The Supportive

Insights, advice, support, and entertainment for people who know that customer support is about so much more than answering questions.

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Let's call a bot a bot
The Supportive

Let's call a bot a bot

Author Douglas Adams’ three rules on technology from back in the 1980s remain true, and they apply equally to today's AI chatbots. Mat argues for transparency and setting realistic expectations for the AI machines we want to help us.

Emergency Response Tips for Support Pros
The Supportive
Emergency Response Tips for Support Pros
Season 2 Episode 03: Wistia
The Supportive
Season 2 Episode 03: Wistia
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Customer Service

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How to Shave Hours off Response Time With AI Answers
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How to Shave Hours off Response Time With AI Answers
Let's call a bot a bot
The Supportive
Let's call a bot a bot
Creating a Great Customer Self-Service Experience in 2026
Customer Service
Creating a Great Customer Self-Service Experience in 2026
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Growth & Culture

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Help Scout Unscripted: Broken Bones
Growth & Culture
Help Scout Unscripted: Broken Bones
Help Scout Unscripted: TV Shows
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Help Scout Unscripted: TV Shows
How to Build a Great Remote Company Culture
Growth & Culture
How to Build a Great Remote Company Culture
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Product

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Live Event
How to Shave Hours off Response Time With AI Answers
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How to Shave Hours off Response Time With AI Answers
Principled Building: How We Approach AI at Help Scout
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Principled Building: How We Approach AI at Help Scout
06:04
Help Scout's 2025 Fall Seasonal Release
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Help Scout's 2025 Fall Seasonal Release
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Editor’s Picks

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Museum of Customer Support: The World's Oldest Complaint Letter
The Supportive
Museum of Customer Support: The World's Oldest Complaint Letter
Between Two Borgs
The Supportive
Between Two Borgs
A Love Letter to Social Media Customer Service Pros
The Supportive
A Love Letter to Social Media Customer Service Pros

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