How customer support can keep up with customer expectations

Inside Intercom

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue.

Customer Support Specialists and Beyond: How to Build (or Join!) the Customer Support Team You Need

Groove HQ

Customer support specialists are the voice of your company when customers have problems. Here’s how to build the customer support team you need. What does it take to build the right customer support team for your business? Customer Support

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How to Create a Knowledge Base: Building Self-Service for Customer Support

Groove HQ

Learn how to create a knowledge base from the ground up that your customers will love. The post How to Create a Knowledge Base: Building Self-Service for Customer Support appeared first on Groove Blog. Customer Support

How to ramp up your Customer Support team using Intercom

Inside Intercom

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. Support reps come from diverse and often far from technical backgrounds.

Key strategies to successfully scale your customer support

Inside Intercom

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? Our belief in a modern support model will never change, but we’ve spent a lot of time iterating on how best to scale our support.

Gmail for Customer Support: 10 Best Practices You Need to Know

Groove HQ

Here’s something you won’t expect a customer support platform to say outright: Gmail is awesome for customer support. In fact, a lot of customers who come to Groove were using Gmail for customer support in the past. Customer Support

The growth of video customer support and why your business needs it

Inside Intercom

The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. Convenience, accessibility and speed are now the major factors dictating how businesses interact with customers and build those relationships.

The Customer Support Experience of the Future

Tom Tunguz

A few weeks ago, I had my first customer support experience of the future. Why did it feel so different than a traditional customer support call? The robot understood the context, in contrast to a typical support call with requires several frustrating minutes to get on the same page as a customer service rep: “What is your account number?” Even if that customer service rep was a robot.

Acquiring SaaS Success: Why Customer Support is Critical for SaaS Companies

SaaS Metrics

Your Software as a Solution (SaaS) company deserves to have high profits and a host of dedicated customers. In fact, the strength of your customer service is far more important for the success of your SaaS company than you may have considered. When customer service.

How customer support sessions help us stay close to our customers (even as we scale)

Inside Intercom

We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up.

Helping from afar: Running customer support remotely

Inside Intercom

Global customer support teams are used to working across different offices. But as we consider how we take our customer support fully remote, we are rethinking how we would use our workflows, automation tools, and day-to-day rituals to protect our team dynamics and productivity.

How Many Customer Support Reps Do You Need? These 4 Stats Will Tell You Everything.

Sales Hacker

For years, our hiring strategy for the HubSpot customer support team was simple. When support reps were overwhelmed with the volume of work, we’d hire another one. This simplistic model of growth worked to get the support team to about 25 people. new customers have 5.0

How to keep KPIs meaningful for your customer support team

Inside Intercom

When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. Now, as one of the managers of a global support team that is quickly scaling, I can completely understand not only the necessity but the benefits of tracking KPIs. Customer satisfaction (CSAT) scores. There are many more, and what works best for you will depend on the product or service you offer and the customers you have.

Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

Totango

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. 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.”.

How to ruin customer relationship with bad customer support?

The Marketing & Growth Hacking Publication

Customer support is the most important aspect of your business, and neglecting it is the biggest mistake a company can do. Here’s the list of things you should never do, if you want to keep your customers. Use customer support emails that are case specific Picture this.

How to Scale Customer Support and Customer Success at Your Startup

ChurnZero

Every SaaS organization needs Customer Support and Customer Success functions. Q: How do you go about adding onboarding specialists and renewal type of functions into the mix with Customer Success as you grow? Does the customer view the CSM in the same way?

PREACH – a framework for perfecting your customer support tone

Inside Intercom

This is even more true in a customer support conversation, so getting your company’s tone just right is incredibly important. Once you’ve figured out how you speak to your customers , the next challenge is getting your team aligned for a consistent experience.

How to make your customer support stronger with a live chat?

The Marketing & Growth Hacking Publication

Years ago you could install any random widget and consider yourself the king of support. According to the Kayako study , 51% of customers are ready to stay with company which provide chat support in real time. This way you make customers’ life easier.

6 Ways Your SaaS Company can Have Award-Winning Customer Support

Chargify

Customer support has always been important in the SaaS industry, but its importance is only growing. . If you’re not providing award-winning customer support, you might find yourself quickly losing your competitive edge. Get proactive with customer relationships.

Defining customer support: why it’s key to your long-term success

Inside Intercom

Intercom’s mission is to make internet business personal – in an era of online interactions between businesses and customers, that sense of personal connection can be hard to forge and easily lost. As a result, customer support has undergone some dramatic changes in recent years.

10 Customer Service Metrics You Should Be Measuring (And How to Improve Them)

Groove HQ

This guide covers the ten most valuable customer service metrics, complete with definitions, example reports, and support solutions to help you improve each one. A great customer support platform provides all the essential reports to guide your team in the right direction.

