Intercom, Inc.

JULY 12, 2022

Omnichannel support is a customer service approach that offers customers seamless support across multiple distinct channels. . Omnichannel support is intentionally integrated, retaining important customer data and ensuring a consistent customer experience across various channels and touchpoints. . Impressive resolution times.

Omnichannel 118

Omnichannel Touchpoint Social Media Customer Loyalty 118

Intercom, Inc.

JUNE 14, 2022

Tiered support refers to support models that are organized with multiple levels or tiers of support. What does a tiered support model look like in practice? Typically, a tiered support model follows a numbered hierarchy with different levels of support assigned to each tier.

Engineering 118

Engineering Customer Service Customer Experience 118

Intercom, Inc.

JULY 1, 2020

Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. What is proactive customer support?

Education 239

Education Sales Customer Retention Customer Loyalty 239

Intercom

DECEMBER 5, 2023

And can support teams do the same to convey their true value within their companies – and, in particular, convince other teams of the value of AI-powered support tools? Support teams looking to use their data to show their impact and grow appreciation for their work can take three major learnings from Spotify Wrapped.

AI 97

AI Customer Service Customer Experience 97

Intercom, Inc.

JUNE 22, 2022

Bots are transforming the way businesses support their customers. How do they improve the support experience? Not only that, these features will boost support rep efficiency by removing the need to access multiple systems to find the answers your customers need. Little effort, huge impact.

Invoicing 218

Invoicing E-commerce Customer Satisfaction Start-ups 218

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships. Consider the size of your business and your support team.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business. Current trends in customer support show that 79% of customer case submission is happening via digital channels.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. This industry is full of complex machinery and detailed processes.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

Help Scout

APRIL 15, 2024

As we venture into this next season of support, where AI will make our landscape more competitive and providing human support will become more demanding, what kinds of skills should we be developing? Read the full article

Sports 63

Sports AI 63

Intercom, Inc.

MAY 18, 2021

So we wanted to learn more about these tectonic shifts in the support world so that we could share them with you, our customers, and our readers. They found that: Messenger-based support is now the second most used support channel. They found that: Messenger-based support is now the second most used support channel.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

TeamSupport

NOVEMBER 15, 2023

Companies need to know what their staffing needs are at any given time or season to effectively manage support demand. Here is some expert advice on how to find the “sweet spot” between overstaffing and understaffing your customer support team, and what skill sets you’ll need to look for to scale your team effectively.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

TeamSupport

APRIL 10, 2024

Arobust client support software solution, TeamSupport is uniquely positioned to help agents manage post-sale customer interactions with finesse, ensuring businesses not only retain their customers but also cultivate relationships based on trust and satisfaction. This is where TeamSupport comes in.

Sales 52

Sales Customer Satisfaction 52

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. This data can reveal common customer issues, preferences, and trends.

AI 90

AI Customer Service Sales Customer Satisfaction 90

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. So let’s dig into the key chatbot pros and cons to give you a complete picture of the chatbot advantages and disadvantages in customer service and support. The post Chatbot Pros & Cons in Customer Service & Support appeared first on Comm100.

Customer Service 88

Customer Service Compliance AI Customer Satisfaction 88

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Intercom, Inc.

JUNE 24, 2020

The Conversational Support Funnel helps modern support teams provide personal, efficient support to customers, at any scale. At the same time, support teams are grappling with a rise in conversation volumes. At the same time, support teams are grappling with a rise in conversation volumes.

Gaming 210

Gaming Customer Loyalty Customer Expectations Customer Experience 210

Adrian Swinscoe

NOVEMBER 26, 2021

The post How can managers support and progress their hybrid workforces? This is a guest post from Natasha Bougourd, a copywriter for Impact International. COVID has revolutionised the way we work, and many businesses are now living […]. first appeared on Adrian Swinscoe.

246

246

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

TeamSupport

NOVEMBER 18, 2022

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. Essentially rising support demand will likely hurt your business’ revenue.

Customer Satisfaction 98

Customer Satisfaction B2B Customer Experience 98

Intercom, Inc.

MARCH 9, 2021

With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale? The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support.

Customer Expectations 170

Customer Expectations Customer Experience 170

Intercom, Inc.

AUGUST 13, 2020

Yesterday we launched powerful upgrades to the Intercom platform for support teams. Teams can now use Intercom to efficiently provide conversational support for all types of questions, from simple ones to the most convoluted ones. But now our Support org comprise several teams that specialize in different types of conversations.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Customer Think

APRIL 8, 2024

Products and devices can be complex to troubleshoot, making customer support a challenge. Companies typically offer a wide range of products and devices, each with its own support requirements, which compounds the complexity of diagnosing and troubleshooting problems remotely.

AI 64

AI Technology Technology 64

TeamSupport

APRIL 3, 2024

One such tool is TeamSupport, a complete client support solution designed to facilitate effective communication and collaboration among business teams. Let's delve into how you can leverage this multi-functional tool to provide top-tier support for your clients.

Omnichannel 52

Omnichannel Social Media Customer Relationship Management CRM 52

TeamSupport

APRIL 23, 2024

When it comes to support, every second counts. The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. Liberation from Repetitive Tasks The battleground of software support is strewn with the shackles of repetitive tasks. The result?

Actionable Insights 40

Actionable Insights Innovation Customer Satisfaction Customer Expectations 40

Intercom, Inc.

OCTOBER 7, 2020

In the not-too-distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. There is no escaping the fact that supporting your customers costs money. COGS and the real costs of customer support. Support team costs (including personnel).

Manufacturing 196

Manufacturing Customer Retention Sales Engineering 196

Intercom, Inc.

AUGUST 12, 2020

Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. As a result, having the right customer support tool is more critical than ever – it can be the difference between winning or losing for many businesses.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Intercom, Inc.

DECEMBER 8, 2020

Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Help desk metrics vs. KPIs. Resolution Time.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Intercom

AUGUST 11, 2022

But facing economic uncertainty coupled with fewer resources, support teams need to work smarter, not harder to increase loyalty. In today’s digital era, customer expectations are rising but many support teams lack the modern tools and strategies needed to provide personal, efficient support at internet scale.

Customer Loyalty 118

Customer Loyalty Start-ups Customer Expectations Customer Experience 118

Intercom, Inc.

JUNE 16, 2020

At the forefront of this move, from what businesses want to what customers need, are support teams. Support teams turn company promises to their customers into experiences that drive long-term loyalty. Offer a great product – and great support. Support leaders know this isn’t true. We’ve all had bad support experiences.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237