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. Customer satisfaction.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. After all, while metrics help us measure the impact of our work, they only support a narrative. Joining me today are: Macrina Sheridan , Director of Global Frontline Support at Aircall. Short on time?

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

Andreessen Horowitz

MARCH 21, 2024

On a much smaller scale, we’ve also started to see some leaders deploying their genAI budget against headcount savings, particularly in customer service. One company cited saving ~$6 for each call served by their LLM-powered customer service—for a total of ~90% cost savings—as a reason to increase their investment in genAI eightfold.

Generative AI 145

Generative AI AI Enterprise Artificial Intelligence 145

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. 3/ Mythbuster: Customer Success Manager coverage ratio. Is your headcount staying flat next year?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Totango

MAY 7, 2024

That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. If Sales co-owns NRR, they are disincentivized to oversell to customers who will be more likely to churn, thus making CS’s job far easier. This doesn’t just provide a useful shared goal.

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97

Kellblog

JANUARY 2, 2024

Per LinkedIn , headcount is up 240% over the past two years. They support a wide variety of use-cases that go well beyond data apps. They’ve also expanded the personas they support. And we’ve not even discussed customer success, customer support (e.g., They’re my funnel for filling AE headcount.

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61