helpu customer-service-books 
Help Scout
APRIL 16, 2019
Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. By contrast, online service is quite new. Lack of responsiveness.
Help Scout
DECEMBER 18, 2018
The problem with following best practices, however — as Jay Acunzo writes in his excellent new book, Break the Wheel — is that “Just because something is the most common approach doesn’t mean it’s the best approach for us.” We also wanted potential customers to know we were developing a chat product. Some tools just work.
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