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Version 4.6.2
Stable release of version 4.6
How to Retain Your Delightful Customer Service Team
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!
4 Ways To Say “Thank You” To Your Customers
In the U.S. Thanksgiving is just around the corner. It's a great time to say "thank you" to your customers and let them know just how much you appreciate them. Here are 4 ideas on ways you can do just that!
Why A Customer’s Poor Planning IS Your Emergency
Your customers' planning may not always be sufficient. How you help solve their problems will go a long way in defining your customer relationship.
5 Interview Tips for a Customer Service Job
The customer service industry is predicted to grow faster than average between 2014 and 2024. With new opportunity and competition, what can you do to get in on the action and land a coveted customer service job in 2016? We share 5 tips.
Knowledge Base Organization Techniques
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 To Manage A Customers’ Complaint About Pricing
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.
Version 4.6.1 – Beta
PHP 7 Support and Lots More
Changing Your Customer Support Procedures as Your Business Grows
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.
4 Types of Customers and How to Serve Them
In this article, we cover a few types of customers you’ll come across, with tips on how to engage with them.
Hold, Please: Managing Your Customer Service Wait Time
No one likes being placed on hold. Consumers wants quick, uncomplicated answers, but holds happen. As a business obsessed with delivering delightful customer service, how can you create a pleasant hold experience for your customers? One that gives you the time you need to properly handle their request, but doesn’t make them feel put off or like they’re being herded around like cattle?
5 Things You Didn’t Know the HelpSpot Text Editor Could Do
HelpSpot recently received a refreshed WYSIWYG (What you see is what you get) editor. There are several new and enhanced features in this editor that might not be immediately apparent. We'll highlight 5 of these goodies on the blog today.
The Dos and Don’ts of Chatting with Customers
By following these tips, you can help avoid awkward situations while providing enjoyable and personable experiences to your customers.
HelpSpot 4.5: Filter Color Tags
The HelpSpot grid is a powerful view that can display a lot of information about requests in your help desk on one screen. At times it can be helpful to create some visual separation between various requests in a particular grid view. Filter color tags, a new feature in HelpSpot 4.5, provide an easy way to visually sort requests.
The Importance of Customer Contact
In honor of Customer Service Week, we are asking you to look at how often you communicate with customers and to question whether it’s enough. Are you being a responsive company that cares about your customers’ needs, or are you the friend they only hear from when you need a ride to the airport?
Clever Ways to Escalate Your Support Request
To get the support issues you have resolved quickly, you may need to think outside the box and navigate your way around the regular communication channels.
Believe It or Not: The Customer Service Industry Is Growing
Today’s customer service professionals are not only in demand, they’re demanding respect. As more and more organizations rely on service representatives to build satisfaction and increase retention, customer service has transitioned from a thankless job to one rich with opportunity.
Version 4.5.11
Fix for resetting default outgoing email password
HelpSpot 4.5: Introduction to the Comparison Matrix
HelpSpot 4.5 has introduced a new report format that provides even more ways to visualize your help desk data. The comparison matrix report is a super flexible, super powerful report.
Version 4.5.10
Added password confirmation field when adding/editing Email Mailboxes
Version 4.5.9
Small internal fix for cloud server creation.
When & How to Complain About Bad Customer Service
What makes customer service complaint-worthy? And how do you complain about it in a way most likely to get you a satisfying resolution? Let’s cover some of the top times it’s reasonable to complain, and then we’ll cover what to do.
Version 4.5.8
This release addresses a few small bugs and improves the password field handling on email mailbox setup.
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