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What is #FreeToHelp?

#FreeToHelp is a project by Jenny Dempsey and Leslie O’Flahavan, two customer service experts who believe that great service can only happen when frontline agents are #FreeToHelp their customers.


We believe most frontline agents are extraordinarily willing to help, but they’re often prevented from giving great service by rigid policies, stern managers, bad software, and ridiculous expectations.


We want to capture the wisdom of customer service agents who speak with or write to customers all day, every day. We want to know what frontline agents wish they were allowed to do to help customers, so we can help managers think openly about empowering agents.


We are on a mission to figure out how customer care organizations can stop getting in the way of frontline agents and trust them enough so they’re truly #FreeToHelp.

You're the Best Part of the #FreeToHelp Project

We're building a #FreeToHelp community, and you are the best part of it! Please join us. Here's how to get involved:

  • Take our #FreeToHelp survey. It's only 11 questions. We'll be glad to share the survey results on our blog.

  • Follow us on Twitter. When it comes to #FreeToHelp, we've got trending on our minds.

  • Read our blog. We'll be writing about whether customer service agents are empowered to be #FreeToHelp or prevented from it. We'd love to feature your #FreeToHelp story. Contact us, so we can write about you and your company.

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