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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. Register for our Built for you webinar on August 25. And that’s not all we’ve been building. Here are a few highlights.

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8 B2B SaaS Marketing Tactics to Try in 2021 [Ft. Hubspot, Neil Patel, Kontentino & More!]

Userpilot

Hosting a Webinar. Hubspot built its early success off interactive, unforgettable, and useful webinars. Before we dive into some of our favorite channels out there in 2021, you should first take a look at choosing between inbound or outbound. SaaS Inbound Marketing. SaaS Marketing Tactic #5: Hosting a Webinar.

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The biggest challenges facing support teams right now (and how to solve them)

Intercom, Inc.

For TrueCommerce , proactive support has reduced their inbound conversation volume by 20%. Unlock the power of conversational support with our webinar. Join our upcoming webinar, Why Conversational Support is Now a Must-Have , on Wednesday June 16th at 6pm BST/10am PT. The results speak for themselves.

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Understanding the Metaverse Experience: Explained in Seven Layers

The Product Coalition

While “pull” refers to an inbound system in which users actively seek out information and experiences, “push” refers to processes that notify users about the metaverse experiences that await them. Discovery The second layer of metaverse discusses the “push and pulls” of information that results in experiencing discoveries.

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What we shipped: 7 new features to help you automate, streamline and customize your Messenger

Intercom, Inc.

When responding to inbound conversations, you want to focus your time on the customers that matter most to your business. Send low value leads an invite to your next webinar or a discount to get started and close the conversation. We know some of you have been asking for this one for a while. How can you use this feature?

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Product thinking: behind our new Messenger home screen

Intercom, Inc.

You could use the Content Showcase app to point them to webinars that have a chance to sell them on your pitch. What’s more, if you disable inbound conversations on the Messenger, and the user has no previous ones, the conversations app won’t appear at all. You can use this for whitepapers or even coupon codes.