Maybe AI can do every part of your job (probably not)...but which parts of your job *should* it handle? Mat suggests a 4 bucket system to help figure it out.

Help Scout

21.06.2025

Listen First, Design Later

Design better by listening first. Learn how Help Scout product designers use support conversations to build empathy, improve products, and stay close to customers.

Help Scout

17.06.2025

Noticing the Small Wins

Working in support doesn't come with a ton of big win moments. It's one customer at a time, but that doesn't mean there are moments to notice and appreciate. Here are some to get you started.

Help Scout

12.06.2025

Building Connections at Help Scout’s Rome Retreat

Get the rundown of what it's like to attend a Help Scout retreat for the first time as well as get a few tips so that you can make the most of your next company event.

Help Scout

05.06.2025

Cursor, Air Canada, and What We Can Learn From AI Chatbot Failures in Customer Service.

Generative AI and machine learning can do incredible things, but when you're trying to help customers the stakes can be very high. Recent failures of AI chat bots are worth considering as we all roll AI into our service organizations.

Help Scout

04.06.2025

Help Scout Using Help Scout: The Marketing Edition

Wondering how to use Help Scout as a marketer? Here's how our team uses it to learn more about our product, better meet the needs of our customers, and deliver delight each day.

Help Scout

03.06.2025

The Supportive Podcast Wraps-Up Season 1

Help Scout's podcast, The Supportive, has wrapped up its first season. Here, podcast host Mat Patterson shares an end of season wrap-up episode, as well as everything you need to listen and subscribe.

Help Scout

31.05.2025

Hey Marketers, It’s Time to Log In

Your business’s most comprehensive store of customer feedback is collected and managed every day via your customer service software. When was the last time you logged in?

Help Scout

30.05.2025

The 8 Best Ecommerce Chatbots for Online Shops in 2025

Discover the best ecommerce chatbots for boosting sales, automating support, and improving customer experience. Compare features and pricing.

Help Scout

23.05.2025

Customer Story: Zapier

The simplicity of Help Scout makes the work so much easier. It's not complicated by thousands of plugins or tabs

Help Scout

17.05.2025

Customer-First Teams Thrive in Uncertain Times

We’ve seen firsthand how teams that prioritize customers are better equipped to weather change. Here are a few principles we’ve learned from the best of them to help you navigate today’s uncertainty.

Help Scout

16.05.2025

The Help Scout Blog: Delight Your Customers

Get tips and advice on delivering exceptional customer service, engaging and delighting your customers, and building a customer-centric company.

Help Scout

16.05.2025

Inside Help Scout: See What We’re Building

Read our release notes to see what new features are coming to Help Scout and learn more about Help Scout’s values, processes, and culture.

Help Scout

15.05.2025

Criticism in Customer Support

We want people to tell us what’s not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.

Help Scout

15.05.2025

The 10 Best AI Chatbots for Customer Service in 2025

Discover the 10 best chatbots for customer service teams, from help desks with chatbot features to standalone plug-and-play options.

Help Scout

02.05.2025

Support Team Mailbag: Reducing Turnaround Time

Reducing turnaround time is one of the most common goals for support teams — including our own! Here are some ideas to help get your team's turnaround time moving in the right direction.

Help Scout

30.04.2025

Companion Planting for Diversity in Support

There is speed and efficiency to be gained by filling your fields with one type of plant, but it opens you up to new risks. Diversifying your crops can make them all stronger, and the same goes for diversifying the skills and perspectives of your support team.

Help Scout

19.04.2025

Why People-First Security Matters (No Matter Where You Work)

A solid technical implementation is necessary for security, but tools alone do not make a good security program. Learn how we take a people-first approach to security to keep data safe at Help Scout.

Help Scout

18.04.2025

Amplifying Employee Voices Through Content

Telling the Help Scout story is a big responsibility. Learn how (and why) we're working to amplify more employee voices in our content.

Help Scout

17.04.2025

Inside Learn Something Days: The Help Scout Support Team

Learn how our support team uses their time away from the queue for professional development and get some inspiration for implementing a Learn Something program of your own.

Help Scout

25.03.2025

Help Scout Classes: Learning to Educate at Scale

Learn how Help Scout scaled to meet the educational needs of new, old, and prospective customers alike by turning one on one demo sessions into interactive live classes.

Help Scout

18.03.2025

Rate Your AI

Even when the newest LLM shines in the benchmarks, it doesn't mean it will be the right choice for every use case or that users will be happy with its output. Learn how Help Scout approaches rating our AI to create better customer experiences.

Help Scout

07.03.2025

The Impact of Great Support on Revenue

Looking to boost your company's revenue? Then it's time to focus on increasing customer retention and doubling down on great customer experiences.

Help Scout

04.03.2025

Formatting Tips to Improve Your Knowledge Base Articles

Design really does matter — layout and page composition can make a critical difference in helping your customers get the most out of your documentation. Here are some formatting tips to help improve your knowledge base articles.

