Blog Author

Emily Byford

Emily is a B2B SaaS content marketer. When she’s not writing, she loves cooking and is a keen (indoor!) rock climber. Find her on Twitter or at ek-byford.com.

Posts by Emily

Customer Onboarding: Steps, Examples, and Best Practices

Customer Service

Customer Onboarding: Steps, Examples, and Best Practices

SaaS Customer Success: Key Roles, Strategies, and Tools

Customer Service

SaaS Customer Success: Key Roles, Strategies, and Tools

Creating a Customer Success Journey Map in 6 Steps

Customer Service

Creating a Customer Success Journey Map in 6 Steps

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Customer Service

The 7 Best Ecommerce Help Desks for Customer Support

Customer Service

The 7 Best Ecommerce Help Desks for Customer Support

21 Customer Service Training Ideas, Courses, & Resources

Customer Service

21 Customer Service Training Ideas, Courses, & Resources

Overcoming the Cost-Center Stigma of Customer Support

Customer Service

Overcoming the Cost-Center Stigma of Customer Support

Growth & Culture

Remote Work: It’s About More Than Skipping the Commute

Growth & Culture

Remote Work: It’s About More Than Skipping the Commute

Help Scout Unscripted: Relaxation

Growth & Culture

Help Scout Unscripted: Relaxation

Help Scout Unscripted: Broken Bones

Growth & Culture

Help Scout Unscripted: Broken Bones

Product

Introducing AI Agents: A More Intuitive Way To Manage AI Answers

Introducing AI Agents: A More Intuitive Way To Manage AI Answers

How to Report AI Support Outcomes & Get Leadership Buy-in

How to Report AI Support Outcomes & Get Leadership Buy-in

Introducing WhatsApp Support in Help Scout

Introducing WhatsApp Support in Help Scout

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