Mathew Patterson
Help Scout
Sydney, NSW, Australia
Contact Mathew
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Past articles by Mathew:
Customer Support Operations
Understand the role of Customer Support Operations in scaling up a customer service team, and learn the responsibilities and skills required to succeed in the role. → Read More
Terrifying Tales of Spooky Support
It’s a Help Scout (Howl Scout? Help Scour?) Halloween special! We know you’re not afraid of anything, but even the most hardened customer service professional isn’t immune from a scary support situation now and again. Be sure to let us know your own scariest support scenario in the comments below! “Interview With a Support Vampire” I need answers. I desire … clarity. I must be heard. I must —… → Read More
The Right Way to Consolidate Your Customer Support Tools
A guide to thoughtfully reducing the number of separate tools your company uses to create and manage the customer service experience, and why it matters. → Read More
AI, Curiosity, and the Future of Human Customer Service
When AI can answer (some) customer questions, what is the role of humans in support? The answer is bringing human curiosity back into service. → Read More
Top 6 Live Chat Support Skills for Email Support Pros
Effective one-on-one meetings are a powerful tool for building strong, effective support teams. Here’s how to do it right. → Read More
How Cards Against Humanity Maintains Personality While Scaling Support
Cards Against Humanity is a small company with a strong personality and a lot of passionate customers. Discover how their support team scales up while maintaining quality and a clear voice. → Read More
Smooth Moves: Migrating a Customer Query Between Support Channels
How to smoothly move a conversation from one channel to another without upsetting your customer. → Read More
How MailChimp Bridges the Gap Between Support and Product
Over time, though, most business roles become increasingly specialized, and maintaining close contact with the customer takes deliberate effort. At MailChimp, product teams relied on Technical… → Read More
12 Step Guide to Choosing the Best Help Desk Software in 2018
Choosing help desk software can feel like a daunting task. This guide will help you pick the right one for your company. → Read More
Customer Service and Support Reporting Examples
If you’re creating new customer service reports or updating existing ones, these example reports will improve the way you present your impact on the business. → Read More
6 Tips for Mastering Customer Service During the Holiday Rush
Be proactive and make a plan before the holiday rush hits, and you’ll be ready to provide great customer service, no matter what challenges come your way. → Read More
Why Support Teams Must Stake a Claim to Revenue
Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate. → Read More
The Real Recipe for Customer Service
True customer focus requires the involvement of the whole team, not just support. Support-driven growth is the path to greater customer experiences. → Read More
Help Document Design for Non-Designers
Simple design principles to make your help documentation clearer, more scannable and more effective. → Read More
Why Knowledge Bases Matter
You can provide great customer service without a help desk, but nothing replaces a well-written and architected knowledge base. → Read More
How Campaign Monitor Redesigned Their Knowledge Base
When you're managing a knowledge base, writing great content is only part of the job. Producing a successful knowledge base means acquiring a whole set of new skills. → Read More
Revamp your knowledge base architecture
Redesign your knowledge base and create a better customer experience. → Read More
Outsourcing Support the Right Way
Have you dismissed outsourcing for customer support? Learn how outsourcing could help you take your service to new heights. → Read More
8 Best Practices for Designing a Helpful Contact Page
Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right. → Read More
How to Apologize: 5 Elements of a Successful ‘I’m Sorry’
The ability to apologize effectively is a customer service superpower, and you don’t even need to be bitten by a radioactive animal to develop it. → Read More