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Making Continuous Discovery Work for You: The SPICEY Approach

Product Talk

Of course, just because something is simple doesnt mean that its easy. Of course, it might not feel magical at the time. They reached out to around 5,000 users from HiveMQs free plan, as well as several hundred marketing qualified leads (MQLs) from inbound leads. You just have to get started. Map out your assumptions.

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Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT

Intercom, Inc.

Below, we share how the outbreak has impacted three key support metrics – inbound volume, wait times, and CSAT scores – and advice from respected leaders on how to continue caring for your customers in a crisis. Inbound volume is spiking for half of support teams. The increased volume is affecting businesses of all types.

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How customer service chatbots are redefining support with AI

Intercom, Inc.

Consider implementing live chat or targeted messaging first if you have yet to do so: this will still help reduce your support volume and improve your customers’ experiences no matter the size of your business. Of course, not all the learning has to be done via AI. You’re unable to have your support team present 24/7.

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Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more

Intercom, Inc.

Discover what you can do with 2-way SMS, including sending promotional messages, re-engaging your customers, and much more over at our help center. This means they can manage conversation balances across teammates in the course of their day-to-day supervision – providing flexibility for support managers while maintaining control.

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What is proactive support?

Intercom, Inc.

Using clever features like outbound messages , banners , product tours , and more, you can provide customers with the help they need before they have to contact your team. It reduces inbound conversation volume without sacrificing customer happiness. Win back more time for your team with these 4 proactive messages.

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Get context on live chat conversations fast

Intercom, Inc.

With lots of inbound leads, you’ll need to prioritize which ones need a response first, and it’s not always as easy as you might expect to make this judgment call. Urgency is one thing but you will also need to parse the context of your lead’s message right away so make every question counts. Ask the right questions right away.

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Product in Practice: Getting Value Out of In-App Surveys Takes Iteration

Product Talk

Quick Re-Introduction to Ellen Juhlin If you’re a longtime Product Talk reader, you’ve taken a Product Talk Academy course , or you’ve spent some time in the Continuous Discovery Habits community , you probably already know Ellen Juhlin. While Orion had started with a B2C focus, they got a lot of inbound interest in the B2B space.