The Intercom Blog

Articles and Podcasts on Customer Service, AI and Automation, Product, and more

Customer experience design, or CX design, is the discipline of designing better customer experiences at each point of the customer journey.

Downtime is a period of time that a business experiences an outage in the core services that power their product or systems.

Customer experience management is a system of marketing strategies and technologies focused on customer engagement, satisfaction, loyalty, and advocacy.

A customer feedback loop is the process that takes place between a customer providing feedback and a brand acting on that feedback and telling the customer.

Customer support volume is a key metric for customer service teams that measures the total number of interactions between support staff and customers.

Customer service escalation is the process of transferring a customer request to individuals with more seniority or more specialized skill sets.

Average handle time (AHT) is the average length of a customer service call and is a metric commonly used by call centers to assess their performance.

Power users are defined as the customers that use a company’s software more often and in more effective ways than other users.

Customer self-service is an offering that gives customers the ability to solve problems on their own – without having to talk to a customer service professional.