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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

yourfriends@helpscout.com

My only school detention, 2022 trends and some reading lists - What's new in 2022 for customer service professionals? A WHOLE LOT. View in browser The only time I got detention I snuck away early from assembly so as to be first into the school library. Ms. Brown

Jan 06

yourfriends@helpscout.com

What’s new at Help Scout? Take 30 days free to explore. - Take an extended 30 day trial to explore new features and discover how Help Scout earned more customer love than ever before. Hi Sarah, Are you looking for a better, easier way to manage your custome

Dec 17

yourfriends@helpscout.com

Harry Potter and The Psychology of Pricing - Accio credit card There’s a magic phrase that opens wallets and extracts money from half a world away: “Free Shipping.” Obviously, it is actually a sleight-of-hand misdirection hiding the true shippi

Dec 16

yourfriends@helpscout.com

The worlds oldest complaint letter (and a brand new apology) - Travel back millenia to ancient Mesopotamia to discover the first recorded letter of complaint. View in browser Hey, wait, I got a new complaint Yes, I realise we’re supposed to consider every compla

Dec 02

yourfriends@helpscout.com

Planning your 2021 support needs? - A free buyers guide to customer support tools to help you make the best choice for your team. Hi Sarah, It’s that time of the year again when we have to start having uncomfortable conversations about

Nov 30

mat@helpscout.com

Build your own toolbox - mine starts with Alfred - Choosing the right set of tools can make your life easier and your work better. Here's how. Build your own toolkit When a tradie1 turns up at my house with a ute full of tools, well-used but clearly

Nov 19

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