Intercom, Inc.

DECEMBER 22, 2020

We thought deeply about what defines great customer support. We charted the rise of conversational support and the end of “eh, good enough.”. We launched the Conversational Support Funnel , a new framework for thinking about how to empower your team to provide the best support for your customers.

Scale 220

Scale Scaling Customer Support Interviewing 220

SaaStr

JUNE 12, 2022

There was one thing prospective sales reps would say in an interview that always chilled my spine. Incent Your Customer Support Team to have as many positive customer resolutions as possibl e. It would especially come from sales reps from larger companies in high-velocity in-bound environment (e.g., ” Sigh.

Compensation 298

Compensation Customer Success Interviewing Sales 298

User Pilot

MARCH 9, 2025

It could include conducting user interviews and surveys, analyzing product usage data, and tracking customer feedback , to name a few. In action, customer research in SaaS could look something like examining support tickets to uncover recurring issues or feature requests , like consistent asks for better reporting features.

SaaS 83

SaaS Social Media Interviewing Scale 83

Intercom, Inc.

JULY 2, 2020

And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers. The evolution of customer support.

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Of course, customers are busy. Here’s a few simple ways you can do that: Sit in on sales calls to find out what your customers want to achieve with your product.

Scale 232

Scale Technical Review Education Customer Support 232

Tom Tunguz

SEPTEMBER 9, 2017

I hear EQ uttered in nearly every job interview and evaluations, and assumed that high EQ correlated to higher job performance. This is true in both high emotional labor roles (sales, customer support) and low emotional labor jobs (programmer, analysts). Searching for that lexicon in interviews is one way of identifying it.

Sales Hiring 185

Sales Hiring Startup Construction Interviewing 185

Practical Advice on SaaS marketing

DECEMBER 3, 2019

But first let me point out some bad options: Customer satisfaction surveys: These surveys can be measure existing customers’ satisfaction with your solution, but they don’t reveal why they bought the solution to begin with. Customer support: When a customer is talking with a support agent, they usually trying to get a problem resolved.

Interviewing 179

Interviewing Market Research Education Customer Support 179

Intercom, Inc.

MAY 31, 2022

CX for Growth is a webinar series hosted by the Startups team at Intercom, a casual, interview-style monthly session featuring special guests and exploring customer experience topics that help to drive growth in your business. HoneyBook is a customer of ours that has done a great job at this. Here’s an interview guide.

Underperforming Technical Team 210

Underperforming Technical Team Construction Interviewing Scaling 210

User Pilot

AUGUST 17, 2024

This guide will introduce you to the best resources available for customer support specialists, providing you with a curated selection of valuable materials to enhance your skills and knowledge. Their primary goal is to ensure customer satisfaction by delivering timely and effective support. Let’s get started!

Customer Support 52

Customer Support Social Media Onboarding Trends 52

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. When I first start working with clients, I’ll interview executives, employees, customers, and the employees. Writing the book on customer experience.

Scale 211

Scale Consulting Interviewing Customer Support 211

Intercom, Inc.

JUNE 22, 2018

Know your customers and how they decide. An interview with Ryan Singer. Proactive support with Intercom. An interview with Joshua Porter. As you can see, posts about running an effective support process have little in common with cohort analysis, or debate around the merits of design. How to hire designers.

Artificial Intelligence 223

Artificial Intelligence Machine Learning Interviewing Customer Support 223

Intercom, Inc.

MAY 17, 2018

Bob: I usually start with interviews to understand the difference between what they say and what they do, and to understand the things that happen to them or the things they want to happen – what we call the “causal mechanisms.” Des: One of the techniques I’ve seen in your JTBD interviews is that you sort of freeze time. Why is that?

Sales Hiring 202

Sales Hiring Interviewing Scale Underperforming Technical Team 202

User Pilot

AUGUST 28, 2024

Understanding the salary range for customer support specialists is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer support specialist is a professional responsible for assisting customers with inquiries, troubleshooting issues, and providing solutions to user problems.

