Customer Service Archives

The 5 conversational support metrics that matter

There are hundreds of customer service metrics your support team can track for your conversational customer support. But you will…

Former Head of Platform Partnerships, Intercom

Sales and support teams usually aren’t seen as having much in common. In fact, at most companies a certain amount…

Account Executive, Intercom

Blaming your customer support team for unhappy customers is like blaming weathermen for the rain. Sure they’re involved, but only…

Co-founder & Chief Strategy Officer, Intercom

Treat your customers poorly or fail to educate them on how to use all the great features your product offers, and they won’t stick around for long.

Former Editor, Intercom

No matter how great the product, poor support guarantees a bad experience. As the face of your company, your support…

Senior Director, Automated and Proactive Support, Intercom

There’s no escaping the fact that supporting your customers costs money, but how much money can you afford to spend…

Product Marketing Manager, Intercom

Customer support has undergone some dramatic changes over the past ten years. We’ve moved from call centers, to ticket-based helpdesks,…

Former Head of Platform Partnerships, Intercom

Your support team spends all day talking to customers about your product. That probably means they know both your product…

Former Manager of Customer Support, Intercom

In most cases, customers get in touch with businesses because they have a question they need answered, or a problem…

Chief Product Officer, Intercom