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In our first CX Spotlight episode, we spoke with Mathew Patterson about how Help Scout creates excellent experiences for their users, their users’ customers, and for the Help Scout team themselves.
Mathew Patterson
Help Scout
Business type: Customer service messaging platform.
Business HQ: Fully remote, office in Boston, MA.
Show Outline
- (1:30) Introduction to Mathew Patterson.
- (3:49) Introduction to Help Scout.
- (6:35) What’s your origin story/ background leading up to joining Help Scout?
- (16:00) In your opinion, what are the characteristics of a good customer experience today?
- (23:52) How does Help Scout create excellent experiences for their clients?
- (33:00) How does Help Scout help companies create an excellent experience for their customers?
- (38:07) How does Help Scout create excellent experiences for their team members?
- (42:49) Emotions and the “human” element are powerful influencers of behavior, how can e-commerce businesses improve the human/emotional element in a virtual setting?
- (48:22) Where can our audience go to connect with you or learn more about you and Help Scout?
Show Links
- Mathew on Twitter: @mrpatto
- https://www.helpscout.com/classes/ – regular live walkthroughs with a chance to ask questions, perfect way to get a really quick, effective overview
- Sign up for education at https://www.helpscout.com/classes/
- Mathew’s article, “The 5 People You Meet In Support.“
- Mathew’s book, “Create Stunning HTML Email That Just Works.“
- Try Help Scout for free and get a $50 credit with our special link!: https://www.sellersmile.com/helpscout
