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proactive-support 
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?
239 
Intercom, Inc.
MARCH 16, 2021
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 your support team to address. Download The Ultimate Guide to Conversational Support.
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
Intercom
AUGUST 17, 2021
For years, customer support was seen as a cost center, not a value driver – a necessary response to inevitable customer questions or frustrations. But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough. What is proactive support?
78 
Intercom
SEPTEMBER 8, 2021
For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Moving from a reactive to proactive approach.
118 
Intercom
NOVEMBER 9, 2021
Proactive support is a lifesaver for busy teams looking to provide exceptional support at scale. What is proactive support? Proactive support is a strategic approach to anticipating and delivering on your customers’ support needs, where they are, before they ask for help.
59 
CX Network
JUNE 22, 2021
How using proactive support techniques can help customer support teams regain control and increase customer satisfaction.
CX Network
JULY 13, 2021
A guide to sending affective proactive support messages to customers.
57 
Zendesk
FEBRUARY 8, 2021
If B2C brands want to survive and flourish in the post-pandemic era, they have to avoid reacting, and instead be able to anticipate customer needs and proactively support customers in the moments that matter most. Support buyers as they make a purchase. Buying things online can be stressful.
52 
Adrian Swinscoe
MARCH 6, 2023
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post Dialpad is betting that TrueCaaS is the future of customer service. They might be right. first appeared on Adrian Swinscoe.
246 
Intercom, Inc.
APRIL 30, 2020
During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. Along with proactively communicating with their users, our customers are also investing in self-service options to address questions that their users will have.
188 
Intercom, Inc.
AUGUST 26, 2020
As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Today support teams have a full plate.
Intercom, Inc.
JUNE 23, 2020
The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. Customer support is undergoing massive, irreversible change.
245 
Intercom
DECEMBER 10, 2021
Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. What to do: Communicate proactively and set expectations using targeted messages. Read more: What is proactive support?
97 
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.
Futurelab
DECEMBER 27, 2023
Change the mandate: Initiate discussions with your leadership to request a managerial mandate that covers your proactive involvement in CX strategy and decision-making. Learn about their objectives, challenges, and how CX improvements can align with and support their goals.
Intercom, Inc.
JULY 2, 2020
This way of thinking about support is all about efficiency. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.
253 
TeamSupport
MAY 15, 2024
Enhancing the efficiency of support teams is not just a necessity but a mandatory strategy for businesses aiming to thrive. This is where a stellar support ticket system becomes indispensable. The Human-Centric Approach of TeamSupport At our core, TeamSupport is engineered with ease of use and customer-specific support in mind.
52 
Comm100
DECEMBER 12, 2023
We all know that the world of customer service and support is constantly on the move. This reduces escalation and increases support capacity. – The Hugo Team, Why Is Proactive Customer Service So Essential? – The Hugo Team, Why Is Proactive Customer Service So Essential? It also increases support capacity.
81 
TeamSupport
MARCH 23, 2021
Competitors can attract them by offering better customer benefits, including proactive customer support. By providing superior customer support, B2B companies can differentiate their brands and improve their profits. 5 Tips to Build the best B2B Customer Support. B2B customer support is relationship-oriented.
105 
Intercom, Inc.
NOVEMBER 18, 2020
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. Today, support teams are navigating an increasingly demanding support landscape. Companies that automate customer support are nearly 4x more likely to see CSAT improvements. .
Comm100
MAY 7, 2024
Enhancing customer experience : Streamlined customer support provides consistent, high-quality support across all touchpoints, whether through chat, email, or social media. By offering support across a range of channels, you can meet customers where they are while streamlining customer service.
Intercom, Inc.
JANUARY 18, 2023
Are you providing the right support and delivering ongoing value? Are you providing the right support and delivering ongoing value? Proactively engaging and supporting your customers. “Are you attracting and engaging the right customers? And where should you start?” And where should you start?
Zendesk
MARCH 13, 2024
“With Ultimate, we will help our customers set a new standard, with AI agents giving customers the support they need quickly and effortlessly. Ultimate’s AI agents automate up to 80 percent of support requests. AI agents can be smarter, more reliable and provide precision support,” said Daniel Newman, CEO of The Futurum Group.
138 
Intercom, Inc.
JANUARY 27, 2021
Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success. This is the fifth in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
165 
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.
Intercom
MARCH 7, 2024
Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.
59 
Inside Customer Service
JUNE 16, 2022
"I want them to be more proactive." All of the training for this company's support team was transactional. Yet there were big questions the vice president needed to answer if he wanted his customer service team to be more proactive. Do reps know what proactive customer service looked like? He shared a number of examples.
192 
Comm100
APRIL 10, 2024
Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. Offers multilingual support. AI Chatbots AI chatbots make it possible to provide support to customers at all times and in multiple languages.
Intercom, Inc.
JULY 26, 2022
Often, this means anticipating your customers’ needs and wants, and taking proactive steps to outperform their expectations. . Instead, it is proactive in finding and offering solutions to its customers’ problems, before customers ask for help. . Anticipating customer questions and developing resources that address them proactively.
129 
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.
Intercom, Inc.
OCTOBER 22, 2020
Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support. Erasing friction points forever with proactive CX. But this reactive way of supporting customers is outdated – broken even.
218 
Intercom, Inc.
DECEMBER 21, 2020
“We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. Proactive is the way of the future.
232 
TeamSupport
JANUARY 20, 2021
The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. From Reactive Support to Proactive Success. Overall support demand grew by 10.6%
81 
Help Scout
AUGUST 22, 2023
What proactive customer service is and why it's important. Learn the steps to take to deliver the proactive support your customers want. Read the full article
Intercom, Inc.
MARCH 17, 2021
Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. In the support organization, Jean-Bernard is one of the senior managers overseeing HubSpot’s North and Latin American support efforts.
138 
Totango
DECEMBER 20, 2023
I felt fully supported by the Totango implementation, data, and support teams. From streamlining customer interactions and optimizing business operations to supporting critical in-app communications , the Totango software makes connecting, integrating, and empowering cross-functional partners easy and valuable.
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.
Totango
MAY 17, 2024
Unsurprisingly, a similar echo was heard at TSIA World INTERACT in May—doubling down on the fact that CS lags behind other customer-facing functions like support and service when it comes to AI adoption and innovation. Leveraging AI in customer support can significantly reduce customer effort.
89 
Intercom
NOVEMBER 30, 2021
Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.
124 
TeamSupport
MARCH 11, 2024
Is your team ready for the future of customer support? The Future is Now First things first - let's talk about how customer support has evolved. Nowadays, the customer support landscape is more akin to a bustling city, full of life, interaction, and innovation. The Big Trends So what's on the horizon?
TeamSupport
MARCH 11, 2024
Is your team ready for the future of customer support? The Future is Now First things first - let's talk about how customer support has evolved. Nowadays, the customer support landscape is more akin to a bustling city, full of life, interaction, and innovation. The Big Trends So what's on the horizon?
Help Scout
AUGUST 22, 2023
Help Scout’s Beacon gives your customers access to email and live chat support, help documentation, and proactive messaging—all right where they need it. Read the full article
Help Scout
AUGUST 22, 2023
Introducing Messages, a new way to convert more customers, reduce support requests, and build a better business proactively. Read the full article
98 
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.
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