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Need Better Hires? Beef Up Your Employee Screening Process
Find tips for making sure your employee screening process sets your business up for success, whether you’re hiring in a customer service role, a technical role, or otherwise.
Tools in HelpSpot to Prepare for GDPR
The new GDPR regulations in the European Union mean new data handling and processing requirements for many of our customers. Without the proper tools many of these tasks are cumbersome and labor intensive. At HelpSpot we’ve released a set of tools to make it easier for your organization to gain proper data gathering consent from your customers and respond to customer requests regarding data in HelpSpot.
Providing Excellent Customer Support: Prioritizing Support Inquiries
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.
Less is More: Prioritization and Business
Our latest "Thoughts" post talks about the need to prioritize, rather than try to tackle too much at once.
HelpSpot 4.8.3
Thermostat and API bug fixes
Troubleshooting Is the New Way to Apply Your Creative Skills
Troubleshooting has become a great way of applying creative skills! If you’re interested in a career in IT and you want to use your creative skills, this is a good option for you to consider.
HelpSpot 4.8.2
Bug fixes
Providing Excellent Customer Support: Expanding Your Support Channels
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.
HelpSpot 4.8.1
NPS survey integration, GDPR compliance changes and bug fixes
Running a Business: Focusing On Your People
We’re a technology company. Creating technology-driven tools that help to automate processes and make businesses work more efficiently is critical to what we do. But no matter what, at the end of the day, how our businesses survive and thrive depends on… our people!
How to Empower Your HR Team to Attract Top Talent
Attracting talent is a challenge. Attracting top talent feels simply impossible. But that’s only because you don’t know what the real HR MVPs are doing.
Building a Product via Customer Feedback
Using customer feedback can help you to determine which of your ideas are the most valuable ones. These are the ones that will make your product better than your competitors, increase your sales, and reduce your customer churn.
Introduction to Customizing Email Templates
Email templates are what control the look and formatting of every email that’s sent out of HelpSpot. We have a number of different email templates, and each one has a specific use inside of HelpSpot. Some of the most commonly used templates are “Staff Notifications” and “Public Notes to Customers.”
Customer Support: Handling Sensitive Questions with Care
In last week’s Thoughts post, we shared a story of a great customer service experience. This week’s story is a little bit different.
Providing Excellent Customer Support: Tips for Responding to Customer Emails
Let’s go through a few quick tips to help you manage your customer support emails.
HelpSpot 4.7.8
Fixes AJAX lookup field issue.
New Training – Building a Knowledge Base and Responses
Our advanced training sessions are designed to help HelpSpot users get the most out of HelpSpot. They also provide time for you to ask specific questions around the topic being discussed.
Making a Long-term Commitment to Supporting Your Customer
We found a tweet that's a great example of a company staying committed to its customer, decades after the customer’s purchase of the now-broken product.
HelpSpot 4.7.7
Auto replies now include CC'd recipients, API handles blank parameters and bug fixes
Providing Excellent Customer Support: How to Set Up Your Help Site
In this post, we’ll cover one of the key customer support items you’ll have to address before you launch your new product.
Hiring for Your Customer-Focused Business
A few thoughts on hiring people who fit well on your team - and are the right fit for your customers.
Recruitment Advice: How to Hire and Manage Creative Talents
How do you find creatives, hire them, and keep them satisfied? Use this guide to assist you in hiring creatives for your business.
Following Our Best Practices (and Going Off Script)
We work hard to understand what's works best and what doesn't. But if we become too rigid in our practices, we miss opportunities to grow - and to learn more.
Improve Your Customer Support By Breaking Your Own Rules
There are places where making an exception to your rules and processes can delight customers and improve your company, without bringing on disaster.
Why We Must Continue to Improve Our Products and Services
As the providers of a service, we can choose whether we want to continuously improve or remain as we are. But we can’t forget that our customers are seeking to continuously improve, as well.
Applying Agile Techniques to Help Desks
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.
Adapting Your Approach to Different Customers
This weekend I read, “How To Put Some Emotional Intelligence Into Your Customer Service Scripts,” contributed to Forbes by Mark Murphy of Leadership IQ.
How to Effectively Use Thank You Pages to Convert Subscribers into Paying Customers
See how you can optimize your thank you pages to turn subscribers and new followers into paying customers.
When Business Decisions Create Customer Service Problems
Each new change you make to your product or business opens the door to questions or complications you didn’t expect and are not experienced in addressing.
Voice of the Customer: The Treasure Hidden in Customer Support Tickets
See how customer support tickets can provide insights to help drive service and success.