Intercom, Inc.

NOVEMBER 18, 2020

Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team – and our data shows support leaders are hungry for more. . Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .

Customer Support 223

Customer Support Trends Scale Scaling 223

Intercom, Inc.

APRIL 7, 2021

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. How are other customer-centric support teams measuring the impact of conversational support? Chat has passed phone support.

Customer Support 129

Customer Support Scale Underperforming Technical Team Metrics 129

Tom Tunguz

MARCH 28, 2021

Some examples include streamlining customer onboarding. Robots read pdfs that customers provide and input that data into other computer systems. Customer support teams might use RPA robots to read the contents of an email, find an order number, look up the order, and present the support agent with some key data.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

Intercom, Inc.

AUGUST 12, 2020

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. So does this mean we’ve introduced ticketing? Reporting upgrades.

Customer Support 249

Customer Support Leadership Branding Data 249

Intercom, Inc.

OCTOBER 24, 2018

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. Automation.

Scale 178

Scale Customer Support Scaling Strategy 178

User Pilot

MARCH 7, 2024

What metrics you should track? High user engagement indicates that users are satisfied with the product value , and as such, it’s vital to retain them and turn them into loyal customers. For example, this could involve social media interactions, newsletter consumption, or communication with customer support.

Engagement 105

Engagement Metrics Underperforming Technical Team Scale 105

TechEmpower SaaS

JULY 24, 2023

What are your key Startup Metrics ? What needs to be logged for customer support? Analytics/Metrics What key startup metrics will you need to track? What metrics will you need for future funding rounds or operations? Accounting Beyond reviewing transactions, what accounting support do you need?

Innovation 780

Innovation Development CTO Hire Technical Review 780

SaaS Metrics

NOVEMBER 22, 2022

Building a thriving customer support team is essential to the success of any business. Here are seven steps to help you build a customer support team that is both effective and efficient. What does great customer support mean for your organization?

Customer Support 52

Customer Support Metrics SaaS Business 52

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 105

Customer Support Customer Success Construction Churn 105

Intercom, Inc.

OCTOBER 16, 2018

When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. I had previously worked in the television and film industry, where there was an entirely different metric – either I delivered high quality work on time or I didn’t, and I was out. What KPIs should you track?

Customer Support 154

Customer Support Underperforming Technical Team Scale Construction 154

ChurnZero

AUGUST 20, 2021

Naturally, people who work in Customer Success and Customer Support have a “helper” mentality. But while both functions share a common goal of ensuring customer satisfaction, they are fundamentally different roles that require different skillsets. Customer Success Around the Web.

Customer Support 98

Customer Support Technical Advisors Customer Success Technical Review 98

Intercom, Inc.

FEBRUARY 2, 2021

If you’re in the business of supporting customers, one measurement probably looms large over everything else: the customer satisfaction, or CSAT, score. . This is particularly true as the role of support reps evolves. So how do you start to rethink your customer satisfaction metrics?

Metrics 99

Metrics Customer Support Operational efficiency. Business 99

Natalia Luneva

DECEMBER 3, 2020

Today I interview Sarah Hatter and we talk about creating an excellent customer support experience for your SaaS product. . Sarah is the founder and CEO of CoSupport, a business that has helped over 200 companies create excellent customer support experiences since 2011. . The Customer Support Handbook. . .

Customer Support 91

Customer Support Technical Advisors Outsourcing Services SaaS 91

Chart Mogul

JUNE 1, 2023

In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. In an uncertain market, customer retention is key. What is customer retention?

Retention 90

Retention Metrics Benchmarks SaaS 90

ChurnZero

JULY 7, 2020

As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. The Difference Between Customer Support and Customer Success Teams. Customer Support teams are reactive and focus on resolving customer’s issues. Smooth Handoffs.

Customer Support 90

Customer Support Customer Success Retention Customer Lifetime Value 90

SaaS Metrics

APRIL 23, 2021

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.

Customer Support 45

Customer Support SaaS Churn Metrics 45

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Salary comparison.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

Sales Hacker

MAY 10, 2021

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. Insights gained from your customer support agents can improve the process of pitching, converting, and retaining leads. Benefits of involving your customer support team in sales.

Customer Support 62

Customer Support Underperforming Technical Team Sales SaaS 62

User Pilot

OCTOBER 31, 2022

Looking for the right product engagement metrics to track and see how well users are interacting with your product? As a product manager, you need to track product engagement metrics as it allows you to measure user engagement and find ways to deliver more value to your daily active users. Ready to get started? Let’s go!

Engagement 98

Engagement Metrics Strategy Churn 98

ChurnZero

AUGUST 20, 2021

Naturally, people who work in Customer Success and Customer Support have a “helper” mentality. But while both functions share a common goal of ensuring customer satisfaction, they are fundamentally different roles that require different skillsets. Customer Success Around the Web.

