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.
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?
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Intercom, Inc.
JUNE 23, 2020
The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.
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. Together, we surveyed hundreds of CX professionals, team leads, managers, and executives to get a deeper understanding of how they measure and improve support quality.
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.
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. That free flow of information can aid sales.
Intercom, Inc.
MAY 28, 2018
Working as Sales Development Representatives at Intercom, we deal with a huge volume of conversations with potential leads that come in through live chat. Above all, it was a poor experience for our existing customers. Towards the start of every conversation, our bot would ask “Are you an Intercom customer?”,
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