Benchmarks Customer Support Underperforming Technical Team 
SaaStr
APRIL 4, 2025
Companies can meet stringent quality requirements at a fraction of the cost of in-house teams, while accelerating their AI initiatives. Agentin: Autonomous Agents for Customer Support What They Do : Agentin has built an autonomous agent platform that handles complex customer support workflows from end-to-end without human intervention.
Intercom, Inc.
DECEMBER 8, 2020
But with so much data to consider, how can you define the help desk metrics that matter for your team? Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster. 12 help desk metrics to track for more effective customer support.
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Intercom, Inc.
JUNE 8, 2021
Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.
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. Together, we surveyed hundreds of CX professionals, team leads, managers, and executives to get a deeper understanding of how they measure and improve support quality.
Tom Tunguz
NOVEMBER 16, 2014
This post is part of a continuing series evaluating the S-1s of publicly traded SaaS companies in order to better understand the core business and build a library of benchmarks that might be useful to founders. New Relic processes this data and provides interactive reports to identify underperforming code.
Intercom, Inc.
OCTOBER 26, 2018
Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. The role of customer success teams.
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. Declan Ivory , VP of Customer Support at Intercom. Martin Kõiva , Founder & CEO of Klaus. Short on time?
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