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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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Built for you: Workflow updates, Articles API, and more to help you engage customers efficiently

Intercom, Inc.

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests. Specify who can start a conversation from the Messenger to prioritize and manage your inbound support volume during busy times.

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How GetAccept uses all of Intercom to grow its revenue by 450%

Intercom, Inc.

Enter GetAccept , the all-in-one platform for B2B sales teams that brings video, live chat, proposal design, document tracking and e-signatures together to simplify the life of a sales team. After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” .

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The ultimate marketing technology stack for 2019

Intercom, Inc.

That’s why the first step in building a marketing tech stack is to monitor and document your marketing processes until you fully uncover the way your teams do things today. We use it for: Sending targeted messages to visitors on our website. So let’s say Joe works for Pfizer. How long they stayed on parts of your site.

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Strategies to take your customer support global

Intercom, Inc.

At Intercom, we use tools like Guru to document all internal processes and make it easy for team members to access that information globally. Luckily, real-time translation tools such as Unbabel and Lokalise can help you quickly translate customer messages and conversations in nearly every language imaginable.

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Intercom’s product principles: Creating personal products by design

Intercom, Inc.

My team is focused on building and aligning various channels of communication between customers and end users to enable faster resolution – mediums like messaging, email, video/voice, and social channels. Supporting the exchange of PDF documents on WhatsApp to save customers from having to switch channels to share necessary information.

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Built for you: Powerful updates to Series, Banners, Resolution Bot, and more to help you stay personal at scale

Intercom, Inc.

Our latest updates to Series , Banners , Articles , and Resolution Bot , to name but a few, empower you to streamline your messaging workflows, improve team collaboration, and most importantly, create better experiences to meet your customers’ evolving needs. Efficiently scale your messaging with new additions to Series.