authors help-scout 
Shep Hyken
OCTOBER 25, 2021
My Comment: How do customers prefer to reach out to you for help and support? The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. 27 Helpful Customer Support Tools and Resources by Jesse Short. But will that perception shift? Thank you CH Consulting Group!).
Help Scout
APRIL 29, 2021
A good customer service team can still skillfully help a lot of customers over long periods of time without working in a strong customer service culture. Here’s how we hire at Help Scout. Talk about customers: Help the rest of your company be exposed to real customers, too. Learn how Help Scout aligns sales and support.
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Intercom, Inc.
DECEMBER 21, 2020
Alexa’s post looking at how our customers are helping to fight COVID-19 – Standing together: How Intercom customers are providing relief during COVID-19 – really highlighted the positivity to be found in the midst of all the chaos this year has brought with it. Speaking our values. Caoimhe Gaskin, Editor.
Help Scout
NOVEMBER 27, 2018
Here’s how we address them at Help Scout. At Help Scout, we acknowledge this by encouraging people to “assume miscommunication over malice.” Assuming miscommunication over malice is especially helpful on a culturally diverse team. Text-first communication can lead to breakdowns in understanding and productivity.
CX Journey
APRIL 26, 2016
Done right, though, journey maps are powerful tools to help you understand the customer experience, identify painpoints and moments of truth, and prioritize redesign elements that matter most to the customer. So I was thrilled to work with GMC Software to co-author a whitepaper titled " Don't Waste Your Time with Journey Maps."
Shep Hyken
AUGUST 23, 2021
From your user’s perspective, your content (whether through a support team or self-help content) either serves to communicate value, or add confusion. Does our content communicate clear, helpful answers to people searching for it?”. Ask yourself; “Does our support team communicate solutions well to customers?
DMG Consulting
JANUARY 2, 2018
Scouting Report: Speech Analytics Enters Its Next Act — Maturity. They concentrate on identifying keywords and even some key phrases and might come with charts or dashboards to help users find some basic word and phrase patterns. 12/21/2017. By Donna Fluss. View this document on the publisher’s website.
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