Customer Support Related Topics 
SaaStr
MARCH 12, 2025
And in many cases, also seen the number of human customer success reps already reduced by -20% to -30%. Can AI replace almost everything a human does today in customer support? I don’t know but perhaps what’s just as important is what customers are expecting, thinking, and buying based on. But 80% by 2029?
SaaStr
APRIL 22, 2021
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. While 44% of the 5,000 respondents thought they provided excellent customer support — only 1.3% And what they found made me cry a bit. actually did!
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Intercom, Inc.
MAY 25, 2021
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.
Intercom, Inc.
AUGUST 4, 2021
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.
Advertiser: Vanilla Forums
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.
Intercom, Inc.
NOVEMBER 30, 2021
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.
Intercom, Inc.
AUGUST 23, 2022
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.
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?
Advertiser: ZoomInfo
Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex.
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.
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