Customer Service Checklist: 15 Ways to Provide Exceptional Customer Service

Groove HQ

Find out how to provide exceptional customer service using our 15-point checklist. The post Customer Service Checklist: 15 Ways to Provide Exceptional Customer Service appeared first on Groove Blog. Customer Support

How to Deal With Angry Customers: Examples, Research, and Field-Proven Best Practices

Groove HQ

What’s the best way to respond to an angry customer? It’s one of the most stressful parts of working in customer service. It’s also an issue that came up repeatedly in a recent survey we conducted of 2,300+ customer service professionals and businesspeople. Customer Support

10 Good Customer Service Reviews, Examples, and Lessons

Groove HQ

Take control of your customer reviews with these 10 inspiring lessons from some of Groove’s top customers. The post 10 Good Customer Service Reviews, Examples, and Lessons appeared first on Groove Blog. Customer Support

Auto-Reply Email Sample: A Customer Service Autoresponder Template that Feels Human (Even When It’s Not)

Groove HQ

Whether someone’s a new subscriber, recent opt-in, or existing customer, how you leverage email marketing automation can make or break their relationship with your business. Especially customer support. Customer Support

Running a help center that retains more customers

Inside Intercom

It gives your customers the information they need to break down their learning barriers and hopefully become expert users of your product. If you develop and ship new features as often as we do, it’s vital that your articles help your customers keep up with the changes.

Automation: The Secret to Personalized Customer Service

Groove HQ

Yes, they’re coming from the customer service department as well. Does that mean we’re going to lose all human agents who support customers? The post Automation: The Secret to Personalized Customer Service appeared first on Groove Blog. Customer Support

Why is Customer Service Important? 11 Ways Customer Satisfaction Correlates with Business Results

Groove HQ

Within that flood, why prioritize customer service? The post Why is Customer Service Important? 11 Ways Customer Satisfaction Correlates with Business Results appeared first on Groove Blog. Customer Support

10 Customer Service Apps to Help Scale Your Support

Groove HQ

If you’re searching for customer service apps, chances are you’re looking for something quick and easy to lighten your support load. This list compiles the top apps to help customer service teams save time, reduce effort, and provide holistic customer support.

Customer Service Ticketing System Magic: We Cut Response Time by 50% Using This Feature

Groove HQ

The post Customer Service Ticketing System Magic: We Cut Response Time by 50% Using This Feature appeared first on Groove Blog. Customer SupportWe went from overwhelmed to well-oiled machine using the magical power of tags.

8 Knowledge Base Examples (From Our Help Center) with Lessons for How to Create Your Own

Groove HQ

Customer SupportA well-thought-out plan for creating knowledge base articles with examples from our own help center. The post 8 Knowledge Base Examples (From Our Help Center) with Lessons for How to Create Your Own appeared first on Groove Blog.

Customer Experience Analytics: Metrics, KPIs, and Reporting to Get CX a Seat at the Table

Groove HQ

This guide covers the ten most valuable customer experience metrics for small to medium businesses broken down in practical terms. Who care about customer experience but […]. Customer Support

Our Customer Onboarding Process: How We Customize Onboarding for 10,000+ Customers

Groove HQ

Here’s how we optimize our customer onboarding process to cater to all our customers’ needs. The post Our Customer Onboarding Process: How We Customize Onboarding for 10,000+ Customers appeared first on Groove Blog. Customer Support

Small Business Customer Service: With 5x More Tickets Than Usual We Had to Act Fast

Groove HQ

The post Small Business Customer Service: With 5x More Tickets Than Usual We Had to Act Fast appeared first on Groove Blog. Customer SupportHow we handled an overflowing inbox while keeping our focus on sustainable growth.

How to collect customer feedback the right way

Inside Intercom

There are many reasons an organization seeks out customer feedback. A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. There’s a lot to consider when it comes to the cadence of customer feedback requests.

How to collect customer feedback the right way

Inside Intercom

There are many reasons an organization seeks out customer feedback. A support team will want to know if they were helpful, while a product team might need help prioritizing what to build next. Whether you’re measuring success, monitoring customer trends or gathering input for a product decision, customer feedback is an essential part of staying competitive and growing your business. There’s a lot to consider when it comes to the cadence of customer feedback requests.

Why your growth depends on taking risks with your hiring strategy

Inside Intercom

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. When the team was tiny and in true start-up mode, we only took on people who we believed right away would be able to succeed with very little support. On our Customer Support team, those criteria look like this: Must haves: Customer focus (prioritize customers above other tasks).

Checklist: Creating a Winning Customer Service Experience for E-commerce Businesses

Groove HQ

We live in an era where shoppers are more knowledgeable, more deeply connected and more demanding than ever before The reality is that merchants must deliver a great customer experience in order to survive. Customer Support

Driving new revenue: how real-time support improves conversion

Inside Intercom

The prevailing view of customer support is that it’s a cost center, and that companies are always looking to lower those costs. At Intercom, we have learned that investing in real-time support, with response times under 5 minutes, can actually turn customer support into a revenue driver. This is a worthy goal for every support organization, including ours. Dilute customer experience – e.g. make it harder to reach support or increase response times.

Customer Testimonials: Where, When, and How to Use Compelling Stories to Build Trust and Credibility

Groove HQ

Customers rely on testimonials to gauge if a product or service is worth taking a leap of faith for. In fact, 84% of customers trust online reviews as much as personal recommendations. Customer Support