Intercom, Inc.

OCTOBER 7, 2020

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money.

Customer Support 196

Customer Support Investment Scale Retention 196

Buffer Resources

FEBRUARY 9, 2024

How can we keep creating a unique customer support experience even as we get an increasing number of messages from customers?   Delivering exceptional customer support has always been at the core of Buffer’s mission. This is a question that is always on my mind. 

Customer Support 85

Customer Support Software Review Software Social Media 85

Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team.

Scale 156

Scale Customer Support Scaling Headcount 156

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Resolution Time.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Support 223

Customer Support Trends Scale Scaling 223

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

Scale 129

Scale Customer Support Scaling Headcount 129

Buffer Resources

JANUARY 27, 2023

years at Buffer as a Customer Advocate is how can we use empathy effectively to enhance the customer support experience? "The " —Customer feedback (February 2022) Empathy has incredible power in the customer support experience. Something I’ve come to wonder after 3.5

Customer Support 124

Customer Support Technical Review Communication Technology 124

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

User Pilot

JUNE 30, 2023

Luckily, Userpilot’s resource center editor gives you full control and lots of fantastic options to choose from. In this article, we’re going to examine Userpilot’s resource center editor in depth. Here’s how to use it to drastically change and improve your support offering.

Software Review 95

Software Review Technical Review Engagement Pricing 95

TechEmpower SaaS

MARCH 4, 2024

AI chatbots are increasingly capable of handling tasks traditionally performed by inside sales reps, such as initial customer contact, basic inquiries, and lead qualification. This shift allows business to reallocate human resources to more complex and strategic roles, or eliminate those positions entirely.

Generative AI 443

Generative AI AI CTO Hire Sales Recruiting 443

Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. How are other customer-centric support teams measuring the impact of conversational support? Proactive support is on the rise.

Customer Support 129

Customer Support Scale Underperforming Technical Team Metrics 129

Intercom, Inc.

AUGUST 27, 2018

As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. It may seem overwhelming to bring them up to speed on every aspect of your product, workflow, resources, company voice and common customer questions.

Customer Support 141

Customer Support Technical Review Onboarding Engineering 141

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 105

Customer Support Customer Success Construction Churn 105

SaaStr

NOVEMBER 6, 2020

The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. I spent some time answering customer support calls this week, getting a better sense of what our customers are experiencing… pic.twitter.com/VEAhXkpT6A. I guarantee it.

VP of Engineering 214

VP of Engineering Customer Support PayPal Healthcare 214

Intercom, Inc.

OCTOBER 16, 2018

When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. They are one part of a much larger story, but how well do they capture those key soft skills that great customer support requires? But KPIs carry the risk of seeming impersonal.

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

Natalia Luneva

DECEMBER 3, 2020

Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS product. . Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011. . The Customer Support Handbook. . .

Customer Support 91

Customer Support Technical Advisors Outsourcing Services SaaS 91

User Pilot

APRIL 21, 2024

In this guide, we will provide you with the steps you need to lower your support tickets and improve customer support ! TL;DR You should know how to reduce support ticket volume to prevent customers from churning due to a poor support experience. This will only lower their productivity and lead to burnout.

Strategy 99

Strategy Customer Support SaaS Technical Review 99

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. The roles they play.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Customer Success Sales Hiring Transportation 67

User Pilot

APRIL 10, 2024

Knowledge bases offer lots of benefits, including improved customer satisfaction , reduced load of customer support agents , and improved self-service support. Your knowledge base should include articles, FAQs, checklists, video tutorials , links to customer support agents, product releases, and feedback widgets.

Software Review 88

Software Review AI Search SaaS Technical Review 88

Intercom, Inc.

AUGUST 11, 2022

10Today, retaining customers is more valuable than acquiring new customers. But facing economic uncertainty coupled with fewer resources, support teams need to work smarter, not harder to increase loyalty. When it comes to support, context is king. Declan Ivory, VP of Customer Support at Intercom.

