Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

Intercom, Inc.

AUGUST 23, 2022

But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand.

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

NOVEMBER 4, 2020

. “By transparently informing your customers of issues, you can help them to make more informed choices and manage their expectations” You can also use Banners to communicate any known issues, again preventing your support team’s inbox from filling up with the same questions.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Intercom, Inc.

APRIL 30, 2020

During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. As the current crisis has unfolded, we’ve seen those trends emerge among our own customers as well. Proactive support has been game-changing.

Communication 188

Communication Government Trends Forecasting 188

Intercom, Inc.

NOVEMBER 24, 2020

The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit reference numbers.

Customer Support 211

Customer Support Scale Data User Experience 211

Intercom, Inc.

MAY 4, 2022

With that in mind, our new April features focus on increased and more efficient channels of communication, access to the right data to influence the way you grow and scale your business. Introducing Instagram for Support. Therefore, customer experiences should reflect that. Connect multiple Whatsapp accounts to Intercom.

Communication 205

Communication Software Review Trends Engagement 205

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 140

Customer Support Technical Review Communication Technology 140

Intercom, Inc.

JANUARY 29, 2020

When you’re on the front lines talking to customers, delivering that news successfully is imperative. As a member of our Customer Support team, I’ve experienced firsthand just how tricky rejecting a customer’s request can be. Having that line of communication means we can say no with the right level of detail.

Customer Support 284

Customer Support Communication Engineering Innovation 284

The Daily Egg

JUNE 11, 2020

Helpdesk software allows businesses and IT teams to improve the customer support process. If a customer has a problem or needs assistance, they can reach customer service representatives through a virtual helpdesk. Helpdesk software […].

Software Review 336

Software Review Software Social Media Customer Support 336

The Daily Egg

JULY 24, 2022

If you’re looking for the ideal communication management tool for customer support teams, Twilio is a great option to consider. The post Twilio Alternatives appeared first on The Daily Egg.

Customer Support 325

Customer Support Communication Management 325

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 113

Customer Support Software Review Software Social Media 113

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 102

Customer Support SaaS Software Review AI Search 102

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS Artificial Intelligence 104

User Pilot

JULY 7, 2024

Wondering which customer communication management software is ideal for enhancing customer interactions in your SaaS product? In this article, we examine what customer communications management software is and what to look out for when selecting one. HubSpot – best customer relationship management software.

Communication 105

Communication Software Review Software Management 105

User Pilot

APRIL 15, 2024

Left unaddressed, customer communication pain points can cause dissatisfaction and eventual churn. We cover: Types of customer pain points. How to identify customer pain points. Six common customer pain points. In-app support strategies to eliminate them. Better customer support. CSAT surveys.

Communication 105

Communication SaaS Payments Payment Methods Payment Solutions 105

Tom Tunguz

AUGUST 3, 2022

The lack of a native messaging protocol prevents apps from communicating with their users. Today, web3 apps communicate with users on Discord & Telegram. Products work around this limitation by linking existing communication systems to wallet addresses like email addresses, or Discord & Telegram handles.

Machine Learning 277

Machine Learning Artificial Intelligence Communication Customer Support 277

User Pilot

FEBRUARY 22, 2024

Customer communication skills are a cornerstone of any business. This guide will go over 10 best practices that will help you improve product engagement , nurture customer relationships, and increase retention rates! Personalize customer communications based on user expectations. Nurturing relationships.

Communication 105

Communication Outsourcing Services Strategy Payment Solutions 105

User Pilot

APRIL 21, 2024

Are you using in-app customer support to resolve your users’ issues faster and streamline the support process? By integrating customer support directly into your software app or website, you can: Boost user retention. Improve customer satisfaction. Why is in-app support important?

Customer Support 98

Customer Support Software Review Systems Review Mobile 98

Intercom, Inc.

JUNE 16, 2025

You satisfy your customers, but can you satisfy our curiosity? With Emily Bach, Customer Support Team Lead at Mangomint. I’m a Customer Support Team Lead at Mangomint – a SaaS company that supports businesses in the health and wellness industry. When to move fast and slow, while maintaining responsiveness.

Customer Support 104

Customer Support Leadership AI Customer Success 104

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. The first head of marketing should have a title that indicates a focus on demand generation or growth, rather than product marketing, corporate marketing, communications, or branding.

