Customer Service 5 min read
The characteristics of modern customer support
Customer support has undergone some dramatic changes over the past ten years. We’ve moved from call centers, to ticket-based helpdesks,…
Customer Service
Strategies for providing next-generation service for today’s customers
Customer Service 7 min read
Does your support team know more about your product than you do?
Your support team spends all day talking to customers about your product. That probably means they know both your product…
AI & Automation 6 min read
Rethinking customer support automation
In most cases, customers get in touch with businesses because they have a question they need answered, or a problem…
Customer Service 4 min read
What content can learn from product development
In software development, shipping a product is just the beginning. Only when a product is in the hands of its…
Customer Service 6 min read
Announcing Educate: what a knowledge base should be
Up to now Intercom has focused on making personal, relevant conversations the cornerstone of great support. But often the best…
Customer Service 5 min read
Staying connected to a company culture remotely
For remote staff staying connected to a company culture can be challenging. But provided you’ve set yourself up for success,…
Customer Service 8 min read
Day Zero: A new way to define customer success
We’re strong proponents of the idea that successful onboarding is about finding the common ground where both you and your…
Customer Service 33 min listen
Basecamp’s Chase Clemons on delivering better support
As a Support Pro at Basecamp, Chase Clemons has learned a few things about improving the customer experience, and he’s eager to share them.
Customer Service 31 min listen
Wistia’s Jeff Vincent on solving customer problems
Broadly speaking you can solve customer problems two ways. You can solve them directly with customer support or try and get to the root cause by building or improving a product.