INDUSTRY INSIGHTS YOUR PEERS ARE READING
However, there are a few lessons in this simple example of customer service that are valuable for all of us who work in customer support – above all, how it makes us as customers feel about the service we’re paying for. MORE
If you want to support customers with live chat, you’ll need to make smart decisions about where it’s added to your site, how your customer service team will use it, and how it integrates with your other support processes. Customers are more likely to buy. MORE
When it comes to support, it’s worth hiring the best. Here’s how to write a customer service job description that will help you do it… Editor’s note: This post has been updated for accuracy and freshness. The post How to Write a Customer Service Job Description That Attracts Top Talent appeared first on Groove Blog. Customer Support MORE
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. MORE
When it comes to doing business online, ecommerce is among the most challenging industries to be in—and ecommerce customer service is no joke, either. The post The Little Big Guide to Ecommerce Customer Service appeared first on Groove Blog. Customer Support MORE
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. MORE
Since IBM coined the term “Help Desk” in the 1970s, customer support has come a long way. We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. Over the past decade, one of the most popular (and personal) support channels has been live chat. However, having live customer conversations doesn’t come without its challenges. Self-service support right inside the Messenger. MORE
Why are customers leaving? Customers subscribe, believing it will perform some particular function… but it doesn’t. Learn where the gap is between what customers want and what the solution delivers. But effective support should go beyond a solid help desk. MORE
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. MORE
If your software-as-a-service (SaaS) solution is relatively new to the market and you’ve already managed to bring on a group of early customers, congratulations. Sure, signing on that first group of paying customers probably was tough. MORE
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. MORE
“What does customer service mean to you?” ” is one of the most popular questions asked when interviewing support agents. The post “What Does Customer Service Mean To You?” Customer Support MORE
One of the unavoidable realities of working in customer support is responding to customers who are upset or angry. Learning the best ways to handle those situations helps not only satisfy the customer, but also to keep your cool. Before starting in customer support at Intercom, I worked as a bartender in Chicago’s Wrigleyville neighborhood. A bad support experience can lead to bad reviews haunting your online presence. MORE
Swarming and tiered support are the most popular models for customer service. But how to find out which one’s right for you Whereas some companies adopt their own unique methods for their customer service process, there are two main established models that are widely used and compared — swarming vs tiered support. The traditional tiered support […]. The post Swarming vs Tiered Support: Which One Is Right For You? Customer Support MORE
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. MORE
I talk with a lot of new customers about how and why they bought a software-as-a-service (SaaS) solution. For customers, it’s just easier to evaluate and buy SaaS solutions. Solutions that are easier for customers to buy are also easier for vendors to sell. MORE
100,000+ customers trust Big Corp Inc., When it comes to picking software for a customer service […]. Customer SupportWe’ve all heard the hype. The best help desk software.”“Once Once you start using it, you’ll forget about the rest.”“100,000+ so why shouldn’t you?” Well, very few things in life are one-size-fits-all, and help desk software definitely doesn’t make the cut. MORE
The best advice on customer service we’ve learned in half a decade of blogging Throughout five years of blogging at Groove, we’ve written about customer service tips a lot ourselves, as well as chatted with other influencers in the industry. Our support blog is full of fascinating stories, case studies, interviews, and tips spread all […]. The post The 10 Best Customer Service Tips for 2019 appeared first on Groove Blog. Customer Support MORE
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. Getting real-time support off the ground. MORE
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. MORE
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). MORE
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? MORE
It’s a winner on two counts: It boosts revenue per customer It usually lowers the cost of customer acquisition. According to one critical SaaS metric - Customer Lifetime Value/Cost of Customer Acquisition - up-selling is a formula for success. MORE
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. MORE
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 MORE
Over the last 6 and a half years I’ve seen, first hand, how our story at Intercom has had really practical applications – it’s helped us assemble a great team, informed how we talk to customers, and helped us decide what to build. The support team at Intercom is getting close to 100 people. MORE
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 MORE
Our customers often ask us how they can run an excellent customer support operation. And that’s not the only cost – paying customer support representatives to answer the same questions ad nauseam is an expensive business. MORE
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.”. MORE
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. MORE
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. MORE
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 MORE
How customer success can help you retain and acquire customers Lately, I’ve been thinking about the recent times I’ve reached out to any kind of company for support. The post Customer Success: Your Next Growth Engine appeared first on Groove Blog. Customer Support MORE