Sales Hiring 300

Sales Hiring Startup Marketing Technical Review 300

Tom Tunguz

JANUARY 23, 2020

If the buyer has a question about the software, they can audit it themselves and communicate with the authors. Slow or opaque customer support also erodes trust. Every interaction with a customer is an opportunity to engender or erode trust. This transparency builds trust. Of course, trust doesn't stop with marketing.

Software Review 279

Software Review Technical Review Software Marketing 279

SaaStr

MARCH 24, 2021

Sales terminology might feel unfamiliar, but the beautiful thing about using sales customer relationship management (CRM) software is that it provides a common structure for a sales process. Sales CRM — Software used to streamline pipeline management and safely store customer information, communicate with prospects, and drive more sales.

Sales Hiring 318

Sales Hiring Startup Sales Outsourced Development 318

Intercom, Inc.

MAY 19, 2025

What’s the most valuable thing that working in customer service has taught you? Having clear communication and empathy can turn even the most frustrated customers into loyal advocates. Describe the essence of great customer service using only three words. Communication. Customer success.” Efficiency.

Marketplace as a Service 104

Marketplace as a Service Customer Support Communication Customer Success 104

Intercom, Inc.

APRIL 6, 2022

For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. Tailored, in-context experiences have become table stakes, making the one-size-fits-all approach to customer communication a thing of the past.

Scale 230

Scale Scaling DevOps as a Service Communication 230

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. Similarly, you want to communicate clearly and honestly about your products, features, and services. Avoid overpromising and underdelivering, as this can erode trust and lead to customer dissatisfaction.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

TechEmpower SaaS

JULY 24, 2023

Communication/Forums Are there discussion forums? If you have boards or comments, do you support flagging? What needs to be logged for customer support? Accounting Beyond reviewing transactions, what accounting support do you need? Customer Support Do you need specific interfaces and support for customer service?

Innovation 780

Innovation Development CTO Hire Technical Review 780

SaaStr

OCTOBER 20, 2020

By properly communicating and marketing to them? It’s even true in customer support. Which customers hate, 9 times out of 10. Imagine you save just 10 customers over the course of a year at a $4k ACV by picking up the phone. That’s less than one saved customer a month. Of course she or he can.

Sales Hiring 343

Sales Hiring Headcount Engineering Banking 343

SaaStr

NOVEMBER 24, 2020

Products include CRMs, customer support, IT management, project management, HR and much more. Join members of their solution engineering team on December 9 at 9 AM PST for a workshop on Stop Losing Customers : 5 Steps to Creating Customers for Life with Freshworks. . Freshworks.

Scale 293

Scale Scaling Outsourced Development compliance 293

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. Over half (53%) of support teams have seen a meaningful increase in support queries since COVID-19 hit.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

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. What to do: Communicate proactively and set expectations using targeted messages. Read more: What is proactive support?

Headcount 195

Headcount Customer Support Scale AI 195

Intercom, Inc.

JULY 16, 2019

Communication : When needed, communication with customers, support, sales and leadership can occur. This can be done by the Customer Support team or through informal channels. In addition to managing the event itself, the Incident Commander is also accountable for all technical communication that occurs.

Scale 215

Scale Technical Review Management Software Review 215

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Increasing support efficiency.

Scale 237

Scale Headcount Mobile Communication 237

Intercom, Inc.

JULY 2, 2020

And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. The evolution of customer support.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

Intercom, Inc.

FEBRUARY 9, 2021

With customer experience rapidly becoming a key differentiator , resulting in increased consumer loyalty, more revenue, and greater cost savings, it’s more important than ever to stand out or lose out. So how do you begin to close that gap and deliver world-class customer support at scale?

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

User Pilot

NOVEMBER 7, 2024

Here are the six key steps to follow as a guide during your decision-making process: Identify difficulties & major time sinks : Pinpoint friction points in your current customer success process, such as communication gaps, data access issues, or time-consuming manual tasks, and assess their impact on productivity. Customer scoring.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Intercom, Inc.

JUNE 9, 2021

It’s more difficult to communicate the way we work and the nuances of our culture. Information has been provided in a way that is easily digestible and easy to apply” – Caijsa, Customer Support Specialist. Support elements . We also want to make sure they know who they can lean on for support.

Onboarding 253

Onboarding Sales Hiring Scale Systems Review 253