Help Scout Leadership

AUGUST 22, 2023

Great customer service isn’t all about wow moments or heroic interventions. Here are 5 dull tales of excellent service delivered with flash through well-built systems. Read the full article

81

81

Help Scout Leadership

AUGUST 22, 2023

Since becoming a Help Scout customer, Mixmax has scaled its support solution without compromising a human and personalized customer experience. Read the full article

Scaling 52

Scaling 52

Help Scout Leadership

AUGUST 22, 2023

Yun found that Help Scout allowed for the creation of tailored support experiences within the GrowSurf web app itself, leading to optimized support experiences. Read the full article

52

52

Help Scout Leadership

AUGUST 22, 2023

Since becoming a Help Scout customer, Senneca Holdings has scaled its support solution without compromising a human customer experience. Read the full article

Scaling 52

Scaling 52

Help Scout Leadership

AUGUST 22, 2023

Materialesdefabrica.com has become one of the best ecommerce businesses in our sector by using Help Scout as the nexus of our operations. Here's how. Read the full article

eCommerce 52

eCommerce Operations 52

Help Scout Leadership

SEPTEMBER 26, 2023

Tattly insists on delighting customers and uses Help Scout to make providing memorable support as easy and fun as it should be. Read the full article

52

52

Help Scout Leadership

AUGUST 22, 2023

Since becoming a Help Scout customer, Threadless has scaled its support solution without compromising a human customer experience. Read the full article

Scaling 52

Scaling 52

Help Scout Leadership

SEPTEMBER 28, 2023

Using the Help Scout and Jira integration helps Panorama Education's Client Success, Product, and Engineering teams stay on the same page. Read the full article

Education 52

Education Engineering 52

Help Scout Leadership

SEPTEMBER 28, 2023

Since becoming a Help Scout customer, TeamSnap has scaled its support solution without compromising a human and personalized customer experience. Read the full article

Scaling 40

Scaling 40

Help Scout Leadership

JULY 11, 2023

Since becoming a Help Scout customer, Springboard has scaled its support solution without compromising a human and personalized customer experience. Read the full article

Scaling 45

Scaling 45

Help Scout Leadership

APRIL 27, 2021

I wanted to see if LanguaTalk could have a superior customer support function by implementing help center software. LanguaTalk’s Beacon, customized based on the URL the user is on. I’m also the Founder of Lingoci.com , another site for language learning. When LanguaTalk was in development, I searched for software that would 1.)

Software 58

Software SaaS Onboarding Operations 58

Help Scout Leadership

AUGUST 22, 2023

Tuft and Needle's unflinching focus on customer experience is what helped them become an exceptional company. Read the full article

40

40

Help Scout Leadership

AUGUST 22, 2023

Enjoy these 5 examples of companies who know what it means to get into the holiday spirit. Read the full article

40

40

Help Scout Leadership

APRIL 27, 2021

“Our technology in isolation won’t protect the environment or address climate change — it’s only when put into the hands of our customers that we as a company are having the impact we strive for.” – Marshall Moutenot, Upstream Tech. At first, however, Upstream Tech’s customer support was difficult to manage and evaluate. “We

Sales 45

Sales Sales Manager Implementation 45

Help Scout Leadership

AUGUST 22, 2023

An inside look into our Customer Spotlight project. Read the full article

40

40

Rhythm Systems Growth

JULY 27, 2023

Customer success guru John DiJulius says that using the phrase “my pleasure” “elevates the professionalism of your employees’ terminology.” These words may be powerful if you deliver remarkable experiences, but they can also annoy the heck out of your customers if you deliver a terrible experience.

Recruitment 98

Recruitment 98

Forbes Leadership

APRIL 17, 2023

It is fair to say that there have been many horror stories regarding travel, and an abundance of evidence suggests that people with disabilities are not considered a key customer demographic.

Travel 102

Travel Diversity Inclusion 102

Help Scout Leadership

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Metrics 139

Metrics Sales Sales Implementation 139

Help Scout Leadership

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Banking 121

Banking Hospitality Implementation Sales 121

Chief Executive

SEPTEMBER 28, 2022

A former football player at Lafayette College, Pante built and currently runs the new Global Digital Center of Excellence for the Customer First/Customer Success organization at SAP. Early in his tenure as the center’s leader, Pante was charged with understanding more about how SAP was helping its customers.

