Customer Service 1 min read
Announcing ‘The Ultimate Guide to Conversational Support’
Happy customers or a productive support team? We say choose both – The Ultimate Guide to Conversational Support shares the strategy that makes it possible.
Customer Service
Strategies for providing next-generation service for today’s customers
Customer Service 5 min read
Intentions matter: How to uncover the why behind customer questions
Delivering great customer support means getting to the root cause behind customer conversations. Here’s how to understand what your customers are really asking.
Customer Service 5 min read
Announcing powerful new Intercom reporting features: conversation topics and custom reports
Getting valuable insights from your customer conversations is vital for providing excellent support at scale. With these powerful new reporting features, it’s easier than ever to find the signal in the noise.
Customer Service 2 min read
Beyond CSAT: How customer satisfaction metrics are changing
Your CSAT score isn’t the only thing you should be looking at. Here’s what you need to know to do customer support metrics right.
Customer Service 7 min read
Conversational experiences and customer outcomes: How Typeform creates blueprints for customer success
Typeform’s Senior Director of Customer Success Christine Werner outlines the importance of understanding your customers’ needs and desired outcomes, and how to create blueprints to help them succeed.
Customer Service 6 min read
Getting M.O.R.E. from your support team: A 4-step framework for boosting morale
Customer-facing environments require sustained energy, empathy, and enthusiasm to meet and exceed customer expectations. Learn how we boost team morale with our four-step M.O.R.E. framework.
Customer Service 6 min read
Give your customers best practices, not just FAQs
Skip the boring how-tos and FAQs. Instead, create best practice content to teach customers how to get the most from your product.
Customer Service 7 min read
Zapier’s Richard Hall on why your support organization is a brain trust – not a cost center
Zapier’s Director of Support Operations Richard Hall reflects on what it takes to build a great customer experience, from valuing your team to listening to your customers.
Customer Service 13 min read
Help desk metrics: Elevate your customer support with the right insights
Measuring the right metrics adds context to your support operations, allowing you to effectively adjust your customer support strategy. Here are the metrics to keep an eye on.