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Blog Author

Thomas Hils

Thomas is a 10+ year veteran of the customer support space at companies like Zapier, Coda, and CoinTracker. He’s the founder of CX consultancy Silience Group and Head of Support at Replo.

Posts by Thomas

7 Ways To Improve Your Customer Service Response Times
Customer Service
7 Ways To Improve Your Customer Service Response Times
Multilingual Customer Support: Methods and Best Practices
Customer Service
Multilingual Customer Support: Methods and Best Practices
The Ultimate Guide to SaaS Customer Support in 2026
Customer Service
The Ultimate Guide to SaaS Customer Support in 2026
The Top 10 Benefits of Chatbots in Customer Service
Customer Service
The Top 10 Benefits of Chatbots in Customer Service
The 13 Best Knowledge Base Software (Free & Paid Options)
Customer Service
The 13 Best Knowledge Base Software (Free & Paid Options)
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Growth & Culture

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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
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Customer Service

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How to Get Started With Multichannel Customer Support
Customer Service
How to Get Started With Multichannel Customer Support
Help Scout vs. Gorgias: A Deep-Dive Comparison
Customer Service
Help Scout vs. Gorgias: A Deep-Dive Comparison
26 Support Tips For 2026
The Supportive
26 Support Tips For 2026
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Product

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Live Event
How to Improve AI Replies with Every Conversation
Product
How to Improve AI Replies with Every Conversation
Live Event
How Devpost Tailors AI Answers to Match Their Support Style
Product
How Devpost Tailors AI Answers to Match Their Support Style
Bring Calls and SMS Into Help Scout With Aircall
Product
Bring Calls and SMS Into Help Scout With Aircall
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