Struggling to strike the right balance between support efficiency and customer satisfaction? Learn how to maintain a burnout-free workload, while still delivering a great customer experience.
Latest posts by Ryan Steinberg
Support 11 min read
Need an antidote to long wait times and ticket deflection? Proactive customer support helps your team pre-emptively address known issues before they even arise. Here’s what it is and how to excel at it.
Support 12 min read
Much has changed in the last few weeks. And for many support teams, automation has helped them meet changing customer expectations in these unprecedented circumstances.
Product & Design 4 min read
We are big fans of emoji at Intercom, but when we noticed people were reluctant to use 😍 to rate conversations, we did some further research. Here’s what we found.
Support 8 min read
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time…
Support 5 min read
The prevailing view of customer support is that it’s a cost center, and that companies are always looking to lower…