Customer Support 52

Customer Support Social Media Scale Healthcare 52

SaaStr

JULY 27, 2022

At the SaaStr Europa 2022 event, Accel Partner Philippe Botteri interviewed PayFit CEO & Co-Founder Firmin Zocchetto to ask about his GTM strategy. . Customers should feel empowered to take on onboarding and essential customer support themselves. The self-serve approach goes beyond the sales cycle.

SMB 244

SMB Sales Hiring Scale B2C 244

Intercom, Inc.

DECEMBER 10, 2020

Not only is it the name for his own interview series, it’s the evolution of his own thinking about the attributes that leaders need today. Those beliefs are at the core of customer success: that it’s about a relationship that goes beyond a transaction between company and customer. From reactive to proactive customer support.

Scale 223

Scale Customer Success Scaling B2B 223

User Pilot

AUGUST 27, 2024

Embarking on a career as a customer support specialist involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer support specialist. Looking into tools for customer support specialists?

Customer Support 52

Customer Support Social Media Scale Education 52

SaaStr

JULY 5, 2023

Model 1: Align The Funnel — One Clear Owner Reduces Waste and Friction As CRO at Divvy, Snow was responsible for marketing, sales, implementation, customer success, customer support, and revenue operations. A great team is the foundation of it all. That responsibility and ownership was a powerful tool to align their funnel.

Strategy 246

Strategy Marketing Underperforming Technical Team Sales Hiring 246

Intercom, Inc.

DECEMBER 17, 2018

We’ve put together this guide to help you not only successfully implement live chat on your website, but also to offer the right kind of experience for your customers. Let’s first take a look at why live chat is such a powerful tool for customer support teams. How live chat fits with evolving customer service needs.

Software Review 217

Software Review Systems Review Technical Review AI Search 217

User Pilot

NOVEMBER 7, 2024

Here’s how: Conduct internal interviews : Talk to your sales team, customer success managers, and product team members. They interact with customers daily and have invaluable insights into their needs, pain points, and how they use your product.

Payment Methods 103

Payment Methods Payment Solutions Software Review SaaS Payments 103

Intercom, Inc.

JUNE 16, 2022

In this special Inside Intercom episode, we’ve interviewed a few of our teammates to hear not only about their lives and experiences, but what it means to be an ally. Shauna O’Brien (she/her), a Customer Support Specialist based in Dublin. Ryan Parker (he/him), a Senior Support Specialist based in Chicago.

Interviewing 40

Interviewing Education Customer Support Engagement 40

User Pilot

JUNE 29, 2024

. – Plan customer interviews to gain deeper insights into your product. – Stay on top of online reviews and draw the voice of the customer (VOC) to get a glimpse of your brand’s reputation. – Review your customer support tickets and notes to identify the most repeated feedback and issues to solve it.

AI Search 111

AI Search Underperforming Technical Team Interviewing AI 111

User Pilot

MAY 30, 2024

Customer interviews Similar to customer surveys, customer interviews are an excellent tool for collecting product feedback and conducting market research. Unlike surveys, though, they involve direct interactions with customers, giving you more flexibility. Customer support ticket example.

Social Media 104

Social Media Interviewing Scale SaaS 104

Intercom, Inc.

MARCH 26, 2020

We are conducting interviews and onboarding new employees remotely. Our global team of Customer Support Specialists and Engineers has moved to a remote working environment and are fully operational. We are online and available to support you via the Intercom Messenger 24/7, as always.

AWS 192

AWS Business Scale Cloud 192

Totango

OCTOBER 7, 2021

After a customer support issue has been resolved. At customized intervals based on the customer’s individual data, such as the 30-day anniversary of their purchase. NPS uses a scale of 0 to 10 to measure how likely a customer would be to recommend your brand to a friend or colleague. Conduct Customer Interviews.

Software Review 108

Software Review Technical Review Interviewing Benchmarks 108

Totango

JULY 28, 2021

To help customers achieve desired outcomes, success managers may perform duties such as: Helping customers set measurable customer-centric goals. Assisting with customer onboarding. Coordinating resolution of customer support issues. Customer success managers may handle different volumes of customers.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Intercom, Inc.

