Customer Support Insights
Expert guides, tips, and best practices to help you deliver exceptional customer support and scale your team efficiently.
Email Support Best Practices: Templates, Response Times, and Automation
Despite the rise of chat and messaging, email remains a primary customer support channel. It's the default for formal communication, detaile
Live Chat vs. Messaging: Why Asynchronous Support is Winning
Customer support has two models for real-time-ish communication: live chat and messaging. They seem similar—both are text-based, both faster
How to Set Up Automated Workflows That Actually Save Time
Support teams spend enormous time on repetitive tasks: routing tickets, tagging conversations, sending follow-ups, escalating breaching SLAs
Scaling Customer Support: When to Hire vs. When to Automate
Your support volume is growing. Customers are waiting too long. Agents are overwhelmed. You need to scale. But how? The traditional answer
Why HelpLane is the Perfect Solution for Growing SaaS Customer Support Teams
If you're running a SaaS company, you know that customer support can make or break your business. As your user base expands, so do the chall
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