Customer Support Salary Guide for 2022

Groove HQ

Researching customer support salaries for yourself or your team? The post Customer Support Salary Guide for 2022 appeared first on Groove Blog. Customer SupportWe've got you covered.

14 Best BigCommerce Customer Support Apps

Groove HQ

BigCommerce not only offers integrations with the tools you already use, but it also has a number of customer support apps in its Ecommerce Apps Marketplace. The post 14 Best BigCommerce Customer Support Apps appeared first on Groove Blog. Customer Support

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10 Growth Opportunities Hiding in Your Customer Support Software

Groove HQ

Learn how to use your customer support software as a catalyst for growth. The post 10 Growth Opportunities Hiding in Your Customer Support Software appeared first on Groove Blog. Customer Support

24 Best Shopify Customer Support Apps

Groove HQ

With more than 872 customer service apps in the Shopify app store, we've evaluated the best options for your and compiled a list of the top 24 you should actually consider. The post 24 Best Shopify Customer Support Apps appeared first on Groove Blog. Customer Support

Transforming the Digital Customer Support Journey

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

How to build a thriving customer support team

SaaS Metrics

Building a thriving customer support team is essential to the success of any business. Here are seven steps to help you build a customer support team that is both effective and efficient. What does great customer support mean for your organization?

Gorgias: Only 1.3% Of Us Actually Provide Top-Tier Customer Support

SaaStr

Gorgias recently did a very interesting deep dive on its 6,000+ customers for its help desk and contact center solution. Gorgias is 100% focused on e-commerce vendors, and not SaaS companies per se, but I suspect its data is pretty consistent with most folks using an online support tool.

Nailing your customer support interview at Intercom

Intercom

When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can. In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. .

15 Most Important Customer Support Skills with Examples

Groove HQ

We've curated the 15 most important customer support skills to help you and your team thrive in this position. The post 15 Most Important Customer Support Skills with Examples appeared first on Groove Blog

Customer Support KPI Metrics and How to Use Them

Groove HQ

We've broken down the 7 main KPIs for customer service teams. The post Customer Support KPI Metrics and How to Use Them appeared first on Groove Blog. Customer Support

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

Join Bhavana Angadi, Senior Product Manager at Hopscotch, as she details the best way to increase customer retention.

Guide to Setting Up E-commerce Customer Support Teams

Groove HQ

Setting up an ecommerce customer support team? The post Guide to Setting Up E-commerce Customer Support Teams appeared first on Groove Blog. Customer SupportWe'll help you structure it for success, retention, and efficiency.

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.

Meet Scott: Customer Support Representative at ChurnZero

ChurnZero

This spotlight features, Scott Polidoro , Customer Support Representative at ChurnZero. . A: I was looking for jobs in Customer Support when I stumbled upon ChurnZero. A: A big misconception is that we deal with angry customers all of the time.

47 – SaaS Customer Support, with Sarah Hatter

Natalia Luneva

Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS product. . Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011. .

Drive Employee and Customer Satisfaction with SLAs

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

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

Four beliefs shaping our vision for customer support

Intercom

Because of the limited scale any business could operate in – a scale which was literally dictated by their location – it was relatively easy for them to build personal relationships with customers. And with that explosion in addressable market came an explosion in customer service requests.

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 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

Announcing ‘The Intercom Customer Support Trends Report for 2022’

Intercom

Support is changing fast – it’s harder than ever to keep your best customers and agents. So we asked 1,200+ global support leaders about how they’re adapting. Our new report reveals the top five trends transforming support and how to capitalize on them.

Dealing with Angry and Difficult Customers as a Customer Support Agent

Groove HQ

Angry customers. The post Dealing with Angry and Difficult Customers as a Customer Support Agent appeared first on Groove Blog. Customer SupportThey're out there. And we've got solid tips to help you manage the situation.

Help Center Software: 5 Steps to Create Self-Service Resources for Customer Support

Groove HQ

Help center software empowers customers to find answers to their questions. The post Help Center Software: 5 Steps to Create Self-Service Resources for Customer Support appeared first on Groove Blog. 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

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? The post Customer Support Specialists and Beyond: How to Build (or Join!) the Customer Support Team You Need appeared first on Groove Blog. Customer Support

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.

Strategies to take your customer support global

Intercom

These days, customers expect instant access to support, especially for products that are critical to their business operations. But how do you live up to these expectations if your customers are on one side of the globe? The ROI of global customer support.

How We Support 9,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support

Groove HQ

How we built a highly effective (and super lean) remote support team. The post How We Support 9,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support appeared first on Groove Blog. Customer Support

Customer Support: Bridge the expectation gap in 2022

Intercom

With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . Empower your customers to self-serve. of support teams in 2022. .

Automation in Action: Proven Ways to Boost the Bottom Line With Self-Serve Support

Intercom

Technology plays a critical role in providing customer support at scale. On top of that, bottom-line business metrics like customer retention and expansion are in focus for support teams now more than ever. Adding more power to your support – with less effort.

Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect.

Why conversational customer support is a key strategic investment

Inside Intercom

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right? COGS and the real costs of customer support.

Everyone in SaaS Needs to Do Customer Support. At Least Until You Have 50-100 Employees. But Ideally, Forever.

SaaStr

The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. While they used Adobe Sign / EchoSign ten times a day, they didn’t really see it from the customer side. I spent some time answering customer support calls this week, getting a better sense of what our customers are experiencing… pic.twitter.com/VEAhXkpT6A. Your customer support team may not appreciate it, 100%.

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.

Customer Success vs. Customer Support: Defining Role Boundaries

ChurnZero

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. Tactics for Setting Clear Boundaries and Customer Expectations.

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. George, a Monzo support rep, replied in a few minutes and credited the funds back into his account instantly – all while Tristan was racing across town to track down the thieves. The difference between the customer experience with Monzo and the traditional card issuers was night and day.”.

One-stop Guide for SaaS Customer Support Practices

SaaS Metrics

The vital ingredient to running a successful SaaS business lies in recruiting an excellent customer support department. It’s all about ensuring that the customers receive the appropriate assistance at the right time with no delays. Efficient customer support implies an alleviation in customer churn. The post One-stop Guide for SaaS Customer Support Practices first appeared on SaaS Metrics. Blog SaaS Customer Support

Customer Support: What It Is, Why It’s Important, and Why It’s Different from Customer Service

Groove HQ

Everything you need to understand customer support, how to create a great team, and foster amazing customer experiences for your brand. The post Customer Support: What It Is, Why It’s Important, and Why It’s Different from Customer Service appeared first on Groove Blog.

Ready to scale your support? Here’s why you need a customer support operations team

Intercom

The challenges facing customer support leaders are more complex than ever. It can seem like an impossible balancing act – but customer support operations can help. What is customer support operations? This is where customer support operations comes in.

The ultimate customer support tech stack for 2022

Intercom

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. Download The Ultimate Modern Support Tech Stack guide. The future of support is here.

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?