Customer Support Metrics Underperforming Technical Team 
SaaStr
MAY 29, 2025
By the end of this quarter, team members who aren’t genuinely AI-curious should be let go. The 50/50 Team Is Coming Fast. CROs will need to manage teams that are 50% AI agents and 50% human by end of year. The performance distribution in sales teams will become dramatically wider, forcing tough talent strategy decisions.
Intercom, Inc.
DECEMBER 8, 2020
To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team?
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Intercom, Inc.
OCTOBER 16, 2018
They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. But KPIs carry the risk of seeming impersonal. What KPIs should you track?
Intercom, Inc.
OCTOBER 12, 2021
As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. Here’s why human support is so crucial for any customer-centric organization, and how it can have a significant impact on your team, your business, and your customers.
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.
Intercom, Inc.
OCTOBER 13, 2020
ML products also require us to manage relatively large technology risks – this is an area where, unlike in most other product development, technical limitations might render the entire design impossible. Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams.
Neil Patel
MARCH 8, 2021
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. What customer support is and why it’s important.
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