Strategies for providing next-generation service for today’s customers
Customer Service 7 min read
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 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
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
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
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
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
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
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?
Customer Service 34 min listen
Customer service expert and New York Times best-selling author Shep Hyken chats to Intercom’s Ali Biggs about what has changed in the world of customer service and why ultimately, a lot has stayed the same.
