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, ...
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.
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.
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.
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.