Customer Service Archives

Support tickets alone are not enough – it’s time to offer conversational support

Many online businesses have done little to improve our most frustrating real life customer support experiences. Too often, they rely…

Director, Customer Engagement, Intercom

Explaining complex software to customers who may not have a technical background certainly has its challenges. Frustration for both parties…

Former Manager of Customer Support, Intercom

There are hundreds of customer service metrics your support team can track for your conversational customer support. But you will…

Former Head of Platform Partnerships, Intercom

Sales and support teams usually aren’t seen as having much in common. In fact, at most companies a certain amount…

Account Executive, Intercom

Blaming your customer support team for unhappy customers is like blaming weathermen for the rain. Sure they’re involved, but only…

Co-founder & Chief Strategy Officer, Intercom

Treat your customers poorly or fail to educate them on how to use all the great features your product offers, and they won’t stick around for long.

Former Editor, Intercom

No matter how great the product, poor support guarantees a bad experience. As the face of your company, your support…

Senior Director, Automated and Proactive Support, Intercom

There’s no escaping the fact that supporting your customers costs money, but how much money can you afford to spend…

Product Marketing Manager, Intercom

Customer support has undergone some dramatic changes over the past ten years. We’ve moved from call centers, to ticket-based helpdesks,…

Former Head of Platform Partnerships, Intercom