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How to keep KPIs meaningful for your customer support team

Intercom, Inc.

They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. But KPIs carry the risk of seeming impersonal. When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. What KPIs should you track?

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Customer Service KPIs: What Metrics To Track & How To Improve Them With Actionable Strategies

Userpilot

Having trouble deciding which customer service KPI to use? There are some vanity metrics among the KPIs for customer service. So let’s look at the most important KPIs that will help you create strategies to provide superior customer service and boost retention. What are customer service KPIs?

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ChatGPT for Product Managers: 13 Best Prompts

Userpilot

Perform a SWOT analysis, identify the strengths and weaknesses of your top competing products, etc. Task ChatGPT with identifying and formulating the best pricing strategy for your industry. You may want to learn who your top competitors are, their value proposition , and their weaknesses. Please put data in a tabular format.

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Building a culture of product experimentation at NerdWallet

Mixpanel

No matter the industry, product experimentation should always be done with your customers top of mind. On the NerdWallet team, we go beyond a binary “pass / fail” grade on demo days with Engineering, Product and Design. These turkey demos have surfaced key learnings for our team. , and make smart money moves (e.g.

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Help desk metrics: Elevate your customer support with the right insights

Intercom, Inc.

But with so much data to consider, how can you define the help desk metrics that matter for your team? However, KPIs identify more specific goals that can be adjusted based on performance. This can empower teams to take strategic action to improve their overall support experience for customers.

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How support leaders measure (and improve) the quality of their customer support

Intercom, Inc.

That’s why we partnered with Klaus , the conversation review and QA platform for support teams, to get a deeper understanding of what “quality support” actually looks like. Together, we surveyed hundreds of CX professionals, team leads, managers, and executives to get a deeper understanding of how they measure and improve support quality.

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Part One: Key Elements to Become a Healthy Product-Led Organization

Bain Public

Let’s face it, most organizations have poor habits around roadmap completion — this is why getting leadership (or stakeholders) to develop consistent, stable and familiar routines reinforced through repetition and communication is valuable. Unfortunately, product leadership culture can get a little messy.