Help Scout

The support platform helping 12,000+ businesses delight and retain more customers across every channel. Get started free 👉

[Help Scout @helpscout]

Emotional labor is real work. If your team is holding space for other people's hard days all day long, they deserve actual time to decompress — not just a few minutes.

[Help Scout @helpscout]

Fast first responses matter, and so does every reply after that.

Next Response Time goals help teams track responsiveness throughout the entire conversation.

Every time a customer responds, the timer starts again, helping spot delays and keep conversations moving forward.

[Help Scout @helpscout]

If you've typed the same explanation more than a few times this week, that's usually a sign a good doc is waiting to be written. And your future teammates will thank you for it.

[Help Scout @helpscout]

🚨 Help is on the way, dear! 🚨

SLAs mean every conversation comes with a clear target, visible progress, and the context your team needs to stay on track.

It’s a simpler way to keep work moving as your support volume grows.

Now available in Help Scout. ✨

[Help Scout @helpscout]

Getting comfortable with AI at work is not a straight line, and honestly, that's kind of the whole point.

https://t.co/iELrwVL2Jk

[Help Scout @helpscout]

You don't always have to wait for a role to exist before you can grow into it.

Kristi Thompson shares how small, consistent acts of visibility (nothing fancy) eventually led to a new customer success job being created for her. Worth a watch. 👇

https://t.co/V1o0rzl66f

[Help Scout @helpscout]

How you say something carries just as much weight as what you say. Warmth and clarity together? That's where the best support lives.

[Help Scout @helpscout]

First contact resolution is one of the best signals you have, not because the number looks good, but because it usually means your team really understood the problem.

[Help Scout @helpscout]

High CSAT ≠ healthy team culture.

A team can hit great scores while quietly burning out. Check the signals behind the numbers. ❤️

[Help Scout @helpscout]

Automation isn't lazy. But bad automation is.

Use templates for repetitive tasks, but personalize where it counts. That's how you keep empathy alive at scale.

[Help Scout @helpscout]

The best support tip for 2026: listen twice as much as you type.

People remember how you made them feel, not the exact words you used.

[Help Scout @helpscout]

Friendly reminder that 'per my last email' has saved more careers than any LinkedIn course ever will.

[Help Scout @helpscout]

Hot take: AI-generated review responses are making the internet unreadable.

"We are so glad to hear that you love {Product} because {Same Thing You Just Said}!"

Customers notice. Here's what to do instead:

https://t.co/aIFWPnQHMd

[Help Scout @helpscout]

Your knowledge base is only as good as your team's willingness to update it!

Schedule quarterly reviews. Track which articles get the most views. Fix the gaps before customers find them.

#customersupport

[Help Scout @helpscout]

Chrissy Chavez has all the best tips for Challenge #4 of Support in Bloom. She's gonna tell you how to be mindful about your career growth. 👇

You don't have to work on it every single day; it can be something that naturally grows with you over time.

[Help Scout @helpscout]

Need some inspo for Support in Bloom Challenge #3? Patto has some rock-solid advice about how one company's initiative to surface support insights helped make for an even better product (and an emptier queue).

[Help Scout @helpscout]

Before launching a new feature, have support draft the FAQ. 👀

If they struggle to explain it simply, customers will too!

[Help Scout @helpscout]

Ben's tips for Support In Bloom Challenge #2? Find the thing that makes you better, not busier!

He's here to tell you all about the 🍅 Pomodoro Technique 🍅 and how a simple change in how we worked made him so much better at solving tough problems.

[Help Scout @helpscout]

Support team culture is sending a Slack reaction to a message three days later so someone knows you definitely did not forget.

[Help Scout @helpscout]

Zendesk said to call your mom, so Hillary Noble did; Pam was not helpful. 🫠

Here's the thing, people don't just want *a* human. They want the *right* human, with the context and tools to actually help.

Great support is built on real relationships, not workarounds. 💙