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Founder success stories were getting boring.
We don’t hear enough about their failures, pivots, and resilience.
So we're sharing stories about the many different, winding, difficult paths to growth.
Explore issue #2 of #IntheWorks — now live ⤵️
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We're thrilled to announce the winners of the first ever Help Scout Customer Service Awards 🎉
Congratulations to all of this year's winners and keep up the great work!
#helpscoutawards
hlp.sc/awards
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Say hello to Help Scout’s new look! Our brand has evolved, but our mission stays the same: hlp.sc/2cll3bu 🚀
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🆕 Help Scout for iPhone—collaborate with your team and support your customers on the go: hlp.sc/23btgo9
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10 Ways to Become a More Confident Person (Infographic) hlp.sc/1FkLLNU via @Entrepreneur @LaShandrow
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#sotuesday to our compadres @buffer - The new Respond (aka @getrespond) has upped the delightfulness factor on managing social support 💖
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No one's born knowing how to effectively manage people. Good news: it's a skill that can be learned. hlp.sc/1NkipfP ~ @Entrepreneur
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Illustrator Alice Lee working hard on Help Scout's new 404 page. This is 4-5 hours of work sped up to a few seconds for your enjoyment! 🐶
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Ahhhhhh we are in AWE over here!! The @Engagio team used a webhook + smart plug to make holiday lights flash in their office every time they close a conversation in Help Scout!!! 😭🎄💝⚡️🎅💡🥰
#ItsLit #CustServ #HappyHolidays #webhook #smartplug #WeLoveOurCustomers #obsessed
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Support isn’t about always being right, it’s about always being willing to make it right: hlp.sc/1apOzXm
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Hiring a talented support team is hard. Our free 40-page handbook will help make it easier: hlp.sc/1OlFwIU
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13 Ways to Show Customers You Love Them hlp.sc/1Ocf6de via @Entrepreneur
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🎉 We'd like to formally introduce you to our new #CustServ education platform: #HelpU! Get ready to explore 🙌 hlp.sc/2yGxxsI
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Authenticity is tricky to define, but unmistakable when you see it.
We saw it in the founders we interviewed for our 3rd issue of #IntheWorks.
Here are stories to inspire you to build a business you can be proud of 👇
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When you’re pioneering in your space and growing fast, it can be hard to maintain quality customer service. Hear how the team @paystack does it. 💚
hlp.sc/2xIYvhz
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10 Mistakes to Avoid When Starting an Online Business hlp.sc/1ODxsro by @CarolynSSun via @Entrepreneur
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Infographic: The person talking to the customer is the most important employee in your company hlp.sc/1NZBk4z via @Entrepreneur
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Help Scout for #Android has officially landed! Stay connected with your customers on the move: hlp.sc/2lc0PrM
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Huge shoutout to the folks at @focuslabllc for their incredible work on our new logo animations! hlp.sc/2cpxXGj
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9 Things You Need to Know to Give Millennials Great Customer Service hlp.sc/1P1bIo1 by @johnrampton via @Entrepreneur
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Need tips on launching that #remote career? Shout outs to @weworkremotely @remote_ok and @remotiveio: hlp.sc/2sB5Kqv #DigitalNomad
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We teamed with @supportdriven on a salary calculator to find out what fair pay means in support. Check at helpscout.net/supconf #supconf
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Said it once, we'll keep saying it: we are thrilled to add you to the team @fox! 🦊 nitter.app/fox/status/10163015271…
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3 Things Every Business Leader Should Unlearn hlp.sc/1mm42Cq via @Entrepreneur
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What it looks like when our remote team hangs out! Pakistan, Prague, Costa Rica, Canada and the US in the mix.
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“Customer service teams receive a lot of abuse, and sometimes that's considered "part of the job". That's absolute crap. The job is to provide help, not to be a spit bucket for someone else's issues." - @mrpatto
☝️ this
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It's a #CustServ takeover of our Boston headquarters! Welcoming some new faces to our #remote team ❤ #WomenInTech
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We can’t download caffeine into your brain over the internet, but we can give you episode 1 of Against The Grain, our documentary series! Discover how Death Wish Coffee brew purpose alongside profits and build a caffeinated community of super fans.
helpscout.com/atg/
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From the warm sands of Koh Samui to the frigid cold of Finland, our Help Scout family roams far ♥ Ah the joys of #remote life! #digitalnomad
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We're telling the stories of companies that have a purpose behind the profit, a mission beyond the metrics, and thrive by developing a sense of shared values. First up: @DeathWishCoffee!
Visit helpscout.com/atg/ for more.