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. MORE
When it comes to software for businesses, users often have to install the software, invite their team or message their customers. For many complex products, the path to experiencing value requires designing customer messaging, onboarding a team, or installing software. MORE
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. MORE
Serving your global customers across multiple time zones is much easier when your team is fully distributed. This often required us to work late into the night to serve our customers in the U.S. Your customers will thank you for it. MORE
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. MORE
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 MORE
It feels like we’re entering a golden age in relationships between customers and businesses. Business owners had a very finite market they could address so every customer and how they perceived the business really mattered. They did their best to build a relationship with new customers, treated good customers well, and endeavored to build an extremely loyal customer base. So what will your relationships with your customers look like in this new/old world? MORE
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. MORE
Today we’re launching Answer Bot , an intelligent bot that automatically and instantly resolves your customers’ most common questions. We’ve found that on average, Answer Bot instantly resolves 29% of your customers’ most common queries and improves customer response time by 44%. MORE
At Intercom, we are dedicated to offering our unique style of great support to our customers all over the world, all day long. For us to be available whenever our customers need help, we staff a team across multiple time zones that operates practically 24/7 all year round. World class, awesome, human customer support comes first, offices come later. Simultaneously, I’ve watched the APAC customer base increase more than 900%. MORE
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. MORE
Customer Support Related Topics 
Inside Intercom
JUNE 19, 2018
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.
Inside Intercom
AUGUST 27, 2018
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.
Inside Intercom
OCTOBER 10, 2018
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.
Inside Intercom
NOVEMBER 12, 2018
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.
Inside Intercom
OCTOBER 24, 2018
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.
Inside Intercom
NOVEMBER 20, 2018
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.
Inside Intercom
MAY 2, 2018
Since IBM coined the term “Help Desk” in the 1970s, customer support has come a long way. We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. Over the past decade, one of the most popular (and personal) support channels has been live chat. However, having live customer conversations doesn’t come without its challenges. Self-service support right inside the Messenger.
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Inside Intercom
OCTOBER 16, 2018
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.
Sales Hacker
NOVEMBER 28, 2017
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
The Marketing & Growth Hacking Publication
FEBRUARY 5, 2019
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.
ChurnZero
NOVEMBER 30, 2018
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?
Totango
JULY 18, 2018
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.”.
The Marketing & Growth Hacking Publication
MARCH 10, 2019
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.
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Inside Intercom
MAY 15, 2018
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. Getting real-time support off the ground.
Groove HQ
APRIL 16, 2019
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
Groove HQ
MAY 9, 2019
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
Groove HQ
MAY 13, 2019
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
Inside Intercom
SEPTEMBER 18, 2018
Our customers often ask us how they can run an excellent customer support operation. And that’s not the only cost – paying customer support representatives to answer the same questions ad nauseam is an expensive business.
Inside Intercom
MARCH 26, 2018
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.
Inside Intercom
MAY 18, 2018
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).
Inside Intercom
JUNE 28, 2018
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.
Groove HQ
FEBRUARY 13, 2019
When it comes to doing business online, ecommerce is among the most challenging industries to be in—and ecommerce customer service is no joke, either. The post The Little Big Guide to Ecommerce Customer Service appeared first on Groove Blog. Customer Support
Inside Intercom
JUNE 28, 2018
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.
Inside Intercom
MARCH 28, 2018
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.
Groove HQ
MARCH 13, 2019
How customer success can help you retain and acquire customers Lately, I’ve been thinking about the recent times I’ve reached out to any kind of company for support. The post Customer Success: Your Next Growth Engine appeared first on Groove Blog. Customer Support
Groove HQ
APRIL 10, 2019
100,000+ customers trust Big Corp Inc., When it comes to picking software for a customer service […]. Customer SupportWe’ve all heard the hype. The best help desk software.”“Once Once you start using it, you’ll forget about the rest.”“100,000+ so why shouldn’t you?” Well, very few things in life are one-size-fits-all, and help desk software definitely doesn’t make the cut.
Practical Advice on SaaS marketing
AUGUST 1, 2018
Why are customers leaving? Customers subscribe, believing it will perform some particular function… but it doesn’t. Learn where the gap is between what customers want and what the solution delivers. But effective support should go beyond a solid help desk.
