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. .

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

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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.

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.

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.

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.

6 Highly Creative Tips That will Give Wings to Your After-Hours Customer Support

SmartKarrot

Logically speaking your office timing may end at sharp 5PM, but for your customers, they might just be getting started. Your customers might spend their 10 to 5 at their respective jobs and will get time only after your business hours to get in touch with you.

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.

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 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

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

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

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.

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 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

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

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.

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

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.

Ready to scale your customer support? Ask these 3 questions first

Intercom

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. We recently took a deeper dive into some of the major challenges facing support teams in this new world.

How the pandemic has changed customer support forever

Intercom

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive.

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.

Using HubSpot + Chargebee to Scale Customer Support and Billing Operations

Chargebee

How Yardly and Web Shop Manager used the HubSpot + Chargebee integration to scale their support and billing operations

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.

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?

SaaS Case Study: How Customer Support Can Assist Sales Initiatives

Sales Hacker

The customer journey from acquisition to retention has to be seamless. To create an effective and efficient sales funnel, your sales and customer support teams need to be well trained and in sync with each other. Benefits of involving your customer support team in sales.

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.”.

How support leaders measure (and improve) the quality of their customer support

Intercom

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. We wanted to know: what are the industry standards for support teams? How the support landscape is changing.

Buying a Customer Support Platform? Here Are 6 Mistakes to Avoid

Groove HQ

The post Buying a Customer Support Platform? Customer SupportWe expose the mistakes most small businesses make when choosing software, so you can avoid them. Here Are 6 Mistakes to Avoid appeared first on Groove Blog.

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. What’s more, plenty of small businesses we talk to don’t actually need customer support software.) The post Gmail for Customer Support: 10 Best Practices You Need to Know appeared first on Groove Blog.

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.

The Key Differences Between Customer Support and Customer Success

Neil Patel

Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. Customer Support.

Customer Support for SaaS: How To Do It Right

Baremetrics

Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success. What is SaaS Customer Support? What is SaaS Customer Support? The reality is that unhappy customers are going to churn.

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. If you don’t have a process or tools in place to help scale your support team, you’ll be reinventing the wheel each time you onboard a teammate – redirecting precious time and resources away from the customers you should be helping.

What is the difference between Customer Support and Customer Success?

CustomerSuccessBox

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. Customer experience depends on how good the customer support and the customer success departments are. .

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? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. 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.

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.

Customer Success vs. Customer Support vs. Account Management vs. Professional Services: What’s the Difference?

ChurnZero

While those of us in Customer Success are intimately familiar with its ins and outs, the field is still relatively foreign to many. As a Customer Success professional, I’m constantly asked, “Well, what does that mean? But that’s more of a Customer Support function.