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Are you looking to build a career in #CustomerSupport? Don't go it alone, read our free career guide ➝ hlp.sc/2eChZ0f
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5 Reasons You Should Take a Vacation With Your Entire Company hlp.sc/1Ni23s4 via @Entrepreneur
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#IntheWorks is LIVE! 🎉
Check out our new publication for mission-driven small businesses and founders. Explore:
👤 Founder stories
🌱 Growth articles
🎧 Audio interviews
📹 Videos
Click ▶️ to see what it's all about
intheworks.helpscout.com/
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We see and support our Black teammates, customers, and community. You matter. Educate, advocate, and donate: bit.ly/2ZX9T8j
#BlackLivesMatter
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Share the love (& workload) by delegating to a group of users with Teams on Help Scout Plus hlp.sc/1TnPoXP
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Merely "not being racist" is insufficient. We must commit to being actively anti-racist — to listen, to learn, and to act.
Our statement on what's happening in our country right now:
hlp.sc/3cAytyk
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When you're about to kick off a new project...🕺🎒 cc @TreeRockRiver @littlenono @jaredmcdaniel @seanehalpin @alexa_hubley
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Are you looking to build a career in #CustomerSupport? Don't go it alone, read our free career guide ➝ hlp.sc/2eChZ0f
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🆕We've been busy behind the scenes developing an even more effective way for you to deliver exceptional customer experiences. Hint: chat is involved...are you ready for it? hlp.sc/2BIvCEV
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Black history is important every day, but since it’s February, we're celebrating even more. When you clear the queue this month, you’ll find tributes to incredible black Americans throughout history, like Barbara Hillary, the 1st black woman to reach the North and South Pole.
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📽 When it comes to our #remote team, we make an effort to meet face to face whenever we can 😉 Thanks @zoom_us! hlp.sc/2szFOLX
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🆕 One thing high-performance teams do well is distribute authority ⏤ Meet ARPA, Help Scout's alternative framework to the RACI model: hlp.sc/30vkJ21 by @nickfrancis
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Closing keynote from @knowyourconpany ceo Claire Lew at #SupConf pscp.tv/w/bNC_XTF6WUViZ1JMZF…
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Attracting top talent is your greatest strength as a company—especially as a remote culture. hlp.sc/1SxMQGl #remotework
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Join our own @rvannederynen Feb. 17 at 2 p.m. ET for a webinar on strong remote cultures, hosted by @Entrepreneur: hlp.sc/23JgL3k
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Be a Team-First Manager and Watch Your Customer Service Soar hlp.sc/1LexOxa by @mpd via @Entrepreneur
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Outgrowing a brand is painful.
We’d been perceived as too earnest.
Our credibility had been questioned.
We were often referred to as underdogs.
So it was time for a change.
And now, we're excited to unveil our new and improved brand!
helpscout.com/
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It can be a tough time of year for customer service professionals. And turkeys. 🦃
helpscout.net/helpu/playlist…
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We love to see company founders appreciating the work of their customer service teams!
The heroic work that @kikiaards and her support team is doing to deliver fast answers to new HEY customers is incredible. We answered THOUSANDS of emails yesterday, and average first response was below 2 hours. Some just in minutes. So proud ✌️❤️
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Level up your support with Plus: All you love in Help Scout + more punch for growing teams hlp.sc/1SvWFWq
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Recognizing how encompassing and stressful Election Season has been, tomorrow (November 4) is a self-care day for the team at Help Scout. We're encouraging rest and relaxation. 😴🧘♀️🧘🧘♂️✌️
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Track how fast you crush bugs for VIPs. Double up on tags & save Reports with Views: bit.ly/1ISEu9Y nitter.app/helpscout/status/68478…
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🎉 WE ARE LIVE on @ProductHunt — Introducing Light Users by Help Scout!
Now you can bring your whole company closer to your customers
If you’re a current customer, share your feedback with the community!
