Help Scout Leadership

JANUARY 27, 2022

Read the full article One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.

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SaaS Retention 312

Help Scout Leadership

OCTOBER 20, 2021

Read the full article Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?

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Help Scout Leadership

OCTOBER 21, 2021

Read the full article Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.

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Help Scout Leadership

FEBRUARY 4, 2022

Read the full article Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them.

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Help Scout Leadership

DECEMBER 7, 2021

Read the full article Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.

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Software Manager 298

Help Scout Leadership

FEBRUARY 18, 2022

Read the full article Online customer service is one of the most important functions at any company. Here’s how to get started with it and continue improving it as you grow.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.

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Chief Outsiders

NOVEMBER 9, 2023

Article 5 of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen If you have been under pressure to tighten your marketing budget this year, you’re not alone. According to a survey , B2B companies' marketing spending in 2023 increased by only 2.3%.

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Marketing B2B Strategic Planning 289

Chief Outsiders

OCTOBER 11, 2023

Article #1: Why You Can’t Afford to Cut Your Marketing Investment for 2024 By: Scott Wright and Jack Bowen In an era dominated by rapid change and economic unpredictability, businesses often find themselves at the crossroads of making challenging decisions, especially when it comes to budgeting.

Marketing 288

Marketing Strategic Planning 288

Help Scout Leadership

AUGUST 22, 2023

Read the full article It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

Scaling 279

Scaling 279

Help Scout Leadership

JULY 29, 2021

Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering. That means users can find a “How to restore your chat history” article for each of the different platforms.

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Education Telecommunications Software Energy 355

Chief Outsiders

DECEMBER 20, 2023

Final article of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen In the relentless pursuit of growth, businesses often find themselves at a crossroads - a bustling marketing funnel generating a stream of leads, yet somehow, the path to conversion seems elusive.

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Sales Funnel Marketing Sales Sales 290

Chief Outsiders

OCTOBER 19, 2023

Article 2 of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen When we ask our clients why customers buy from them, much of the time, they either don’t know, or are completely off-base about the reason.

Strategic Planning 290

Strategic Planning Marketing 290

Chief Outsiders

DECEMBER 19, 2023

Article 6 of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen In a marketplace that's more competitive than ever, optimizing your marketing spend isn't just a best practice—it's a necessity for survival and accelerated growth.

Marketing 290

Marketing Diversity Strategic Planning 290

Chief Outsiders

MARCH 20, 2024

In this article, we delve into five indispensable strategies for dodging these missteps and the dire consequences that follow when marketing lacks a solid game plan. Ever wonder why some marketing initiatives crash and burn despite leadership oversight? The culprit often lurks in one fatal flaw: random acts of marketing.

Marketing 277

Marketing Strategic Planning 277

Chief Outsiders

JUNE 23, 2023

On June 22, 2023, I read an article in the Wall Street Journal about “the H-bomb,” which I learned refers to mentioning that you are a student at or an alumnus of Harvard University.

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B2B Marketing Manager 242

Help Scout Leadership

AUGUST 22, 2023

Read the full article Clarity is the goal when writing to convey meaning to your reader.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article Remote designers face unique challenges and rewards. Here’s what we’ve found works for our distributed design team.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.

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Chief Outsiders

NOVEMBER 3, 2023

Article 4 of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen For modern-day businesses , establishing measures is not just a good idea – it’s a downright necessity.

KPI 278

KPI Strategic Planning 278

Help Scout Leadership

AUGUST 22, 2023

Read the full article What are the psychological benefits of making writing a regular habit? We took a look at the research.

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Benefits 263

Help Scout Leadership

AUGUST 22, 2023

Read the full article The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

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Manager 264

Help Scout Leadership

AUGUST 22, 2023

Read the full article In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.

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Help Scout Leadership

SEPTEMBER 29, 2023

Read the full article Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.

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David Grossman

JUNE 13, 2022

It’s why a recent article I read by former New York Times “Corner Office” columnist, Adam Bryant, really hit home. Beyond the implications this has for organizational ecosystems, it’s also having a profound impact on the people leading these companies. 3 Tips to Help Leaders Prioritize to Drive Change.

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Government 307

Help Scout Leadership

AUGUST 22, 2023

Read the full article GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article Discover the 12 most useful customer service phrases for improving your support conversations, and learn which 8 common phrases you should avoid.

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Chief Outsiders

OCTOBER 25, 2023

Article 3 of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen In an era characterized by rapid technological shifts, changing consumer behavior, and a volatile global economic landscape, successful businesses are those that look ahead, anticipate challenges, and seize opportunities.

Marketing 279

Marketing Strategic Planning 279

Help Scout Leadership

AUGUST 22, 2023

Read the full article The way to stand out from the competition in a crowded market is to tailor your offerings to an underserved segment — here’s how.

Marketing 259

Marketing 259

Help Scout Leadership

AUGUST 22, 2023

Read the full article Learn what customer service is and why it's important. Discover the 21 customer service skills every support professional needs to thrive.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?

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Help Scout Leadership

AUGUST 22, 2023

Read the full article Writing that reads effortlessly takes great pain to create. Here’s how to make each word count.

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Management30 Agile and Lean Principles

JUNE 12, 2024

In this article, we will look at where Design Thinking comes from, what it can be used for, and how it works. Design Thinking is indispensable in our modern business world. For years, the Design Thinking approach has been gaining popularity and is being used by many large companies to develop innovations. And above all, how Management 3.0

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Manager 246

Help Scout Leadership

JUNE 27, 2024

Read the full article When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.

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Help Scout Leadership

AUGUST 22, 2023

Read the full article The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company.

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Suzi McAlpine

AUGUST 23, 2022

This is an article I wrote… The post When it comes to burnout, what’s the latest – and what’s working? It started when Sir John Kirwan – a founder of Groov – agreed to write the Foreword of my book Beyond Burnout. Since then I’ve had some great conversations with JK and done a customer-exclusive webinar with Dr Fiona Crichton.

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