Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. What to do: Communicate proactively and set expectations using targeted messages. Read more: What is proactive support?

Headcount 195

Headcount Customer Support Scale AI 195

BetterCloud

JUNE 11, 2019

So if they encounter an error in our product, they need fast, effective technical support in order to get back to supporting and securing their organization. This is why we strive to provide world-class support to our customers, and what inspired Proactive Support. The pain of traditional support.

Technical Support 40

Technical Support Customer Support Innovation Engineering 40

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

Intercom, Inc.

APRIL 30, 2020

During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. Along with proactively communicating with their users, our customers are also investing in self-service options to address questions that their users will have.

Communication 188

Communication Government Trends Forecasting 188

Intercom, Inc.

JULY 26, 2022

In particular, support teams have a crucial role to play when it comes to engaging customers and building those positive, long-term relationships. Here are four ways your support team can become more efficient and help your business save time and money – all without sacrificing customer happiness. Now multiply that 2.5

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

SaaStr

OCTOBER 10, 2022

A gap opens up when: – Sales abandons the customer the moment deal is closed – Support too reactive & slow to solve real issues – Deployment harder than should be. And support is overwhelmed, and over over-automated. A Gap Filler will never really have time to be proactive. But the best do more.

Customer Success 273

Customer Success Sales Hiring Scale Interviewing 273

SaaStr

MARCH 14, 2024

In a world consumed by software we believe that a tremendous amount of value will come from the connective tissue between the systems, sharing data proactively across apps to drive the most seamless and effective software stack. What’s different about your fund / how you invest and support founders? Why did you do the deal?

Scale 187

Scale B2B Investment Acquisition 187

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever. Over half (53%) of support teams have seen a meaningful increase in support queries since COVID-19 hit.

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

User Pilot

APRIL 21, 2024

The one question that plagues all businesses alike: how to reduce support ticket volume? If you don’t work on effectively managing support tickets, you’ll see customer dissatisfaction rise and support agents struggle. Analyze customer behavior to offer proactive help when needed.

Strategy 101

Strategy Customer Support SaaS Technical Review 101

FastSpring

APRIL 8, 2024

This proactive measure enables us to maintain a robust security framework, protecting both your interests and the integrity of our services. FastSpring will discontinue support for the following payment methods. In alignment with this commitment, certain payment methods are being carefully evaluated and, where necessary, removed.

Payment Services 100

Payment Services Payments Payment Methods Payment Solutions 100

SaaStr

FEBRUARY 15, 2022

After all, I’m not really losing any of my Big Customers at the beginning — why spend $100k or so, all-in, to hire someone to proactively manage them and nothing else? And can’t customer support just do some of this at least? As the deal size goes up, the CSM can be more proactive. Or get angry.

Scale 241

Scale Customer Success Sales Hiring Scaling 241

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Today support teams have a full plate.

Trends 233

Trends Scale Headcount Technology 233

Intercom, Inc.

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. Customer support is undergoing massive, irreversible change.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

APRIL 27, 2021

Whether you’re new in your role or a stalwart of customer support, it can sometimes feel like you’re on a treadmill of simple, repetitive tasks and queries. So how can you turn the tide and get back to providing meaningful support for your customers? You need to go back to the basics of support and focus on the customer’s needs”.

Scaling 118

Scaling Education Retention Churn 118

SaaStr

JUNE 7, 2021

And as startups scale, many try to automate away support and success for the smaller accounts. There’s only so many customers per day a CSM can proactively reach out to. But it’s not too many to reach out to proactively with regular cadences. Have a clear line between support and CS.

Customer Success 313

Customer Success Scale SMB Sales 313

Predictable Revenue

AUGUST 4, 2020

When you take a more proactive approach, you are able to guide the pace of the sales process to better support your company’s bottom line. The post 6 Proactive B2B Sales Strategies to Implement Right Now appeared first on Predictable Revenue.

B2B 247

B2B Strategy Sales Revenue 247

User Pilot

FEBRUARY 25, 2024

Customer can experience friction at all stages of their lifecycle , for example, when researching the product, during the sign-up and onboarding , when using the product, or while trying to access support. Minimizing friction can lead to fewer customer questions and complaints, which reduces the workload of the support team.

Scale 91

Scale SaaS Onboarding Engagement 91

Intercom, Inc.

JULY 2, 2020

This way of thinking about support is all about efficiency. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

Intercom, Inc.

AUGUST 23, 2022

That’s why companies should look to support – and retain – the customers they have. But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. In fact, 93% of customers are more likely to remain loyal to companies with excellent support.

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

Intercom, Inc.

OCTOBER 27, 2021

With increasing conversation volumes and mounting customer expectations, support teams need a way to ruthlessly optimize their support strategy for maximum efficiency and CSAT. That’s why we’re so excited to launch our new visual Conversational Support Funnel report. Let’s dive in.