producthunt.com/posts/light-…
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📽 When it comes to our #remote team, we make an effort to meet face to face whenever we can 😉 Thanks @zoom_us! hlp.sc/2rUohNI
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When you get a great satisfaction rating after a challenging conversation #customersupport
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🆕 Mireille Pilloud of @TEDTalks explains why support teams need a seat at the adult table: hlp.sc/29NaYVk
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On Thursdays we wear black. Or at least @nickfrancis, @Mel_A_Larsen, and @rvannederynen do... #accidentaldresscode
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Tips for working from home with kids:
1. Acknowledge reality — Every family is different, every job is different
2. Set expectations — with your manager, colleagues, children, and Yourself
3. Add the right level of structure
4. Practice self-care
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From all of us at Help Scout, thank you for enriching our lives and motivating our ambitions. Whether as customers, community contributors, or all around fabulous humans, you are what make us so grateful to get to work ❤️
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Content Strategy Lead @emilytlentz taking the stage at #MozCon to share what happened when we audited our site for inclusive language. Get her slides and resources here: hlp.sc/2XXWWq0
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It's Help Scout's 10th birthday! Learn about our history, 10 year mission, and how Help Scout users are supporting their customers in unique ways on our birthday page: helpscout.com/good-to-grow-1…
Share your Help Scout story with #HelpScout10 and we’ll plant a tree with @nature_org
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"Every time I meet with a CEO & they're looking for people ops advice in building a #remote team, their number 1 question is, 'How do you know people are working?' & I reply, 'How do you know the people in your office are working?' hlp.sc/2pddbUM @rvannederynen @owllabs
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New desk accessory or tiny pup? @JessAfterHours from @zapier and Spunky are at HQ today! #remoteworkfriends #minidog
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🆕 Mind the gap...between product and support teams! Here's how @MailChimp bridges the two worlds to make sure customers are never left in the lurch. hlp.sc/2HtgvzH #CX #CustServ #UI
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An appreciation post for the members of our team who aren't based in the US -- thanks for supporting your colleagues this week! Same goes for everyone else working at a US-based/US-centric company! 🌏 ❤️💙❤️💙🌍
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Our friends @webflow have put together this great list of business resources for companies impacted by COVID-19 hlp.sc/2yv07Pj
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"Take your highest value relationships offline." Great #customerservice advice from @wistia at #SUPCONF
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It's not often so many members our #remote team are able to get together! We're happy to welcome some new faces to the Help Scout family 😀
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Shout out to our amazing customers & the customer service teams who support them! Your dedication is inspiring ❤️ #CustomerServiceWeek
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In Customer Support, women make up:
-63% of those who do frontline support
-54% of those who manage and do some frontline support
-65% of managers
-54% of directors and other leaders
hlp.sc/2tqW6oB
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Our remote friends are already in Austin enjoying a bucket of fried chicken. Retreat begins tomorrow! #retreatyoself
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It's true, we knew all of these and we refused to tell you. But now the secret is out thanks to @jhpot and @zapier breaking The SaaS Code. Lucky for you all!
"18 work from home tips other tech companies won't tell you"
zapier.com/blog/secret-work-…
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Learnings from Episode 1 of Against the Grain featuring @DeathWishCoffee:
1️⃣ Their fans are the most passionate you'll ever see
2️⃣ A mission beyond your product is a must for brands
3️⃣ You can drink coffee in space!
Watch the full episode at: hlp.sc/coffee
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Support teams need to take care of themselves the same way they take care of customers: hlp.sc/1T0AjsS
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🚨Product Announcement: major updates to Help Scout Messages! Take your proactive support to the next level with targeted Messages.
👉 Swipe to see what you can do with Messages.
Read the announcement ⤵️
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See how @grabCAD, @vhxtv, @tattly, & @timbuk2 use Help Scout to love their customers: hlp.sc/23rWEcr
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“A customer is not a transaction or account number. A customer is a human being.” — @Hyken
More on human-centered #CustServ & #CX: hlp.sc/2EYchzz
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🆕 Dealing with rude customers is a fact of life in #CustServ. Here are the best ways to handle it.
hlp.sc/2I3RFpc by @wellington_liz
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Make sure you're compensating your support team fairly with this free salary study: hlp.sc/1OLqHjb
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Are your kids confused about what you do for work? Get your CEO to explain it to them.
Watch our CEO @nickfrancis explain what we do at Help Scout to @msjuliejulie's curious kiddos 👩👦👦
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Do you need to export your Reports data to Excel or CSV? We've got you covered! Get at that raw data: hlp.sc/2obvaJb #HelpDesk
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Leave the Ticket System at the DMV. Support Your Customers Through Conversations. hlp.sc/1lFgFbc via @Entrepreneur
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📣 Product Announcement: Light Users is now available in Help Scout!
Now you can bring your whole company closer to your customers.
👉 Swipe to see what you can do
🔗 Click to learn more
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Crush conversations, not candy. Support your customers on the go with our new iPhone app: hlp.sc/1T0mq0b 💌 nitter.app/helpscout/status/68955…
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We believe people should be treated equally no matter their nationality, gender, race, education, income, or any other factor — and we’re proud to support orgs that advance #HumanRights. helpscout.com/for-good/ #HelpScoutForGood #BtheChange #BCorps
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Excited to meet @mercenator and @liz_hall1 at the @Workable panel on remote work happening now. #workableideas
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Great writing moves you effortlessly through the words; reading becomes as quick as thought: hlp.sc/24xOLjy
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#Devs Attending @devoxx this week? Our #Android developer @dggonzalez is speaking on Android Architecture Blueprints hlp.sc/2fms5yi
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