Help Scout

04.03.2025

Leveraging Transferable Skills for a Career Change

There is always something that made a person great in Job A that could help make them great in Job B. It’s just a matter of connecting the dots.

Help Scout

26.02.2025

How Help Scout Fueled BoxHero’s Global Expansion

Help Scout has become an essential part of BoxHero’s growth strategy. It empowered their global expansion, improved response times, and reduced operational costs — all while providing a better experience for their customers.

Help Scout

26.02.2025

Boomeranging Back to Help Scout

Finding the right customer service tool can be a challenge, but for Mukama, returning to Help Scout wasn’t just about switching back; it was about choosing a tool that truly supports their team and customers.

Help Scout

26.02.2025

Streamlining Spring MVC with Per-Module Connection Pools

At Help Scout, we invest a lot of time to ensure our applications make the best out of their databases. Click through to learn more about how we use a per-module datasource approach to help break down complexity.

Help Scout

19.02.2025

Help Scout Remains Committed to DEI

Help Scout hasn’t wavered in our commitment to diversity, equity, and inclusion, which to us means creating a workplace that truly works for everyone.

Help Scout

19.02.2025

Help Scout Now Available in AWS Marketplace | Simplify Customer Support in the Cloud

Help Scout is now available in AWS Marketplace! Easily find, buy, and deploy our customer support platform with simplified billing, built-in compliance, and seamless AWS integration — all with unlimited users & AI included.

Help Scout

19.02.2025

Help Scout Now Includes Unlimited Seats

2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.

Help Scout

19.02.2025

The 9 Best Medical Customer Service Software Options

Discover the 9 best medical customer service software options to enhance patient care and ensure HIPAA-compliant communication.

Help Scout

03.02.2025

How Do You Manage Support During Federal Holidays?

Staffing your customer support function during public holidays can be a frustrating and difficult part of people management. Mat explores some options for getting the job done.

Help Scout

29.01.2025

Kitchen Sink Post

This is a Kitchen Sink Post that is required to send data models to Gatsby. It is not indexed, please do not delete!

Help Scout

15.01.2025

Knowledge Base Maintenance: A Practical Framework

Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.

Help Scout

18.12.2024

How AI Can Help You Deliver Multilingual Support

Discover why multilingual support is essential for businesses and how AI can help you connect with your customers across languages more easily.

Help Scout

09.12.2024

Groundhog Day in the Queue

Support work can be repetitive, but it is possible to make progress more visible and the work less tedious.

Help Scout

05.12.2024

The 10 Best 100% Free Help Desk Ticketing Systems for 2025

This comparison of the 10 best free help desk ticketing systems will help you find the perfect option for your IT or customer support team.

Help Scout

28.11.2024

Data Quality: Why It’s Key To AI Support

Enhance your AI support with better data quality. Learn key practices to improve accuracy, prevent errors, and deliver a customer-first support experience with AI.

Help Scout

23.11.2024

What's The Best Free Live Chat Software? 8 Top Options

Learn why free live chat software could be a great addition to your support stack, and discover the top 8 options to consider in 2025.

home›Help Scout›Marketing

Help Scout - Marketing

4 Buckets for the Future of Support

Listen First, Design Later

Noticing the Small Wins

Building Connections at Help Scout’s Rome Retreat

Cursor, Air Canada, and What We Can Learn From AI Chatbot Failures in Customer Service.

Help Scout Using Help Scout: The Marketing Edition

The Supportive Podcast Wraps-Up Season 1

Hey Marketers, It’s Time to Log In

The 8 Best Ecommerce Chatbots for Online Shops in 2025

Customer Story: Zapier

Customer-First Teams Thrive in Uncertain Times

The Help Scout Blog: Delight Your Customers

Inside Help Scout: See What We’re Building

Criticism in Customer Support

The 10 Best AI Chatbots for Customer Service in 2025

Support Team Mailbag: Reducing Turnaround Time

Companion Planting for Diversity in Support

Why People-First Security Matters (No Matter Where You Work)

Amplifying Employee Voices Through Content

Inside Learn Something Days: The Help Scout Support Team

Help Scout Classes: Learning to Educate at Scale

Rate Your AI

The Impact of Great Support on Revenue

Formatting Tips to Improve Your Knowledge Base Articles

Leveraging Transferable Skills for a Career Change

How Help Scout Fueled BoxHero’s Global Expansion

Boomeranging Back to Help Scout

Streamlining Spring MVC with Per-Module Connection Pools

Help Scout Remains Committed to DEI

Help Scout Now Available in AWS Marketplace | Simplify Customer Support in the Cloud

Help Scout Now Includes Unlimited Seats

The 9 Best Medical Customer Service Software Options

How Do You Manage Support During Federal Holidays?

Kitchen Sink Post

Knowledge Base Maintenance: A Practical Framework

How AI Can Help You Deliver Multilingual Support

Groundhog Day in the Queue

The 10 Best 100% Free Help Desk Ticketing Systems for 2025

Data Quality: Why It’s Key To AI Support

What's The Best Free Live Chat Software? 8 Top Options

home
›
Help Scout
›
Marketing