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Limiting Team Permissions in HelpSpot
Often departments need to keep their requests separate both for privacy reasons and to keep operations and request organization clear. In this article we'll walk through the steps to set up two separate departments in the same HelpSpot instance
Act It Out: Customer Service Training Ideas Inspired by Acting Class
It so happens that customer service and acting have a lot in common. Today, we invite you to check out some acting practices and standards that can help you build a powerful and highly effective customer service team.
How to Create Realistic Customer Service Guidelines
Have you armed your team with the customer service guidelines they need to be successful, or have you left them flying without a net? In today’s post, we look at how to create realistic customer service guidelines that provide procedure and support for your team.
Customer Support by Email: Dos and Don’ts
Customer service through email is critical today, especially as the cost to acquire a new customer is much more expensive than the cost to retain a customer. We dig into some key email dos and don'ts.
Version 4.5.7
Small bug fixes
Version 4.5.6
Reattachment Bug Fix
Version 4.5.5
Bug Fixes and Updates to HelpSpot
Should I Take a Customer Service Job?
If you’re asking yourself “Should I take a customer service job?” here are a few things to consider before you decide.
Version 4.5.4
Important fixes to Windows Installer and update process for MySQL Users.
The Relationship Between Service & Upsell Opportunities
How and when you upsell is critical, especially when it comes to merging customer service conversations with upsell opportunities.
New in HelpSpot 4.5: Request Pinning
We have a ton of new features in HelpSpot Version 4.5. Today we will be highlighting a feature that will make your request history even more useful.
Version 4.5.3
Important fixes to triggers and the Matrix report.
Version 4.5.2
A number of small fixes for the WYSIWYG editor and sphinx search.
Version 4.5.1
Small color picker fix.
Version 4.5.0
A major new release! Version 4.5 adds new reports, features, and more.
HelpSpot 4.5 Released.
We are so excited to release HelpSpot 4.5 this week. We've been working on this release for several months and it introduces some great new enhancements to HelpSpot designed to make your team more productive. I will walk through some of the main features at a high level.
5 Phrases Every Customer Service Rep Should Know (and Use)
To build trust with customers, arm your team with these key customer service phrases they should remember on a daily basis.
How To Effectively Survey Your Customers
Your customer survey only works if it’s written well, people complete it, and you learn something from it. We’ll cover those points today.
Auto Closing Requests in HelpSpot
Having resolved requests remain open in your helpdesk clutters your workspace and skews your reporting. Often times you may be waiting on a reply from a customer that never ends up responding. Today, I'll show you an easy way to automatically close these requests and get to the requests that need your attention.
How To Measure Customer Service
How do you assess your customer service efforts? There’s no perfect science, but we have a few ideas to help evaluate if your service is driving new and repeat business, along with long-term engagement and brand awareness.
Cut Support Requests in Half by Optimizing Navigation in Your SaaS App
An increased amount of support requests, especially repeating ones, is a big warning sign that you need to pay attention to your UI/UX.
Episode 11: New HelpSpot Pricing
I discuss the new HelpSpot pricing model.
Understanding “Tone” & Its Impact On Conversations
In today’s post, we cover what tone is, why it’s so important, and how tone can dramatically shift how a conversation proceeds and a message is received.
8 Tips for Delightful Social Media Customer Service
We have 8 tips to help you ensure you’re providing delightful customer service on your social media accounts.
Version 4.0.30
Small bug fix and prep for upcoming changes
5 Little Apps For Better Customer Service
If you've been working in customer service for a while you have probably found a few go-to apps that make your day easier. Today, I'll highlight a few apps that I've found especially helpful!
Who Are You Supporting? Defining Buyer Personas
Understanding buyer personas, and being able to quickly identify which segments new customers fall into, is critical to offering the right product or service to them. It’s a key part of the initial sale. It’s also incredibly helpful for customer support, as well.
Getting Start With The HelpSpot – Zapier(Beta) Integration
As part of the upcoming HelpSpot 4.5 release we will be rolling out Zapier Integration to all of our customers.
The Big “S”: Adapting to Stress in Customer Support
As a customer service and support professional, stress is part of your job description. Let's look at the origins of stress and how you can adapt in the workplace.
From Complaining Customer to Loyal Customer
No, getting a complaint doesn’t feel all that great. But complaints have tremendous value. The actions you take in response to a complaint can be the building blocks of a long-term relationship. Here's how.