Customer Services

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the…

Step 2: Pick a Setting The setting for a scene can have a tremendous influence on its authenticity. Here I start with a few general ideas and then…

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the…

For customers, live chat is easy, effortless, and often their preferred mode of interaction with businesses. But for customer support managers…

The right technology can help you build out a great customer experience. When help desks do their job, they make it easier to prioritize people: your…

Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat…

Even the best products with the most passionate users will have these “success gaps” — a disparity between your product and the user’s desired…

Whether it’s email, live chat, social media, or carrier pigeon, your customers have more choices than ever when they’re trying to communicate with…

Did you know that feeling unappreciated is the number 1 reason customers switch away from a product or service? This year, go above and beyond your…

It’s very easy in Help Scout (and in most help desk tools) to attach internal notes or memos to a customer conversation, but making those notes…