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

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

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

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

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

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

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

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.

Help Scout

22.11.2024

The Best Shopify Customer Service Apps: 8 Options for 2025

If you have a Shopify store, then picking a Shopify-friendly help desk is a must. Here are eight Shopify customer service apps for providing great support.

Help Scout

15.11.2024

Ticket Handling: Best Practices for Better Support

Six essential ticket handling best practices to streamline support, boost customer satisfaction, and empower your support team.

Help Scout

05.11.2024

Unlocking Insights: How to Analyze Customer Feedback Effectively

Making decisions based on user feedback leads to better products and a stronger business. Here’s how you can conduct effective customer feedback analysis today.

Help Scout

31.10.2024

Help Scout Joins the Shopify Plus Certified App Program

Help Scout has officially joined the Shopify Plus Certified App Program, only deepening our commitment to being the go-to customer support solution for businesses running and growing on Shopify.

Help Scout

23.10.2024

A Practical Approach to AI Transparency

Uncover the critical role of AI transparency in customer service. Learn why it matters and how to implement it for maximum customer trust and compliance.

Help Scout

17.10.2024

AI and the Race for the Light

We're in the midst of the race to fill a market gap created by generative AI.

Help Scout

09.10.2024

How to Create a Predictive Customer Service Strategy (and Why You Should)

Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.

Help Scout

05.10.2024

Understanding AI Ticket Routing: Benefits and Challenges

Learn all about AI ticket routing, the pros and cons of using it, and some suggestions on how to determine if it’s the right fit for your support team.

Help Scout

04.10.2024

Help Scout Announces Partnership with TD SYNNEX

Help Scout to expand its reach through TD SYNNEX's extensive global reseller network, making it easier for more businesses to discover and adopt Help Scout's powerful customer communication platform.

Help Scout

26.09.2024

Why we redesigned Inbox

Help Scout redesigned its Inbox to improve usability, integrate new AI tools, and address the evolving needs of support teams while maintaining simplicity and flexibility.

Help Scout

26.09.2024

New Look and Feel, Same Help Scout

Introducing Inbox 2 — our new, more focused workspace that helps you delight more customers in less time. Read on to learn what's new with Inbox 2.

Help Scout

26.09.2024

Navigating Change Management: Transitioning to Inbox 2

This blog post provides a structured approach to change management using the ADKAR method, guiding teams through a smooth transition to Help Scout's Inbox 2, focusing on communication, hands-on training, and support to ensure successful adoption.

Help Scout

24.09.2024

Improving CX by Overcoming the Challenges of AI Support

Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort.

Help Scout

18.09.2024

Building a Future in Support: The Demand for AI Skills

Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your CS career.

Help Scout

10.09.2024

AI Support Metrics: 5 KPIs To Track

Maximize ROI and boost support efficiency with our guide to AI support metrics.

home›Help Scout›Marketing

Help Scout - Marketing

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

Boomeranging Back to Help Scout

Streamlining Spring MVC with Per-Module Connection Pools

How Help Scout Fueled BoxHero’s Global Expansion

Help Scout Now Includes Unlimited Seats

Help Scout Remains Committed to DEI

The 9 Best Medical Customer Service Software Options

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

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

The Best Shopify Customer Service Apps: 8 Options for 2025

Ticket Handling: Best Practices for Better Support

Unlocking Insights: How to Analyze Customer Feedback Effectively

Help Scout Joins the Shopify Plus Certified App Program

A Practical Approach to AI Transparency

AI and the Race for the Light

How to Create a Predictive Customer Service Strategy (and Why You Should)

Understanding AI Ticket Routing: Benefits and Challenges

Help Scout Announces Partnership with TD SYNNEX

Why we redesigned Inbox

New Look and Feel, Same Help Scout

Navigating Change Management: Transitioning to Inbox 2

Improving CX by Overcoming the Challenges of AI Support

Building a Future in Support: The Demand for AI Skills

AI Support Metrics: 5 KPIs To Track

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