Strategies for providing 24/7 support for today’s customers
Support 7 min read
We chronicled the initial training process of Resolution Bot to give you an inside look into how support teams can play a pivotal role in product development.
Support 32 min listen
In this episode of Inside Intercom, we sat down with Intercom’s Head of Global Support Operations Ryan Steinberg to discuss automation and the future of support.
Sales 7 min read
In customer success, your goal is help as many customers as possible, as quickly as possible. But, during times of rapid change, juggling everything on your plate, along with your customers’ needs, can be a challenge.
Support 6 min read
Support teams can profoundly influence retention by creating an experience that increases product satisfaction and deepens product knowledge. Monday.com’s Tom Ronen and our own Kaitlin Pettersen share their insights on this topic.
Support 8 min read
CSAT is by far the most popular customer service quality metric used across all industries. But CSAT alone is actually a poor indicator of support quality.
Support 16 min read
A well-maintained knowledge base helps your customers find success so that they don’t have to reach out to your team for help. Here’s how to keep yours up.
Support 9 min read
A team takes its tone from its leader. When a crisis like COVID-19 occurs, how do you lead by example and provide them with the guidance and reassurance they need?
Support 37 min listen
When global work moves online overnight, a wave of support tickets follows. Our support leaders share how they’ve steadied the course.
Support 10 min read
How has the coronavirus outbreak impacted customer support teams? We surveyed 400 support leaders and interviewed more to find out how they’re caring for their customers and their teams – in a crisis.