Customer Support 52

Customer Support Technical Advisors Customer Success Technical Review 52

Baremetrics

FEBRUARY 2, 2021

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.

Customer Support 59

Customer Support Payment Methods SaaS Payments Payment Solutions 59

CustomerSuccessBox

JANUARY 24, 2019

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 Support 67

Customer Support Customer Success Sales Hiring Transportation 67

User Pilot

MARCH 31, 2023

What user onboarding metrics should you track if you want to evaluate your onboarding processes? Tracking the metrics helps you improve your onboarding process and retain more customers. So let’s see what these metrics are and how you can leverage user onboarding analytics to optimize them.

Onboarding 97

Onboarding Metrics Retention Scale 97

Intercom, Inc.

DECEMBER 7, 2021

Vera Rosado, Customer Support Manager, Pipedrive. On a fast-moving support team, managers need to be able to act quickly when conversations start piling up. At a glance, you can see the volume across the different inboxes throughout the day, filtered by metrics like total open , unassigned , and waiting for the first reply.

Metrics 118

Metrics Technical Review Trends Customer Support 118

Baremetrics

DECEMBER 12, 2021

AARRR, often called the pirate metrics framework (as in “arr, matey”), helps Shopify Partners perfect their funnel by providing actionable metrics for each stage of the sales and marketing strategy. Revenue What questions do the AARRR metrics answer? Use Baremetrics to calculate your AARRR metrics. Referral 5.

Metrics 98

Metrics Acquisition Customer Lifetime Value Retention 98

Practical Advice on SaaS marketing

AUGUST 1, 2018

Adding more useful features, delivering a solution that’s easier to use, or providing outstanding customer support are likely to build a more sustained relationship. The business model doesn’t work when too many paying customers leave too quickly. No universal fix for churn Any SaaS vendor with a churn problem needs to fix it.

Churn 122

Churn Metrics Compensation Software Review 122

Groove HQ

NOVEMBER 19, 2019

This guide covers the ten most valuable customer service metrics, complete with definitions, example reports, and support solutions to help you improve each one. A great customer support platform provides all the essential reports to guide your team in the right direction. Whether you’re new […].

Metrics 85

Metrics Customer Support 85

Chart Mogul

MARCH 23, 2023

Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics. Gross revenue retention (GRR) and net revenue retention (NRR) are the key metrics to understand how well … How good is your business at retaining customers?

Retention 52

Retention Metrics Revenue Scale 52

OPEXEngine

MAY 10, 2021

In fact, attracting, retaining, and establishing profitable long-term relationships with customers is even more important for SaaS companies because it’s the key to the recurring revenue model they’re built around. That number will tell you a lot about their experience with your product, customer support, and sales.

Customer Success 52

Customer Success Metrics Payments Scale 52

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

User Pilot

APRIL 17, 2024

Zendesk offers scalable multi-channel customer interaction management solutions, enhancing service through advanced analytics and customization. Intercom enhances customer support for businesses of all sizes with automation, AI, and advanced tools for a seamless team and customer experience. Plus : From $49/month.

AI Search 103

AI Search Social Media Cross-platform App Design (Application) Systems Review 103

SaaStr

DECEMBER 29, 2023

Before, humans graded the outcome of customer support. Intercom’s homepage says AI will automate 50% of support interactions, that is disruptive, but that’s adding AI to an existing product. Q: As you scale, how metrics-oriented should the company be? Some of his team are more metrics-oriented while others aren’t.

Scale 211

Scale Sales Hiring Customer Success AI 211

ProfitWell

MAY 1, 2020

Customers who rely on your product stick around longer. Less customer support. As customers learn to do more without help, they'll contact your customer support team less often. Metrics to track your onboarding process. DAU (Daily Active Users) - This is similar to the metric above.

Onboarding 59

Onboarding Metrics SaaS Underperforming Technical Team 59

SaaStr

OCTOBER 17, 2022

The 3 key metrics for Customer Success are GRR, NRR, and logo retention. NPS is a company metric, not a CS metric. Scaling your customer success team. Customer Success is not Customer Support. Support is transactional, Success is a relationship. Split out specialist functions (i.e.

Customer Success 207

Customer Success Sales Hiring Scale Leadership 207

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. .

Customer Support 210

Customer Support Metrics Churn Communication 210

Groove HQ

JUNE 3, 2020

Nine real customer success strategies we use at Groove, along with templates to set them up yourself. The post 9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track) appeared first on Groove Blog.

Customer Success 107

Customer Success Scaling Metrics Strategy 107

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Tracking customer interactions to understand user behavior and identify common trends.

Customer Lifetime Value 104

Customer Lifetime Value Customer Support AI Onboarding 104