How We Avoid Outsourcing Customer Support (Plus 3 Tips If You Absolutely Must)

Groove HQ

Eight ways we managed to save money, time, and customers by keeping support in-house. The post How We Avoid Outsourcing Customer Support (Plus 3 Tips If You Absolutely Must) appeared first on Groove Blog. Customer Support

Navigating the surge: A customer support roundtable

Inside Intercom

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. I’m the Global Director of Customer Support.

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20 Best Customer Support Tools: Our Favorite Budget-Friendly and Scalable Solutions for Growing Teams

Groove HQ

The post 20 Best Customer Support Tools: Our Favorite Budget-Friendly and Scalable Solutions for Growing Teams appeared first on Groove Blog. Customer SupportOur favorite tools for growing businesses looking to keep costs down and efficiency way up.

Moving from reactive to proactive customer support

Inside Intercom

Today, customer expectations are at an all-time high. Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. What is proactive customer support?

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

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

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.

5 Tips for Onboarding Your Team to New Customer Support Software

Groove HQ

Customer service teams that used to work together are […]. The post 5 Tips for Onboarding Your Team to New Customer Support Software appeared first on Groove Blog. Customer SupportUnder normal circumstances, moving your team to a new software system is taxing.

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

Moving to Online Customer Support: 8 Tips to Ease the Transition

Groove HQ

Our best advice for smoothly transitioning your team to online customer support. The post Moving to Online Customer Support: 8 Tips to Ease the Transition 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.

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.

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.

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.

Customer Support is being turned upside down. Here’s what you need to do about it.

Inside Intercom

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The Conversational Support Funnel.

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 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 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.

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.”.

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 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?

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.

Zendesk vs Freshdesk vs Groove: 3 Real Questions Answered

Groove HQ

Using real customer questions as our guide, we compare Groove to Zendesk and Freshdesk. Customer SupportThe post Zendesk vs Freshdesk vs Groove: 3 Real Questions Answered appeared first on Groove Blog.

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.

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

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.

9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track)

Groove HQ

Nine real customer success strategies we use at Groove, along with templates to set them up yourself. The post 9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track) appeared first on Groove Blog. Customer Support

What Is a Knowledge Base? (Answer: Instant ROI for Anyone Delivering Support)

Groove HQ

Tired of answering the same support questions over and over and over again? His company was adding customers daily, which was great—but also a problem. More customers meant more support […]. 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.

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 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

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 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 Experience Strategy: How This Startup Used Customer Reviews to Gain Traction

Groove HQ

Josh Kohlbach developed a unique customer experience strategy during his time working as a marketing consultant for small businesses. The post Customer Experience Strategy: How This Startup Used Customer Reviews to Gain Traction appeared first on Groove Blog. 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

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.

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