Intercom, Inc.

APRIL 7, 2021

The result is the Customer Support Quality Benchmark Report 2021. In our survey, we found that: Self-service support has become the second most popular support channel. 65% of customer service teams now offer support on chat , ahead of 60% of businesses offering phone support. How the support landscape is changing.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Bain Public

JANUARY 11, 2022

What’s important to remember: If this shift creates the need to pivot or adjust the strategy, product managers need to report it to leadership for them to decide whether to act. It might be time to make your CEO provide a clear vision. The analysis captures the market, its sentiment, the industry as well as user data.

Onboarding KPIs 52

Onboarding KPIs Weak Development Team User Friction Customer Experience 52

Gainsight

DECEMBER 23, 2019

She was most recently customer success head at BetterWorks where she led services, customer support management, ops, and training team. Prior to that, Adam held executive roles at Yesmail for over nine years, heading customer experience, product dev, and technology services teams. How do you think about budgets?

Customer Experience 52

Customer Experience Onboarding KPIs User Friction Data Visualization 52