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.

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.

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.

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.

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.

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.

Grow with the flow: scaling live chat for personal customer support

Inside Intercom

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.

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.

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 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?

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 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.

Want your support team to drive revenue? Go real-time

Inside Intercom

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.

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

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

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

Enhance your answers – how to handle frequently asked questions

Inside Intercom

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.

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.

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).

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.

The Little Big Guide to Ecommerce Customer Service

Groove HQ

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

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.

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 Success: Your Next Growth Engine

Groove HQ

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

7 Signs You’re Using the Wrong Help Desk Software

Groove HQ

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.

What’s behind those churn metrics?

Practical Advice on SaaS marketing

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.

Churn 130

The 10 Best Customer Service Tips for 2019

Groove HQ

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

Hello Sydney – a giant leap for Intercom’s remote APAC team

Inside Intercom

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%.

Build your customer relationships around consistency and trust

Inside Intercom

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?

“What Does Customer Service Mean To You?”

Groove HQ

“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

Keeping cool when things heat up: how to support angry customers

Inside Intercom

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.

Pivoting from early adopters to mainstream buyers

Practical Advice on SaaS marketing

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.

Winning new SaaS customers may be easier than keeping them

Practical Advice on SaaS marketing

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.

The art of the follow-up and delightful customer service

Inside Intercom

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.

Running a high performance, distributed success team

Chart Mogul

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.

Swarming vs Tiered Support: Which One Is Right For You?

Groove HQ

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

Introducing Answer Bot: instant resolutions and happier customers

Inside Intercom

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%.

Five essential onboarding tactics for complex products

Inside Intercom

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.

Your guide to a successful live chat support implementation

Inside Intercom

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.

AI 66

How to tell your company story

Inside Intercom

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.

How to Write a Customer Service Job Description That Attracts Top Talent

Groove HQ

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

Where Up-Selling Goes Wrong

Practical Advice on SaaS marketing

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.