The support platform helping 12,000 businesses delight and retain more customers across every channel. Get started free π helpscout.com
Joined July 2010
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Every support person knows this jump scare...π
The best support teams optimize for more than ticket resolution. They anticipate confusion, document edge cases, and close knowledge gaps before they become tickets.
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Jun 15
CSAT tells you if someone left happy. It doesn't always tell you if the problem is fully solved. Both matter, and it's worth tracking them differently.
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Jun 12
'Let me look into that for you' is doing a lot of heavy lifting in this industry and honestly it deserves more credit.
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Jun 11
Now on Help Scout, Topics automatically categorizes conversations into themes like billing issues, refunds, and integration questions, giving you a clearer view of why customers are reaching out and how those trends change over time.
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Jun 10
Triage is genuinely a skill.
Knowing what needs attention now vs. what can wait is something the best support teams get really good at.
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Jun 8
Customers can be fine with bots when they're honest about being bots and actually helpful. The frustration usually comes from the gap between those two things.
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Jun 5
Emotional labor is real work. If your team is holding space for other people's hard days all day long, they deserve actual time to decompress β not just a few minutes.
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Jun 4
Fast first responses matter, and so does every reply after that.
Next Response Time goals help teams track responsiveness throughout the entire conversation.
Every time a customer responds, the timer starts again, helping spot delays and keep conversations moving forward.
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Jun 3
If you've typed the same explanation more than a few times this week, that's usually a sign a good doc is waiting to be written. And your future teammates will thank you for it.
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Jun 2
π¨ Help is on the way, dear! π¨
SLAs mean every conversation comes with a clear target, visible progress, and the context your team needs to stay on track.
Itβs a simpler way to keep work moving as your support volume grows.
Now available in Help Scout. β¨
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Jun 1
Getting comfortable with AI at work is not a straight line, and honestly, that's kind of the whole point.
bit.ly/4uy0yPE
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May 29
You don't always have to wait for a role to exist before you can grow into it.
Kristi Thompson shares how small, consistent acts of visibility (nothing fancy) eventually led to a new customer success job being created for her. Worth a watch. π
bit.ly/4dz3x4o
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May 28
How you say something carries just as much weight as what you say. Warmth and clarity together? That's where the best support lives.
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May 26
First contact resolution is one of the best signals you have, not because the number looks good, but because it usually means your team really understood the problem.
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May 22
High CSAT β healthy team culture.
A team can hit great scores while quietly burning out. Check the signals behind the numbers. β€οΈ
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May 20
Automation isn't lazy. But bad automation is.
Use templates for repetitive tasks, but personalize where it counts. That's how you keep empathy alive at scale.
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May 18
The best support tip for 2026: listen twice as much as you type.
People remember how you made them feel, not the exact words you used.
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May 15
Friendly reminder that 'per my last email' has saved more careers than any LinkedIn course ever will.
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May 13
Hot take: AI-generated review responses are making the internet unreadable.
"We are so glad to hear that you love {Product} because {Same Thing You Just Said}!"
Customers notice. Here's what to do instead:
bit.ly/4efQrKi
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May 11
Your knowledge base is only as good as your team's willingness to update it!
Schedule quarterly reviews. Track which articles get the most views. Fix the gaps before customers find them.
#customersupport
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