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There's not a ton to be gained from level one evaluations in terms of actual learning. I know plenty of examples where participants had a great time…

“Guiding users thoughtfully through your documentation can be a great way to lower their effort, and heighten next issue avoidance.”…

There’s a good chance you have no clue. That’s because traditional email clients like Gmail and Microsoft Outlook don’t offer much when it…

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their…

“Being an MVP is not a point of arrival but the beginning of a new trail and becoming a real Salesforce evangelist is a long path, that starts with…

Q: What makes an amazing logo design?   A: Strategy. The word strategy is cliche, maybe boring at this point. We’ve all heard it a thousand times.…

Contact center leaders have agonized over the decision of whether or not to utilize artificial intelligence (AI) over the traditional human…

Fix Systemic Problems The most important thing your company can do is fix the issues that cause customers to get angry in the first place. In this…

When we founded Help Scout more than seven years ago, we did so not because there was a lack of good customer service products in the market — there…

When you first start up your customer service function, you may not need much more than an email inbox. Over time, as your team and your customer base…