Customer Service 10 min read
How to bolster customer onboarding with video
Onboarding screencasts are the perfect way to show off your product, and set your new users up for success. The…
Customer Service
Strategies for providing next-generation service for today’s customers
Customer Service 7 min read
Embracing a human tone in customer support
Having worked in retail, car rental, a call center, and now at Intercom as a Customer Support Representative, I’ve had…
Customer Service 4 min read
Dear customer support. You don’t need that technical degree.
Want to build an exceptional customer support team for your software company? Each member needs first-rate tech qualifications, right? Wrong….
Customer Service 28 min listen
Slack’s Ali Rayl on supporting 5 million daily active users
In your startup’s early days there are two inputs connecting customers to your brand: the product experience and the support experience.
Customer Service 5 min read
Giving customer support a seat at the product table
At Intercom, we’re ferociously focused on two things: our product and our customers. Keeping a strong bond between these two…
Customer Service 5 min read
The good way to file a bad bug
Great bug reports are the the oxygen of quality control. Take them away and everything turns sour. As a Customer…
Customer Service 6 min read
Real customer delight isn’t over the top
When it comes to customer support, focus on the fundamentals, not the flash, to build a solid product with a…
Customer Service 5 min read
Support tickets alone are not enough – it’s time to offer conversational support
Many online businesses have done little to improve our most frustrating real life customer support experiences. Too often, they rely…
Customer Service 3 min read
Talking tech with non tech people
Explaining complex software to customers who may not have a technical background certainly has its challenges. Frustration for both parties…
