Insights & Updates
A customer service tracker gives you hard data to report on support processes and monitor customer issues (and how agents resolve them). Read more.
Help desk reporting gives you useful insights into customer issues and agent performance. We talk about the most valuable reports and how to use them.
When shopping for help desk software for Linux, look for something that is on-premise, customizable, and fully supported. We review the best options.
Looking for a help desk you can download and run on your Windows system? We talk about our self-hosted help desk software for Windows and how to set up.
Help desk software lets HR teams organize new emails and collaborate on requests. See how to improve your workflow with an HR ticketing system from HelpSpot.
Hiver is an integrated help desk that lets you organize and manage your Gmail inbox, but it is not a full help desk software. We review the best Hiver alternatives.
HappyFox offers a number of help desk tools, but their packages are expensive. Our post reviews the top HappyFox alternatives and competitors.
Multi-brand help desk software lets you manage support for all of your brands in one platform & makes for a better customer experience. See if it's right for you.
Shopping GDPR help desk software? Our post reviews the features you should look for in a GDPR help desk tool and walks through our help desk platform.
LiveAgent is a popular help desk for customer service teams, but it can be too complex and expensive for some. Our post covers the best LiveAgent alternatives.
Ready to move from a shared inbox to help desk software? Our post reviews the 8 best help desk software for small businesses so you can find the right one for you.
Customer service reporting helps you understand your customers' needs and your agents' workloads. Learn how to use customer service reports in HelpSpot.
Working out of a shared inbox can be a mess when you have more than 2+ people on your team. Our post reviews the best team inbox management solutions.
Switching to help desk ticketing software? Our post reviews the best help desk ticketing systems so you can compare your options and find the best solution.
One of the most helpful tools for customer service teams is customer service email management software. Our post reviews the most popular options available.
Need self-hosted help desk software? We know the options are slim, but we gathered everything you need to know about your options to find the best solution.
Remember that support form you created for the help site? We’re going to use those contact categories to help set up a triage of tickets.
Your two main support channels, your help site and your email, are doing fine so far. It’s now a good time to be thinking about additional support channels.
Let’s go through a few quick tips to help you manage your customer support emails.
In this post, we’ll cover one of the key customer support items you’ll have to address before you launch your new product.
Just which parts of Scrum and Kanban can be beneficial for a help desk team? Let’s look at nine agile practices that can help.
Talkdesk COO Gadi Shamia tells a personal story of a customer service interaction and what it made him realize about contact center channel strategy.
In todays article we will put together a trigger to automatically send customers a resolution based on their form inputs. For todays example we’ll use a common problem, a forgotten password.
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.
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!
Your customers' planning may not always be sufficient. How you help solve their problems will go a long way in defining your customer relationship.
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.
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.
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.
In this article, we cover a few types of customers you’ll come across, with tips on how to engage with them.
Join the teams who switched from chaos to HelpSpot's essential order. Download on-premise or start in the cloud today.
Page 2 of Articles posts on the HelpSpot blog. Help desk best practices, tips, and insights.
