Inside HelpSpot

Making sure that nothing falls through the cracks while staff are out of the office can be complicated. HelpSpot includes tools that can make this task easier for you and clearer to your customers.

Communicating clearly with customers can be challenging especially if your support delves into technical details of your product. Here are a 5 tips that you can use to get your point across.

By now, you’ve heard how bad customer service can cost businesses billions of dollars each year. You’ve probably heard that bad customer service is a leading reason why customers take their business to competitors. You’ve definitely heard that the customer is always right. So… we’re not going to talk about all of those points anymore.

Keyboard shortcuts can be an incredible time saver. This quick guide will show you some common shortcuts that can speed up your workflow in HelpSpot.

Follow this guide to learn 5 filter recipes to speed up your workflow and make your team more efficient.

Request follow-up is a critical part of creating happy and satisfied support customers. We've compiled a few techniques that will help you be smarter about how you follow-up with your customers.

Some larger organizations may want to split their inbox up into multiple "inboxes" based on what team should be handling the request. Team members can then "take" requests from their specific team inbox without having to sort through unrelated requests. This type of configuration is possible in HelpSpot through the use of HelpSpot's powerful filter system.

HelpSpot has many different channels to receive new requests. Email, API Request, Widgets and Forms on the support portal. Email is a great way to quickly collect requests. However, sometimes you would like customers to included more detailed information about their requests. This can be achieved through customizing forms on your support portal.

A bit of a geeky new feature in HelpSpot version 4 is webhooks. Webhooks are a great way to help connect your HelpSpot installation to other systems.

Let's look at how we can send survey's to requests after they're closed

Equipping your agents with all the information they need to answer support is important. This not only includes seeing customers past requests, but also being able to view items like their co-workers, purchase history, and even the company they work for.

Let's take a look at some of the more overlooked but incredibly useful features.

I've found that most customers think of the "Response" feature to be standard "canned email replies". In reality, they do much more than that and can assist you in a speedy and efficient workflow.

HelpSpot offers a number of ways to manage your email signatures. Depending on the needs of your organization, these may be used individually or in combination.

A word of warning up front. Custom where conditions are an advanced feature and potentially dangerous to your installation if not used properly. So let's learn how to use them!

Have you ever searched for a request, but just couldn't find it? You knew the words used in the request, but no matter what variation you tried, your search came up dry! We certainly did, and so we set out to improve search in HelpSpot.

Over the last decade of developing HelpSpot, we've added a number of ways to automate the system. Automation lets you work faster, get the right tickets to the right people at the right time, and can remove some of the manual aspects of working customer support.

Most of the customer support we do these days takes place through email. While email has many amazing traits, properly conveying meanings and emotions is certainly not one of them.

Categories are the basic building blocks used to organize your help desk. Choosing the wrong categorization strategy will have repercussions throughout your help desk, from inefficiencies in assigning requests to inability to accurately report on the types of requests you’re receiving.