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HelpSpot Blog

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.
The Path to Delightenment: The 5 Fundamentals of Exceptional Customer Service
By now, you’ve heard how bad customer service can cost businesses billions of dollars each year. You’ve probably heard that bad customer service is a leading reason why customers take their business to competitors. You’ve definitely heard that the customer is always right. So… we’re not going to talk about all of those points anymore.
Keyboard Shortcuts in HelpSpot
Keyboard shortcuts can be an incredible time saver. This quick guide will show you some common shortcuts that can speed up your workflow in HelpSpot.
5 Filter Recipes For Super-charging Your HelpSpot Workflow
Follow this guide to learn 5 filter recipes to speed up your workflow and make your team more efficient.
Version 4.0.23
Small enhancements and a number of important bug fixes including changes to notification emails.
Version 4.0.22
New command line tools to delete requests and spam plus bug fixes.
Tricks For Smarter Follow-up With Your Customers
Request follow-up is a critical part of creating happy and satisfied support customers. We've compiled a few techniques that will help you be smarter about how you follow-up with your customers.
Team Inboxes in Helpspot
Some larger organizations may want to split their inbox up into multiple "inboxes" based on what team should be handling the request. Team members can then "take" requests from their specific team inbox without having to sort through unrelated requests. This type of configuration is possible in HelpSpot through the use of HelpSpot's powerful filter system.
Nexus And Your Software Business
Every state has it’s own determination of nexus. Yes, every state. So, if your business is like mine and operates in a few states (5 for us) you’ll have to figure this out for each and every state.
Version 4.0.21
Improvements to single name emails, plus other enhancements and bug fixes.
SaaS That App
If you sell on-premise software like we do, SaaS can be a daunting idea. Do you move your software to The Cloud? How? What should you do about your pricing? What technical changes are required? Is it worth the effort?
Version 4.0.20
Enhancements and bug fixes
Designing Custom Forms in HelpSpot
HelpSpot has many different channels to receive new requests. Email, API Request, Widgets and Forms on the support portal. Email is a great way to quickly collect requests. However, sometimes you would like customers to included more detailed information about their requests. This can be achieved through customizing forms on your support portal.
Version 4.0.19
Bug fixes
Version 4.0.18
Enhancements and bug fixes
Version 4.0.17
Enhancements, bug fixes, and a security patch.