INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customer marketing holds the key to sustainable and economic growth. Build a plan of action for your team by: Establishing metrics for retention and growth Choosing your ideal customer marketing strategy Targeting the right customers to promote your brand What is customer marketing? MORE
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. 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
But the reality is, for your customer support team, the work has only just begun. New products raise new questions, and having supported countless product launches, I can tell you that your reps are likely dreading the increased volume of mostly repetitive, often simple queries. MORE
This guide covers the ten most valuable customer experience metrics for small to medium businesses broken down in practical terms. Who care about customer experience but […]. Customer Support 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
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
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
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
Customer satisfaction surveys color business insights by providing direct feedback from your most valuable resource. Using three questions as our guide, we’ll break down the essentials: What is a customer satisfaction survey? How do you write a customer satisfaction survey? 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
But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. 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
The hiring process for customer experience teams is broken. Fixing it comes down to three strategies—for leaders and job seekers alike: Defining the five roles that make customer experience Applying those roles to the metrics within your organization Getting the right people onboard (even if you don’t hire anyone new) I’ve been calling myself a […]. Customer Support MORE
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 MORE
Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. But much has changed, both in usability and customer perception. What is automated customer service? Customer tenure. 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
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
Amidst day-to-day struggles, we forget great support stems not from a mysterious alchemy of magnetism and magic. Behind the scenes of every experience are attainable skills that separate average or frustrating from truly exceptional customer service. The post 15 Customer Service Skills & How to Improve Each One (Step-by-Step) appeared first on Groove Blog. Customer Support 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
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
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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
The post Customer Service Experience: Fuel Business Growth with Attention to Customer Care appeared first on Groove Blog. Customer Support MORE
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 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
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 MORE
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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
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
Customer SupportA guide to finding the right tool for your growing team … and busting the myth of “best” Choosing the right help desk software for any small business isn’t easy. Because options, offerings, and features abound. 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
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
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
You know the big names in customer relationship management software. The post 57 Customer Relationship Management Software Alternatives (That Won’t Break the Bank) appeared first on Groove Blog. Customer Support MORE
Customer Support Related Topics Groove HQ
JULY 15, 2019
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
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.
Groove HQ
JULY 15, 2019
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
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
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 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.
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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.
Tom Tunguz
NOVEMBER 9, 2016
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.
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.
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
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.
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.
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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.”.
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?
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.
Groove HQ
AUGUST 29, 2019
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
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
AUGUST 14, 2019
This guide covers the ten most valuable customer experience metrics for small to medium businesses broken down in practical terms. Who care about customer experience but […]. 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
Groove HQ
SEPTEMBER 11, 2019
The post Customer Service Experience: Fuel Business Growth with Attention to Customer Care appeared first on Groove Blog. 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
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
AUGUST 28, 2019
Customer satisfaction surveys color business insights by providing direct feedback from your most valuable resource. Using three questions as our guide, we’ll break down the essentials: What is a customer satisfaction survey? How do you write a customer satisfaction survey?
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.
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
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.
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
AUGUST 13, 2019
Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. But much has changed, both in usability and customer perception. What is automated customer service? Customer tenure.
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
JULY 30, 2019
Amidst day-to-day struggles, we forget great support stems not from a mysterious alchemy of magnetism and magic. Behind the scenes of every experience are attainable skills that separate average or frustrating from truly exceptional customer service. The post 15 Customer Service Skills & How to Improve Each One (Step-by-Step) appeared first on Groove Blog. Customer Support
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
AUGUST 1, 2019
Customer marketing holds the key to sustainable and economic growth. Build a plan of action for your team by: Establishing metrics for retention and growth Choosing your ideal customer marketing strategy Targeting the right customers to promote your brand What is customer marketing?
Groove HQ
JULY 15, 2019
The hiring process for customer experience teams is broken. Fixing it comes down to three strategies—for leaders and job seekers alike: Defining the five roles that make customer experience Applying those roles to the metrics within your organization Getting the right people onboard (even if you don’t hire anyone new) I’ve been calling myself a […]. 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
JULY 11, 2019
But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds.
Groove HQ
AUGUST 15, 2019
You know the big names in customer relationship management software. The post 57 Customer Relationship Management Software Alternatives (That Won’t Break the Bank) appeared first on Groove Blog. Customer Support
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 22, 2019
But the reality is, for your customer support team, the work has only just begun. New products raise new questions, and having supported countless product launches, I can tell you that your reps are likely dreading the increased volume of mostly repetitive, often simple queries.
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
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.
Groove HQ
JULY 23, 2019
Customer SupportA guide to finding the right tool for your growing team … and busting the myth of “best” Choosing the right help desk software for any small business isn’t easy. Because options, offerings, and features abound.
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