Strategy 138

Strategy Scale Investment Scaling 138

User Pilot

DECEMBER 20, 2023

Machine learning improves user satisfaction by enabling proactive customer support, predicting potential issues, and offering timely assistance. Natural Language Processing (NLP) enhances support ticket management by automating analysis and intelligent routing, leading to faster resolution.

Artificial Intelligence 99

Artificial Intelligence Machine Learning Data Social Media 99

Intercom, Inc.

MARCH 10, 2022

Activate proactive engagement across your e-commerce site. Proactive engagement. This strategy empowers you to pre-emptively deliver targeted, personalized messages and support via messenger-based channels. Plus, studies reveal that customers prefer to self-serve rather than speak to a support rep at all.

Payment Methods 209

Payment Methods Technical Review Payments Payment Solutions 209

Intercom, Inc.

NOVEMBER 4, 2020

The holidays are fast approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team – which is set to further accelerate this holiday season due to the impact of COVID-19. The Conversational Support Funnel can help you stay on top of your support, without increasing your overhead.

Customer Support 228

Customer Support Technical Review Scale Headcount 228

Intercom, Inc.

NOVEMBER 18, 2020

Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. Today, support teams are navigating an increasingly demanding support landscape. 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.

SEPTEMBER 21, 2022

They helped companies cope with the volume of support queries they were receiving, but it came with a cost. The challenges of customer support today. In the support world, we still have a long way to go to rebuild these customer relationships. For many customers, today’s support is time-consuming and frustrating.

Customer Support 118

Customer Support Scale Scaling Technology 118

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Headcount 224

Headcount Retention Customer Support Scaling 224

Intercom, Inc.

JANUARY 18, 2023

Are you providing the right support and delivering ongoing value? Are you providing the right support and delivering ongoing value? Proactively engaging and supporting your customers. “Are you attracting and engaging the right customers? And where should you start?” And where should you start?

Strategy 118

Strategy Retention Churn Acquisition 118

User Pilot

FEBRUARY 25, 2024

Proactive in-app support enhances user experience and conversion rates by delivering targeted, contextual help to users as needed. Understanding the essential stages of a funnel is key to guiding potential customers from first hearing about your brand to becoming loyal supporters. Segmentation options for proactive support.

Sales Funnel 101

Sales Funnel Metrics User Experience Branding 101

User Pilot

JANUARY 22, 2024

Customer success is a more proactive and holistic approach than customer support, customer service , or account management. A low-touch model relies on automation and self-service resources to onboard and support customers with little direct CSM involvement. Product complexity Product complexity is one of the main factors.

Customer Success 91

Customer Success Sales Hiring Scale SaaS 91

Intercom, Inc.

JANUARY 27, 2021

Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success. This is the fifth in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.

Customer Success 165

Customer Success Machine Learning Artificial Intelligence Customer Support 165

User Pilot

FEBRUARY 25, 2024

Frictionless sign-ups and proactive support are now essential for winning over users. Proactive support is now key to user satisfaction In an era where users are spoilt for choice, great customer service quickly stands out. Proactive support is the key to winning over customers. Sign-up form of Userpilot.

SaaS Payments 102

SaaS Payments Trends Payment Solutions Payment Methods 102

Intercom, Inc.

DECEMBER 21, 2020

“We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. Proactive is the way of the future.

Healthcare 232

Healthcare Technical Review Communication Innovation 232

Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. From streamlining customer interactions and optimizing business operations to supporting critical in-app communications , the Totango software makes connecting, integrating, and empowering cross-functional partners easy and valuable.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

Intercom, Inc.

OCTOBER 22, 2020

Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support. Erasing friction points forever with proactive CX. But this reactive way of supporting customers is outdated – broken even.

Leadership 218

Leadership AI Scaling Engineering 218

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. “How can you ensure that your support team is still providing personable, conversational support at scale?” Messaging is rapidly becoming a key channel for customer support.

Customer Support 260

Customer Support Scale Scaling Communication 260

Intercom, Inc.

JULY 26, 2022

Often, this means anticipating your customers’ needs and wants, and taking proactive steps to outperform their expectations. . Instead, it is proactive in finding and offering solutions to its customers’ problems, before customers ask for help. . Anticipating customer questions and developing resources that address them proactively.

Customer Success 129

Customer Success B2C Churn Systems Review 129

User Pilot

AUGUST 20, 2023

Proactive customer service goes beyond solving problems. So if you want to learn about how to apply and practice a proactive service without spending too much time, keep diving into this article. So if you want to learn about how to apply and practice a proactive service without spending too much time, keep diving into this article.

Software Review 81

Software Review Scale Onboarding User Experience 81