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Nailing your customer support interview at Intercom

Intercom, Inc.

In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . The Customer Support interview process. Whether you’re applying for a Customer Support Specialist role, or a Customer Support Engineer role, the process is very similar.

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Drive retention from customer support with 4 easy steps

Intercom, Inc.

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.

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Debunking the Myth: Why AI Enhances, Not Replaces, Human Customer Support

Groove HQ

As stories of AI chatbots replacing entire customer support teams circulate, it’s easy to feel uneasy about the future. A notable incident involving a CEO who laid off 90% of his support staff after a chatbot outperformed them only adds fuel to the fire.

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How the pandemic has changed customer support forever

Intercom, Inc.

As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. “How can you ensure that your support team is still providing personable, conversational support at scale?” 53% of support teams have seen an increase in support queries since COVID-19 hit.

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Transforming the Digital Customer Support Journey

As customer demands continue to grow, more organizations are looking to digitize their customer support journey, since the more traditional methods of support such as the call-center are no longer fulfilling customer needs. These digital transformations, however, are not a one-step fix, but rather a journey.

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The ultimate customer support tech stack for 2022

Intercom, Inc.

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.

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Customer Support: Driver Of Your Business Growth

Groove HQ

How do you […] The post Customer Support: Driver Of Your Business Growth appeared first on Groove Blog. The tools, that are available to everyone, allow newcomers to create products in a matter of weeks and start eyeing your share of the pie.

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Building Product to Enhance Customer Support: The Key to Customer Retention in an E-commerce Business

Speaker: Bhavana Angadi, Senior Product Manager at Hopscotch (Demand & Growth) | Former Product Manager at Bigbasket

There are many frustrated customers who feel that basic information like returns and refunds are not accessible, and that they are not getting the customer support that they need. This begs the question: what’s the best way to increase customer retention?

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. And as we've turned to tech to solve our customer support problems, our internal service providers have fallen into disrepair.