Headcount 237

Headcount Customer Support Strategy Branding 237

Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. The stress of these increased expectations is weighing on customer service reps. 6 tips for creating a great customer support experience during the holidays.

Headcount 195

Headcount Customer Support Scale AI 195

SaaStr

JULY 13, 2022

4: Head of Customer Support — a veteran. This made our customers 50x happier, and I didn’t have to force everyone in the company to take so many shifts in support to help out the untrained resource(s) i had staffing it before. #5: I can’t believe I waited so lon g. 5: VP of Sales at $1.5m

Sales Hiring 252

Sales Hiring Product Marketing Scale Marketing 252

Intercom, Inc.

MAY 26, 2022

In order to gather the data necessary for this equation, you should ensure you’re recording how often customers’ queries are being responded to on the first contact, and how many queries you’re receiving overall. . One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved.

Customer Support 210

Customer Support Metrics Churn Communication 210

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Challenge #1: Limited team bandwidth, resources, and budget.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 84

Customer Support SaaS AI Search Software Review 84

User Pilot

JANUARY 12, 2023

How a tool like Userpilot can help you build self-service support resources, code-free. TLDR; After-hours support is customer support provided outside of normal business hours, such as at night, during the weekend, or during holidays. To provide after-hours support, start by building a self-service knowledge base.

Outsourcing Services 91

Outsourcing Services SaaS Customer Support Software Review 91

User Pilot

JANUARY 22, 2024

Customer success is a more proactive and holistic approach than customer support, customer service , or account management. A high-touch customer success model is highly personalized and requires a lot of direct interactions with the customers.

Customer Success 88

Customer Success Sales Hiring Scale SaaS 88

User Pilot

JUNE 29, 2023

Userpilot is a powerful platform that makes it simple to create resource centers, contextually relevant guides, and more. Reduces the burden on the customer support team Top quality end-user documentation will drastically reduce the burden on your support team. What is user documentation? Knowledge base. Release notes.

Management 90

Management Technical Review Software Review Customer Support 90

User Pilot

APRIL 22, 2024

It’s often done to guide product planning , enhance account expansion , and optimize self-serve customer support channels. Ensure better resource allocation. User reviews are a valuable resource for understanding your competitors’ products, so be sure to also visit G2 and Capterra. Increase user retention.

Underperforming Technical Team 87

Underperforming Technical Team Software Review User Experience Retention 87

User Pilot

JULY 24, 2023

Are you looking for Zendesk integrations to boost the efficiency of your self-service customer support? The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it!

Marketplace as a Service 84

Marketplace as a Service AI Search Social Media Customer Support 84

Intercom, Inc.

APRIL 5, 2022

When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. Phone support has been carrying that personal touch for support teams for decades.

Software Review 209

Software Review Customer Support Scaling Consulting 209

User Pilot

NOVEMBER 13, 2023

Sales enablement focuses on equipping your sales team with essential resources to help improve customer acquisition. Here are some tried-and-tested best practices for customer enablement: 1. Introduce personalized onboarding to guide and educate customers from the get-go. What is customer enablement?

B2B 97

B2B Sales Enablement Onboarding Retention 97

SmartKarrot

APRIL 20, 2023

Well, you are in for luck as there are numerous resources available to help you in scaling your customer success initiatives and that too with a lot of efficiency. This blog post will explore six highly-valuable resources to help you take your customer success strategy to the next level.

Scale 19

Scale Customer Success Scaling Underperforming Technical Team 19

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Scale 223

Scale Leadership Customer Support Healthcare 223

Intercom, Inc.

AUGUST 13, 2019

It works best when customers need answers to recurring straightforward questions, status updates, or help finding a specific resource. One of the most popular automated support options here at Intercom is chatbots. Our bots use AI to provide customers with links to existing resources, like knowledge base articles and FAQs.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279