Manager 98

Manager 98

Help Scout Leadership

OCTOBER 27, 2021

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween. Read the full article

105

105

AIHR

MARCH 30, 2023

The business case for customer-centricity is clear. Organizations with customer-centric cultures are 60% more profitable , and 90% of organizations state that they compete on customer experience alone. In this article, we explore the role of HR in creating an authentic customer-centric culture.

Banking 83

Banking Staffing Metrics Onboarding 83

Peter Winick

SEPTEMBER 25, 2023

Vaishali is a Senior Customer Experience Strategist at Konabos Consulting; a full-service, end-to-end, digital experience solutions agency. Finally, Vaishali shares how growing up in India and being from a blended family gives her unique perspectives that she uses to enhance her Customer Experience (CX) work. Leadership in that area.

Marketing 312

Marketing Digital Transformation Benefits Metrics 312

Help Scout Leadership

AUGUST 22, 2023

Gear your team up for this year's seasonal spike with these six holiday customer service tips, plus a few inspiring holiday support stories. Read the full article

Scaling 75

Scaling 75

Forbes Leadership

NOVEMBER 25, 2022

Retailers need a comprehensive strategy to ensure their product story across all owned and unowned channels delivers a seamless, consistent customer experience.

Sales 86

Sales Sales 86

Help Scout Leadership

AUGUST 22, 2023

Heartwarming stories from customer service professionals about times they received great customer service. Read the full article

52

52

Eric Jacobson

OCTOBER 31, 2023

The book, What a Unicorn Knows , offers a field-tested approach to delivering superior customer value and reaching unicorn status by removing the potential inhibitors to organizational scale and speed. Why do some young companies become unicorns ( a privately held startup company with a value of over $1 billion) , while others don’t?

Scaling 89

Scaling Operations Sales Sales 89

Alison Green

MARCH 12, 2024

Am I a hypocrite for dating a customer? So I wanted Meg to back me up by telling him we have a rule against employees dating customers. But now, Meg is saying I manipulated her into setting a policy I didn’t abide by, and I’m a hypocrite for dating another customer. It’s five answers to five questions. Here we go… 1.

Manager 100

Manager Media 100

Help Scout Leadership

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

B2C 118

B2C B2B Implementation Manager 118

Help Scout Leadership

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

SaaS 115

SaaS Sales Sales Revenue 115

Help Scout Leadership

APRIL 27, 2021

From the beginning of 2020, Help Scout has worked with The Nature Conservancy to plant over 4,000 trees through their 1 Billion Trees program, one for each new customer. Our customers worked with Help Scout to plant an additional 600 trees to celebrate our 10th birthday. customer conversations. customer conversations.

Software 81

Software Marketing Manager 81

Michael McKinney

APRIL 12, 2024

Hard-to-Find Secrets (Go outside your entire company to dig deeper into the customer psyche. Create powerful visuals, become great at telling stories, invite others in, and think big, but don’t get too far ahead of your audience. Ask bolder questions.), Follow humans around to understand why they do what they do.

Engineering 104

Engineering 104

AlignOrg

AUGUST 9, 2022

As consumers, we sometimes have the occasional bad customer experience. We also enjoy the benefits of the type of excellent customer service that makes some retailers famous. Realizing that no one wants to be treated like one a “have not,” how can organizations design the customer experience to accommodate customers at all levels?

Revenue 99

Revenue Operations Sales Sales 99

AlignOrg

JANUARY 2, 2024

’s success story. Customer-Centricity Gap: Finance Inc. had lost touch with its customer base. The company needed to regain their trust by becoming more customer-centric. The organization’s agility and customer-centric approach allowed them to capitalize on new market opportunities. Finance Inc.

Marketing 64

Marketing Revenue Strategic Planning Metrics 64

Liquid Planner Productivity

FEBRUARY 1, 2023

That’s largely down to consistent use of user stories, story points and breaking down stories into tasks with hour-based estimates. Overall, agile methods reduce risk because work is undertaken in iterations, with input from the customer at every step. Robust agile estimation methods can improve quality by 250%.

Project Management 108

Project Management Manager Deliverables Metrics 108

Zenefits

APRIL 28, 2023

Tell your story Let your customers know who you are, what inspired you, and the history of your company. Customers love to support local businesses: telling them your journey (or your family’s) builds brand loyalty. Brag about your team Let your customers know how much you appreciate the team that serves them.

Small Business 98

Small Business Business Administration Administration Media 98

Help Scout Leadership

AUGUST 22, 2023

Support teams are a treasure trove of customer stories. Here’s how small teams can make those stories actionable for the rest of the company. Read the full article

40

40