Intercom, Inc.
DECEMBER 8, 2020
But with so much data to consider, how can you define the help desk metrics that matter for your team? Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster. 12 help desk metrics to track for more effective customer support.
Intercom, Inc.
JUNE 1, 2021
Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. According to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges.
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Intercom, Inc.
AUGUST 13, 2019
With this increase in functionality comes a change in how customers actually view automation: less as a nuisance, and more as a bona fide, personalized option for getting help with their issues. As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them.
Intercom, Inc.
NOVEMBER 3, 2022
Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. For Natasha, the answer is a resounding yes.
SaaStr
JUNE 7, 2021
If you don’t have tickets, lock in Early Bird pricing today and bring your team! When you get that thing where you’re a rational person and you think it will be great and 99 out of 100 people think it’s bad, that’s when you have opportunity. I was a software developer, a product person. Get tickets here.
Intercom, Inc.
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. Speak the customer’s language. Short on time?
Valuize Consulting
DECEMBER 13, 2021
Customer Success Management: Distinguishing Fact From Fiction. 91% of businesses have said that their Customer Success organization has grown significantly in the last year alone ( Totango , 2021). Due to this quota-less engagement model, many internal organizations view Customer Success as akin to “expensive customer support.”
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