HelpSpot Blog

We take a deep dive into HelpSpot. Covering how to get more out of it, best practices, life on the help desk, and explore new features and releases.

Spam Filter Whitelists and Blacklists
The SPAM filter in HelpSpot includes a Bayesian filter that is trained by marking requests as spam. With training, this is a very powerful way of filtering email. However, there are times when you may want to make sure that a particular sender or email header is always marked as spam or always marked as not spam. In HelpSpot we call this the Whitelist (not spam) and Blacklist (always spam).
Writing a Customer Service Resume: A How-To Guide
All too often, job applicants put together a "general" resume that they use to apply for every job with little to no modification. Unfortunately, general resumes don't tend to be very successful—especially for customer service positions.
HelpSpot 4.6.6
Message HTML/Markdown handling bug fixes
Custom Request Status Setup
HelpSpot's status field allows users to select the current state of a request. During initial setup we populate the HelpSpot database with several default status types. You don't need to stick with these defaults. The status types in HelpSpot are customizable to meet the needs of your business processes.
Version 4.6.5
Includes several bug fixes and enhancements to external message actions.
5 Customer Retention Techniques To Try Today
These days, you're not the only lemonade stand in town – in fact, you might not even be the only lemonade stand on the block. To stand out, you have to differentiate yourself from the competition any way possible. How do you do that? By improving customer satisfaction! You don't need to reinvent the wheel, but ​when it comes to customer retention, you may need to give it a spin every now and then to make sure it's still working.
The Importance of a Customer Postmortem
You've lost a customer. It's okay. It happens. Now, take a step back. This is why it's critical you look back at the history of the client relationship and do a postmortem.
Version 4.6.4
Stable release of version 4.6
Version 4.6.3
Stable release of version 4.6
How to Retain Your Delightful Customer Service Team
Your customer service team is your first line of defense when establishing relationships with new customers, and your last line of defense for maintaining unhappy customers. A good customer service employee is valuable – too valuable. Without a retention strategy in place, what’s to stop your best employees from going elsewhere? The answer is nothing!
Version 4.6.2
Stable release of version 4.6
4 Ways To Say "Thank You" To Your Customers
In the U.S. Thanksgiving is just around the corner. It's a great time to say "thank you" to your customers and let them know just how much you appreciate them. Here are 4 ideas on ways you can do just that!
Why A Customer’s Poor Planning IS Your Emergency
Your customers' planning may not always be sufficient. How you help solve their problems will go a long way in defining your customer relationship.
5 Interview Tips for a Customer Service Job
The customer service industry is predicted to grow faster than average between 2014 and 2024. With new opportunity and competition, what can you do to get in on the action and land a coveted customer service job in 2016? We share 5 tips.
Knowledge Base Organization Techniques
Knowledge bases can be extremely helpful in both reducing the number of times that customers need to contact your support staff and as valuable reference resource to your support staff. Today I'll break down a few different techniques for organizing your knowledge base and point out the advantages of each. </p>
How To Manage A Customers’ Complaint About Pricing
How your customer service team manage customers' pricing concerns will go a long way toward reassuring customers of your value and retaining your customers in the months and years to come.
Version 4.6.1 - Beta
PHP 7 Support and Lots More
Changing Your Customer Support Procedures as Your Business Grows
When companies experience growth, especially rapid growth, it is the customer service segment that often has trouble keeping pace. You are so focused on expansion that you lose sight of what got you here -- servicing and wowing your customers. It was once easy to respond to customers at a lightning-fast pace. Now, you’re embarrassed to admit it could be days, if not a string of days, before you get around to hitting reply on a customer inquiry. Something has got to change.
4 Types of Customers and How to Serve Them
In this article, we cover a few types of customers you’ll come across, with tips on how to engage with them.
Hold, Please: Managing Your Customer Service Wait Time
No one likes being placed on hold. Consumers wants quick, uncomplicated answers, but holds happen. As a business obsessed with delivering delightful customer service, how can you create a pleasant hold experience for your customers? One that gives you the time you need to properly handle their request, but doesn’t make them feel put off or like they’re being herded around like cattle?