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HelpSpot Blog

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.
Face to Face
When was the last time you were face–to–face with your customers? For some people reading this the answer is never. For the rest of us it's rarely.
Meaner Behind A Screen: Exploring Customer Behavior In-Person and Online
Today, we’ll review some thoughts behind why people are “meaner” on the Internet - and what it means for your customer service efforts.
3 Ways to Personalize Your Customer’s HelpSpot Experience
Adding a personal touch to your support experiences is extremely important. Personalization can make your customers feel extra cared for and supported.
The Top Personality Traits for Successful Customer Service Associates
Building a reputation for great customer support requires having employees who reflect the key characteristics necessary to be excellent customer service associates.
A Challenge: Sell Features, Not Benefits
Focusing your marketing copy on benefits not features is pretty much considered common knowledge these days. Let me push back on that idea a bit.
Version 4.0.29
Fixed email subject line bug and secondary portal configuration bug.
Version 4.0.28
Added index for sessions table, updated CSV export for greater compatibility with Excel, a bug fix to round robin assignment and other fixes.
The Preferred Methods of Customer Interaction: Survey Results
In a previous post, we sought to answer the questions on how people felt about the use of various automated, digital and traditional customer service mechanisms. We asked a few questions recently, and you answered. Here are the results.
What To Do When You are Out of the Office
Making sure that nothing falls through the cracks while staff are out of the office can be complicated. HelpSpot includes tools that can make this task easier for you and clearer to your customers.
Don’t Wait For The Complaint: Proactive Customer Service
Providing a great customer service experience doesn’t just start when you pick up the phone to answer a client question, or when you respond to a live chat message. It’s proactive. How?
Version 4.0.27
Bug fixes and enhancements to Responses.
Ep 10: Matt Stauffer TextExpander Throwdown
Matt and I attempt to be mad at each other while discussing the TextExpander controversy.
ABC #9: Rogue One
Taylor Otwell and I discuss the first Star Wars Rogue One trailer.
Version 4.0.26
Revert a change from 4.0.25 which impacted Triggers.
The Search for a “Live Person” in Customer Support
Think automated customer service is more efficient? Or would you rather speak directly to a human at all times? We discuss striking the right balance in customer support - and ask your opinion.
Version 4.0.25
Bug fixes and small enhancements.
ABC #8: Inside HelpSpot Vault
Get the skinny on our new little project HelpSpot Vault. What it does, how it works, how it connects with building our own business systems and HelpSpot's marketing goals.
Good, Great, Excellent and Exceptional… And The Emotions They Evoke
Let's talk words today. Consider if you asked "What does great customer service mean?" to fifteen people you know. Fifteen of your customers.
5 Tips For Communicating Clearly With Your Customers
Communicating clearly with customers can be challenging especially if your support delves into technical details of your product. Here are a 5 tips that you can use to get your point across.
What Does Great Customer Service Mean To You?
When it comes to customer service, it’s possible to overthink it.
ABC #7: Should You Build Your Own Business Systems?
Conventional wisdom says you shouldn't build your own business systems like CMSs, stores, etc. Listen to why I think sometimes it's OK to give in to NIH (not invented here).
Version 4.0.24
Small fixes in subscriber user notifications and custom fields.