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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

Dec 18

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

Dec 15

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

Dec 11

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

Dec 08

yourfriends@helpscout.com

Game of Pouffs - There's more than one kind of seat at the table. There's a chair in there Growing up in suburban Sydney, my grandparents lived next door. We would pop through the gate in our shared fence for afterno

Dec 04

editorial@helpscout.com

Handling bad reviews, a special giveaway, and more! - Inside: The art of handling negative reviews, a special care package you can send to a friend in support, and a fresh batch of huzzahs Hey friends, this week we’re helping you take on the tough stuff

Dec 01

yourfriends@helpscout.com

It's The Supportive Weekly! *Side effects include thinking, concern, and mild chuckles - Please see your doctor if symptoms persist. Ask your doctor about... For all our cultural similarities, I experience some surprising differences when visiting the US. One is the American obsession wi

Nov 27

lila@thekitschen.com

We need a supplier urgently ..... - Good morning,Its a pleasure connecting with you.I’m reaching out to share a very profitable supply opportunity.If this interests you, please let me know and I’ll be happy to provide more details.Look

Nov 24

yourfriends@helpscout.com

Oh, Sarah? Yeah, they're good value mate. - On the variable value of your customer support View in browser "Yeah, no, no worries mate, he's good value" "Good value", when spoken by an Aussie about a person, means something like entertaining, e

Nov 20

editorial@helpscout.com

How we (all) talk about AI - Reframing AI in support, a quality of life update, and a live event This week we're looking at how AI is perceived (and sometimes misunderstood) in customer support. We’ll also cover a small feature

Nov 17

yourfriends@helpscout.com

41 shades of blue vs one man's good taste - Why taste matters in support more than ever View in browser Taste the rainbow (they're all blue) “The customer is always right, in matters of taste” is the full version of the classic customer servic

Nov 13

editorial@helpscout.com

What to do when things go sideways 😵‍💫 - Inside: Tips on making a graceful recovery, a new way to use customer properties, and a little reader feedback Hey friends, this week we’ve got a post all about preparing for the unexpected, a new re

Nov 10

yourfriends@helpscout.com

Are we post-peak AI anxiety in support? - A report on Elevate CX London View in browser A werewolf with a Chinese menu in his hand Halloween in London promised ghosts, ghouls, and werewolves, but at Elevate CX on October 31st the vibe was de

Nov 07

editorial@helpscout.com

Keeping design human, even when AI is part of the process - Plus: How to actually learn from your mistakes, and a chance to chat with the lead product manager supporting your self-service outcomes. This week's read is a fun one—featuring a few different Help

Nov 03

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