Profile

Cover photo
Gregory Ciotti
Works at Help Scout
Lives in United States
3,479 followers
AboutPosts

Stream

Gregory Ciotti

Shared publicly  - 
 
Treating user onboarding as a shippable feature is fundamentally the same as saying, “We’re finally going to ship Support in Q2. We really think we nailed it this time!”

So. True.

http://www.helpscout.net/blog/onboarding-new-users/
I've spoken to many companies about their onboarding experiences, and I often hear them enthusiastically tell me that they finally got onboarding on their roadmap and plan to roll it out soon. I cringe a bit when I hear this. Weird, right? For someone who is way into user onboarding, ...
2
 
The mission at Help Scout is to help provide better customer experiences. Tools and training, not one or the other.

http://www.helpscout.net/blog/company-blog/
Writing is valuable. You give voice to your team, help to your customers, and benefit by getting thoughts to page: writing doesn't just transfer ideas, it creates them. At Help Scout, we've always viewed “content” as another avenue to help customers get the results they need.
2
1
Mumba Cloud's profile photo

Gregory Ciotti

Shared publicly  - 
 
Movement always ends up beating meditation. There's a ceiling to learning that can only be overcome by doing.
1

Gregory Ciotti

Shared publicly  - 
 
When done right, consistency cultivates something that’s repeatable, not repetitive.

http://www.sparringmind.com/benefits-of-consistency/
6

Gregory Ciotti

Shared publicly  - 
 
Academic writing in a nutshell.

Writing is valuable, so remember folks: Brevity. Soul. Wit.

http://www.gregoryciotti.com/business-writing-tips/
28
6
Cece Bardenpratt's profile photoDaniel Rhyne's profile photo
 
Even great data cannot guarantee good decision-making; without context, data is meaningless. Your support department starts to look a lot like a decrepit 80’s arcade if “high scores” become the measure of success.
Even great data cannot guarantee good decision-making; without context, data is meaningless. True for many metrics within a company, but also true for the behavior of its employees. Specifically, your support department starts to look a lot like a decrepit 80's arcade if “high scores” become the ...
6
Have him in circles
3,479 people
David Wagner's profile photo
Pam Aungst's profile photo
Sébastien Cochard's profile photo
Jared Kimball's profile photo
Murray Hofmeyr's profile photo
Kirsten Martin's profile photo
Tim Mullen's profile photo
Grant Wickes's profile photo
Jhon T (Exanime)'s profile photo

Gregory Ciotti

Shared publicly  - 
 
Three years at Help Scout has led to many conversations with talented support managers. In this time, I’ve noticed recurring traits that all of the best teams seem to have in common. Here are the 15 things your team must cultivate on the road to world-class service.
Kind words are worth much and cost little. This creates opportunity: when you can't out-spend the competition, the solution is to out-support them. When customer support is given the credence it deserves, only then do companies get to see what “word of mouth” is all about.
1
1
Tom Southern's profile photo
 
5 hidden dangers of a fast-growing blog

1. You'll hit a publishing plateau (and be forced to publish more)
2. You'll outgrow your previous design
3. You'll run out of time to do the work required for insight (see #1)
4. You'll underestimate the commitment to guest authors
5. You'll lose track of your writing's direction

Help Scout hit 2 million visitors last year, and I'll be making sure we avoid these pitfalls.

http://www.gregoryciotti.com/growing-company-blog/
Are you making these common mistakes running your company's blog?
2
1
Ryan Hanley's profile photo

Gregory Ciotti

Shared publicly  - 
 
Help Scout saw some major product improvements this year. The Help Scout blog also saw 2 million unique visitors:

http://www.helpscout.net/blog/2014-help-scout-review/
What a busy year it has been at Help Scout! We launched a ton of new features, doubled the team headcount, and published more than 50 original essays right here on the blog. It is my hope that you, our customers and readers, were the primary benefactors of the work.
1

Gregory Ciotti

Shared publicly  - 
 
While Gmail is a solid personal inbox, using it for customer support is setting yourself up for failure! Don't get caught in the trap of "it works for now..."

http://www.helpscout.net/blog/shared-email/
6

Gregory Ciotti

Shared publicly  - 
 
Normally wouldn't share this, but so flattering to see universally positive reviews for a product you work hard on!

https://www.g2crowd.com/products/help-scout/reviews
3

Gregory Ciotti

Shared publicly  - 
 
Compounding interest produces the most meaningful results, not individual swings.

Why then, has the world become obsessed with “lifehacks?”
Compounding interest produces the most meaningful results, not individual swings. Why then, has the world become obsessed with “lifehacks?” Partly because a small selection of shortcuts are useful and meaningful. But also because businesses know that we are drawn to the illusion of progress. I’ve often joked that Men’s Health has given up on writing headlines because they
3
1
Karolyn Ortega's profile photo
People
Have him in circles
3,479 people
David Wagner's profile photo
Pam Aungst's profile photo
Sébastien Cochard's profile photo
Jared Kimball's profile photo
Murray Hofmeyr's profile photo
Kirsten Martin's profile photo
Tim Mullen's profile photo
Grant Wickes's profile photo
Jhon T (Exanime)'s profile photo
Work
Occupation
Marketing
Skills
Cooking up crazy mad delights.
Employment
  • Help Scout
    2012 - present
Basic Information
Gender
Male
Story
Tagline
Dropping science like a kid from Catholic school.
Introduction
Gregory Ciotti
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
United States
Links
Other profiles
Contributor to