Tag Archives: Scouts

Each year, Support Driven and Help Scout team up to survey customer support professionals about what they earn relative to their experience, company size, location, gender, and other factors. We then analyze that survey data and publish this study. Over the years, the customer support salary study has become an indispensable data point in a broader and evolving discussion about …

Last month, Help Scout released our shiny, new Brand Handbook into the wild! The handbook is an important brand expression for Help Scout, both as a tactical tool kit for talking about our brand, and as a piece that expresses how the values we hold as a company come to life. In the early stages of designing our Brand Handbook, Help Scout’s …

One thing high-performance teams do well is distribute authority — they have a clear system that specifies how decisions are made, and it enables the team to move quickly. Does making a small copy change require approval from five people? Or do processes exist that empower a single person to make a change and ship it? While it seems clear …

When our first ever remote retreat came to a close, I was surprised to feel the same curious combination of exhaustion, inspiration, and energy I typically feel at the end of an in-person retreat. It seemed that with only 10 days to plan, and in the midst of a global pandemic, we had pulled it off. While we love being …

Join us in celebrating the businesses and individuals delivering exceptional customer experiences. Customer happiness is the lifeblood of any business. This year, we decided to take a data-driven approach to identifying the top companies in B2B, B2C, and ecommerce that are delivering memorable support. Using the Help Scout Happiness Score, we selected companies answering multiple support inquiries every day for …

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 160 people across 75 cities around the world — so our hiring process has to be aligned with our remote culture. …

Join us in celebrating the businesses delivering exceptional customer experiences. Customer happiness is the lifeblood of any business. This year, we decided to take a data-driven approach to identifying the top companies in B2B, B2C, and Ecommerce delivering memorable support. Using the Help Scout Happiness Score, we selected companies who had over 500+ responded tickets in the last year as …

Welcome to all Experience This! podcast listeners. Here you will find all the links, articles, images, and other resources relating to the Conversation Corner segments featuring Help Scout’s Mat Patterson. As each episode is published, this page will update with the latest content. Did you know? 80% of Help Scout customers with 10 or more staff using our support software …

When we started Help Scout, I don’t remember any of us making a conscious decision to build a fully remote company. It was more of a survival strategy. One of my co-founders needed to work from Nashville for the first year or so. Then, some of the most important early hires we made wouldn’t have joined our team unless they …

The introduction of automated teller machines (ATMs) did not result in bank tellers losing their jobs. In fact, new teller roles were created at a faster rate than the overall labor market grew in the same period. Artificial intelligence is a much broader set of technologies than ATMs require, and its full impact is unpredictable, but we do know it …