Getting Started With Business Hours In HelpSpot
When you begin using HelpSpot there are a number of Admin settings that are great to setup for your specific organization. One of these settings is Business hours. Business hours allow you to configure your helpdesk's hours of operation. Business hours are important to configure because HelpSpot uses these settings for calculations such as First Response Speed and Resolution Speed. In addition these settings can be used to control when triggers and automations are in effect.
New HelpSpot Training Videos
Helping customers get the most out of HelpSpot is one of our favorite things to do. We're excited to announce new self-service video training for both agents and administrators. These video resources provide bite-size chunks of information on specific HelpSpot topics. You can view each video individually or watch an entire series as a playlist.
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.
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.
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.
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!
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!
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>
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.