Strategies for providing 24/7 support for today’s customers
Scale by Intercom 6 min read
When it comes to building a strong support experience, Chris Jewitt, Customer Success Manager at Klaus, notes that the key is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve.
Scale by Intercom 6 min read
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. That’s an incredible statistic – but how can these benefits be realized?
Support 6 min read
The holidays are around the corner! Is your support team ready for the volume? Here are 6 ways you can automate parts of your support workflow to make sure your customers get fast, precise support, 24/7.
Scale by Intercom 6 min read
As the world looks ahead to the future of work, Kristen Swanson explains Slack’s focus on supporting its customers and helping them to navigate this transition.
Scale by Intercom 35 min listen
Nate Brown shares how to tune in to the voice of the customer, how traditional Customer Support evolved to become Customer Experience and how the holistic approach can be the ultimate brand differentiator.
Support 5 min read
Go beyond bland FAQs with our tips for writing help content that informs, motivates and really sets your customers up for success.
Support 5 min read
Measuring performance is difficult, so crafting effective KPIs (key performance indicators) is important. Find out how to track the success of your operations in relation to achieving your company goals or objectives.
Support 6 min read
Good customer support costs time and money. Learn how support can become a strategic investment that increases customer retention and reduces churn.
Scale by Intercom 5 min read
Aircall’s Global Head of Customer Care Ian MacLean explores the importance of having an integrated support tech stack to avoid what’s known as the “swivel chair effect” – switching between multiple tools and screens to gather enough context to solve a problem.