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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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Single Grain’s Eric Siu on using content to grow your business

Intercom, Inc.

The interesting thing is that the way we get our clients right now is strictly around content marketing, inbound and SEO. Adam: All your clients today are inbound. But it ended up working out, because we built our own inbound machine just in the nick of time. Eric: Webinars. You build that audience. Sure, do that.

Webinar 192
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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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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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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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Build a sustainable customer acquisition strategy

Intercom, Inc.

It’s sometimes called “inbound marketing” because it’s meant to bring people “inbound” to your website. This gives you more control over how your inbound marketing activities look and feel. If you haven’t noticed, we’re big advocates of content here at Intercom.

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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.