AUGUST 13, 2020

The inside sales team sits together with the marketing team and both have a close relationship with customer support. . When done thoughtfully across the customer journey, AI and automation bring together the entire engine and ecosystem of people and resources – a unified approach for a unified customer experience. .

Scale 209

Scale Branding Social Media Technical Review 209

Intercom, Inc.

JULY 1, 2019

Interview customers who have recently signed up for your product. You want to interview people who: Are trying to use your product. So what you need to do is make sure that you’re actually tailoring your onboarding based on customer intent. 5 tips to improve your onboarding. It sounds like hard work.

Retention 223

Retention Onboarding Payment Features Subscription 223

SaaStr

NOVEMBER 12, 2019

Think of your salespeople, think of your VCs, think of your customer support people, people that take lots and lots of meetings. And so, we paired them off into teams of two, and so the culture team was the very last part of the interview process. Tope had invented a much simpler, more beautiful way to schedule meetings.

Sales Recruiting 202

Sales Recruiting Scale Outsourcing Services Sales Hiring 202

User Pilot

JUNE 28, 2024

Here are the main methods of collecting customer feedback: Use feedback surveys such as NPS, CES , and CSAT to collect user insights. User interviews are another great way to connect with users. Customer effort score surveys. User interview modal in Userpilot. CSAT survey created with Userpilot. Wise’s email NPS survey.

Social Media 102

Social Media Scale Systems Review Software Review 102

User Pilot

AUGUST 30, 2024

Gather direct data with user interviews. Delve into your customer service interactions. Gather direct data via customer interviews Customer interviews are one of the most straightforward ways to collect data. An in-app message inviting you to an interview. Monitor social media interactions.

Data 105

Data Social Media Scale Interviewing 105

User Pilot

AUGUST 10, 2023

It really depends on your objectives at the moment, but it’s best you implement both types to get the full picture of customer satisfaction. Invite passives to interviews to learn more about their expectations. Trigger a follow-up question to learn why they’re unhappy with your support. NPS segmentation with Userpilot.

SaaS Payments 97

SaaS Payments Payment Solutions Software Review Interviewing 97

Intercom, Inc.

JUNE 24, 2021

In this special Inside Intercom episode, we’ve interviewed a few of our LGBTI+ teammates to hear their reflections on being out while everyone is inside. Sam Stocker (she/they), a Customer Support Specialist, based in Chicago. Leanne Harte (she/her), a Customer Support Manager, based in Dublin.

Customer Support 221

Customer Support Interviewing Company Culture Management 221

Trint

OCTOBER 1, 2021

Owen Role in Trint: Customer support agent Time at Trint: 2 months Responsibilities: Monitoring and taking care of customers. Resolving customer queries. Signing up customers and being the first point of contact for new and existing customers.

Software Engineering 130

Software Engineering Engineering Interviewing Travel 130

User Pilot

MAY 22, 2024

Hotjar helps understand customer behavior and gather qualitative research to improve website user experience. User Interviews simplifies recruiting participants and streamlines conducting user interviews and gathering user feedback. Customer support : Good customer support is crucial.

User Experience 105

User Experience Interviewing AI Search Software Review 105

Intercom, Inc.

JULY 21, 2022

What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through customer relationships and how to build successful products at scale. I’m recording the first in what I expect to be a series of interesting interviews.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

User Pilot

AUGUST 21, 2024

Trigger contextual customer feedback surveys. Dig into your CRM systems and customer support interactions to gather insights. Track social media interactions to understand customer sentiment. Analyze this data to gain a comprehensive understanding of individual customer preferences, behaviors, and pain points.

Data 105

Data Social Media Interviewing User Experience 105

User Pilot

OCTOBER 20, 2022

You should also incentivize customers to take part in surveys, interview loyal customers , and replicate their journey for others. Other strategies include using walkthroughs to help new users reach activation faster, creating an in-app help center, and providing top-notch customer support.

Strategy 98

Strategy Software Review SaaS Customer Lifetime Value 98