Expert insights. Personalized for you.
Customer SupportShopify tools to help you grow your online store. COVID-19 has driven a massive growth in E-commerce spending. To put it in perspective, consumers spent more online in April and May of 2020 than they did during the entire holiday season last year. MORE
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 internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Customer support is undergoing massive, irreversible change. The Conversational Support Funnel. MORE
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. MORE
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. More importantly, we’re thinking about ways to uphold the caliber of our support in a remote world. Bring in support automation and self-service. Proactive support. 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. Here are some reasons why delivering top-notch customer support is necessary. When customer service. Blog customer support SaaS MORE
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. Assisting both customers and support staff by offering predictive suggestions. Solving customer problems by providing answers to less complicated questions – or setting expectations about when they’ll be able to get in touch with a real person. MORE
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 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
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. Hide your customer support email A lot of companies these days hide their customer support email, and instead force users to use complicated forms. Use customer support emails that are case specific Picture this. customer-service MORE
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. MORE
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. 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
Customer SupportSmall and scrappy doesn’t have to mean inefficient. Find out how and when it’s time to move from Gmail to a real Shared Inbox. The post How we saved 40,000 hours by moving off a Gmail shared inbox appeared first on Groove Blog. 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? 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 MORE
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. 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
Learn the basics of customer service software and how to tailor it to your specific needs. The post Customer Service Software: A Guide to Finding the Right Fit for Your Business appeared first on Groove Blog. Customer Support MORE
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 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. We had funding, an accelerating sales team and customer count, and awesome tech. Within one week of the business “growth storm” hitting, customer support was completely overwhelmed by volume. MORE
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 MORE
The post Business Apology Email Example: A Customer Service Template to Restore Loyalty appeared first on Groove Blog. Customer SupportDespite the unfortunate circumstances, your business’ apology email can salvage even the most crushing mistakes. 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
Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. The Difference Between Customer Support and Customer Success Teams. 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. 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. 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
Customer support has always been important in the SaaS industry, but its importance is only growing. . Customers expect more authenticity in their relationships with the companies they do business with — and excellent customer support is perhaps the most critical component of customer relationships. If you’re not providing award-winning customer support, you might find yourself quickly losing your competitive edge. MORE
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. The typical support “strategy” is to let common issues roll in for support reps to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. 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
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 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
Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. Support in real-time, or any time. MORE
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 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. Customers like them People prefer to use chat more than any other channels. No matter if you already use chat or just planning to start, we offer 7 tips which help to improve your chat support. This way you make customers’ life easier. MORE
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. Combine that with a worldwide pandemic and a sudden shift to remote work, and you’ve got a recipe for anxiety. We’re seeing all sorts of new companies sign up for Groove these days. 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
Customer SupportOur most successful autoresponder email campaigns—now yours for the taking (and learning). The post These 8 Autoresponders Improved Conversions By 250% appeared first on Groove Blog. MORE
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. MORE
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 MORE
Customer Support Related Topics 
Groove HQ
JULY 20, 2020
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
Groove HQ
DECEMBER 17, 2019
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
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Inside Intercom
APRIL 9, 2020
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. Assisting both customers and support staff by offering predictive suggestions. Solving customer problems by providing answers to less complicated questions – or setting expectations about when they’ll be able to get in touch with a real person.
Groove HQ
JUNE 12, 2020
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
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.
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.
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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? 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
Groove HQ
JULY 1, 2020
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.
Groove HQ
JULY 24, 2020
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.
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. 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.
Groove HQ
MAY 13, 2020
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
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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
JULY 1, 2020
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. The typical support “strategy” is to let common issues roll in for support reps to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.
Groove HQ
MAY 1, 2020
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. Combine that with a worldwide pandemic and a sudden shift to remote work, and you’ve got a recipe for anxiety. We’re seeing all sorts of new companies sign up for Groove these days.
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.
ChurnZero
JULY 7, 2020
Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. The Difference Between Customer Support and Customer Success Teams.
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.
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.
SaaS Metrics
JULY 16, 2019
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. Here are some reasons why delivering top-notch customer support is necessary. When customer service. Blog customer support SaaS
Inside Intercom
JUNE 23, 2020
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 internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Customer support is undergoing massive, irreversible change. The Conversational Support Funnel.
Inside Intercom
FEBRUARY 12, 2020
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.
Inside Intercom
AUGUST 12, 2020
Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. Support in real-time, or any time.
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.”.
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. We had funding, an accelerating sales team and customer count, and awesome tech. Within one week of the business “growth storm” hitting, customer support was completely overwhelmed by volume.
Tomasz 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.
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?
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.
Inside Intercom
MARCH 10, 2020
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. More importantly, we’re thinking about ways to uphold the caliber of our support in a remote world. Bring in support automation and self-service. Proactive support.
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. Hide your customer support email A lot of companies these days hide their customer support email, and instead force users to use complicated forms. Use customer support emails that are case specific Picture this. customer-service
Groove HQ
SEPTEMBER 11, 2020
The post Business Apology Email Example: A Customer Service Template to Restore Loyalty appeared first on Groove Blog. Customer SupportDespite the unfortunate circumstances, your business’ apology email can salvage even the most crushing mistakes.
Groove HQ
AUGUST 28, 2020
Customer SupportShopify tools to help you grow your online store. COVID-19 has driven a massive growth in E-commerce spending. To put it in perspective, consumers spent more online in April and May of 2020 than they did during the entire holiday season last year.
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.
Groove HQ
AUGUST 25, 2020
Customer SupportOur most successful autoresponder email campaigns—now yours for the taking (and learning). The post These 8 Autoresponders Improved Conversions By 250% appeared first on Groove Blog.
Groove HQ
FEBRUARY 5, 2020
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
Groove HQ
AUGUST 19, 2020
Learn the basics of customer service software and how to tailor it to your specific needs. The post Customer Service Software: A Guide to Finding the Right Fit for Your Business appeared first on Groove Blog. Customer Support
Groove HQ
AUGUST 31, 2020
Customer SupportSmall and scrappy doesn’t have to mean inefficient. Find out how and when it’s time to move from Gmail to a real Shared Inbox. The post How we saved 40,000 hours by moving off a Gmail shared inbox appeared first on Groove Blog.
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. Customers like them People prefer to use chat more than any other channels. No matter if you already use chat or just planning to start, we offer 7 tips which help to improve your chat support. This way you make customers’ life easier.
Groove HQ
JUNE 29, 2020
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.
Chargify
OCTOBER 14, 2019
Customer support has always been important in the SaaS industry, but its importance is only growing. . Customers expect more authenticity in their relationships with the companies they do business with — and excellent customer support is perhaps the most critical component of customer relationships. If you’re not providing award-winning customer support, you might find yourself quickly losing your competitive edge.
Groove HQ
MARCH 24, 2020
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.
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