpscout.com

What does "Serve the People" mean? Oscar McMahon explains. - It's not just a slogan for bar staff Just making beer I was always intrigued by this sign outside my local bottleo (AKA liquor store or offie, depending on where you live). “Serve the People” Surely

Jan 22

yourfriends@helpscout.com

No two minutes are alike, despite what your metrics say - Featuring two very ugly graphs Time flies like an arrow Technically, we’re all time travelers; the boring kind that move forward one second per second. But that’s not really how we experience time, i

12.18.2025

editorial@helpscout.com

What customers want from self-service - A self-service guide to bookmark for 2026 planning, 11 Help Scout updates, and a candid look at chatbot performance Hey friends, this week we’re keeping you up to date on self-service trends, roundin

12.15.2025

yourfriends@helpscout.com

YNAB doesn't need a budget, they have a plan - A new podcast episode, plus the value of having an opinion as a company Teaching is selling is supporting Some products are a manifestation of a company's underlying beliefs, rather than the result o

12.11.2025

editorial@helpscout.com

Is agile right for support? It’s complicated. - Join us for a balanced look at a much-hyped framework, book recommendations, and a 1:1 call to help you finish 2025 strong. This week, we're all about finishing 2025 strong. From stress-testing proje

12.08.2025

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