Customer Service 32 min listen
Ryan Steinberg on fostering empathetic automation
In this episode of Inside Intercom, we sat down with Intercom’s Head of Global Support Operations Ryan Steinberg to discuss automation and the future of support.
Customer Service
Strategies for providing next-generation service for today’s customers
Customer Service 7 min read
Why efficiency, not just effectiveness, is key to scaling customer success
In customer success, your goal is help as many customers as possible, as quickly as possible. But, during times of rapid change, juggling everything on your plate, along with your customers’ needs, can be a challenge.
Customer Service 6 min read
Support strategies that drive better retention
Support teams can profoundly influence retention by creating an experience that increases product satisfaction and deepens product knowledge. Monday.com’s Tom Ronen and our own Kaitlin Pettersen share their insights on this topic.
Customer Service 8 min read
Why CSAT only gives you half the picture – and what to do about it
CSAT is by far the most popular customer service quality metric used across all industries. But CSAT alone is actually a poor indicator of support quality.
Customer Service 9 min read
Leading your support team through a crisis
A team takes its tone from its leader. When a crisis like COVID-19 occurs, how do you lead by example and provide them with the guidance and reassurance they need?
Customer Service 37 min listen
Navigating the surge: A customer support roundtable
When global work moves online overnight, a wave of support tickets follows. Our support leaders share how they’ve steadied the course.
Customer Service 10 min read
Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT
How has the coronavirus outbreak impacted customer support teams? We surveyed 400 support leaders and interviewed more to find out how they’re caring for their customers and their teams – in a crisis.
Customer Service 5 min read
Tips for using Intercom to help with your COVID-19 response
Your business might be seeing more customer conversations as a result of the COVID-19 pandemic. These Intercom tips will help you handle the volume of queries and conversations, supporting your customers at this challenging time.
Customer Service 8 min read
How to manage your support communications during a crisis
Supporting your customers with efficiency and empathy is challenging in the best of times. But when an unprecedented event like COVID-19 hits, what do you say and how do you say it?