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Customer Success vs. Customer Support: What Are the Differences?

Totango

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.

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How to keep KPIs meaningful for your customer support team

Intercom, Inc.

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.

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Why your growth depends on taking risks with your hiring strategy

Intercom, Inc.

My own experience is instructive – I joined Intercom as the 6th Customer Support teammate in the Dublin office when we were about 20 as a global team. On our Customer Support team, those criteria look like this: Must haves: Customer focus (prioritize customers above other tasks).

Strategy 222
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Why the Future of Customer Success, Sales and Marketing Has Changed For Good: Ask-Me-Anything Part 2 with SaaStr CEO and Founder Jason Lemkin

SaaStr

Before, humans graded the outcome of customer support. Intercom’s homepage says AI will automate 50% of support interactions, that is disruptive, but that’s adding AI to an existing product. A seed stage founder of a construction tech company at $1.5M Now, everyone wants AI to do it. The market wants it.

Scale 260
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How Zapier supports 3 million users by investing in customer outcomes

Intercom, Inc.

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.

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Subscription-Based Monetization: A Strategic Imperative for the Digital Age

Blulogix

This framework ensures that monetization strategies are embedded across the organization, from product development to customer support. Implementing a Monetization Mindset The transition to subscription-based revenue requires a comprehensive Monetization Framework , as detailed in the whitepaper.

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Intercom’s product principles: How connected, modular systems help us to focus on important decisions

Intercom, Inc.

This idea is not new and is used across a range of industries – from home construction to standard shipping containers – to increase efficiency and reduce costs. “A modular system is a system that you create once but reuse in many different contexts”. A modular system is a system that you create once but reuse in many different contexts.