Groove HQ
JANUARY 30, 2019
The best advice on customer service we’ve learned in half a decade of blogging Throughout five years of blogging at Groove, we’ve written about customer service tips a lot ourselves, as well as chatted with other influencers in the industry. Our support blog is full of fascinating stories, case studies, interviews, and tips spread all […]. The post The 10 Best Customer Service Tips for 2019 appeared first on Groove Blog. Customer Support
Inside Intercom
JULY 24, 2018
At Intercom, we are dedicated to offering our unique style of great support to our customers all over the world, all day long. For us to be available whenever our customers need help, we staff a team across multiple time zones that operates practically 24/7 all year round. World class, awesome, human customer support comes first, offices come later. Simultaneously, I’ve watched the APAC customer base increase more than 900%.
Inside Intercom
FEBRUARY 23, 2018
It feels like we’re entering a golden age in relationships between customers and businesses. Business owners had a very finite market they could address so every customer and how they perceived the business really mattered. They did their best to build a relationship with new customers, treated good customers well, and endeavored to build an extremely loyal customer base. So what will your relationships with your customers look like in this new/old world?
Groove HQ
FEBRUARY 27, 2019
“What does customer service mean to you?” ” is one of the most popular questions asked when interviewing support agents. The post “What Does Customer Service Mean To You?” Customer Support
Inside Intercom
JULY 20, 2018
One of the unavoidable realities of working in customer support is responding to customers who are upset or angry. Learning the best ways to handle those situations helps not only satisfy the customer, but also to keep your cool. Before starting in customer support at Intercom, I worked as a bartender in Chicago’s Wrigleyville neighborhood. A bad support experience can lead to bad reviews haunting your online presence.
Practical Advice on SaaS marketing
FEBRUARY 4, 2017
If your software-as-a-service (SaaS) solution is relatively new to the market and you’ve already managed to bring on a group of early customers, congratulations. Sure, signing on that first group of paying customers probably was tough.
Practical Advice on SaaS marketing
JANUARY 10, 2017
I talk with a lot of new customers about how and why they bought a software-as-a-service (SaaS) solution. For customers, it’s just easier to evaluate and buy SaaS solutions. Solutions that are easier for customers to buy are also easier for vendors to sell.
Inside Intercom
JANUARY 18, 2019
However, there are a few lessons in this simple example of customer service that are valuable for all of us who work in customer support – above all, how it makes us as customers feel about the service we’re paying for.
Chart Mogul
APRIL 2, 2019
Serving your global customers across multiple time zones is much easier when your team is fully distributed. This often required us to work late into the night to serve our customers in the U.S. Your customers will thank you for it.
Groove HQ
FEBRUARY 6, 2019
Swarming and tiered support are the most popular models for customer service. But how to find out which one’s right for you Whereas some companies adopt their own unique methods for their customer service process, there are two main established models that are widely used and compared — swarming vs tiered support. The traditional tiered support […]. The post Swarming vs Tiered Support: Which One Is Right For You? Customer Support
Inside Intercom
OCTOBER 11, 2018
Today we’re launching Answer Bot , an intelligent bot that automatically and instantly resolves your customers’ most common questions. We’ve found that on average, Answer Bot instantly resolves 29% of your customers’ most common queries and improves customer response time by 44%.
Inside Intercom
SEPTEMBER 17, 2018
When it comes to software for businesses, users often have to install the software, invite their team or message their customers. For many complex products, the path to experiencing value requires designing customer messaging, onboarding a team, or installing software.
Inside Intercom
DECEMBER 17, 2018
If you want to support customers with live chat, you’ll need to make smart decisions about where it’s added to your site, how your customer service team will use it, and how it integrates with your other support processes. Customers are more likely to buy.
Inside Intercom
SEPTEMBER 6, 2018
Over the last 6 and a half years I’ve seen, first hand, how our story at Intercom has had really practical applications – it’s helped us assemble a great team, informed how we talk to customers, and helped us decide what to build. The support team at Intercom is getting close to 100 people.
Groove HQ
DECEMBER 6, 2018
When it comes to support, it’s worth hiring the best. Here’s how to write a customer service job description that will help you do it… Editor’s note: This post has been updated for accuracy and freshness. The post How to Write a Customer Service Job Description That Attracts Top Talent appeared first on Groove Blog. Customer Support
Practical Advice on SaaS marketing
JUNE 13, 2015
It’s a winner on two counts: It boosts revenue per customer It usually lowers the cost of customer acquisition. According to one critical SaaS metric - Customer Lifetime Value/Cost of Customer Acquisition - up-selling is a formula for success.
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