How support leaders measure (and improve) the quality of their customer support
Intercom, Inc.
APRIL 7, 2021
70% of customer support teams have a knowledge base, FAQ section, or other help docs that allow their customers to self-serve. 85% of customer service teams now offer proactive help, in the form of things like in-app onboarding , outbound messaging , or notifications. Chat has passed phone support. Defining “quality”.
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