Strategies for providing next-generation service for today’s customers
Customer Service 9 min read
Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers. And delivering on that promise requires making critical choices – from what their mission is to how they work.
Customer Service 7 min read
One of the unavoidable realities of working in customer support is having to deal with people who are upset. Learning how to handle these situations will help you not only defuse angry customers but also keep your cool.
Customer Service 7 min read
Creating great proactive help content – that resolves your customers’ queries – is a dialogue between your support team and product team. Start with these four questions.
Customer Service 5 min read
How do you scale support experiences around the world? Learn our three step approach to creating a multilingual support strategy.
Customer Service 5 min read
Keen to master Intercom and stay ahead of the curve? Our new learning platform, Intercom Academy, is a series of online courses that will help you excel at your job at every stage of your career.
AI & Automation 5 min read
If your support team is routinely asking the same set of questions at the start of every chat conversation, it’s time to ask if you’re using the right tools to triage support issues.
Customer Service 27 min listen
Slack’s Director of Customer Experience Products talks about the concept of ‘radical convenience’ and how they manage the customer experience.
Customer Engagement 7 min read
Help content is the most scalable way to empower your customers and your support team. Here’s how to leverage it for a successful product launch.
Customer Service 30 min listen
In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has.