Why “good enough” isn’t good enough – this week on Inside Intercom

Hey there,

We’ve witnessed a dramatic shift in the way support teams work – and in customers’ expectations of that support.

More and more, customers are demanding digital-first solutions that fit their needs, allowing them to get the support they need in a way that suits them best. Meeting your customers at the right time and in the right context is key to a positive support experience and repeat business.

But to do this, you need to go back to basics and establish what quality and success look like for your support team and your customers. We recently partnered with Klaus, the conversation review and QA platform for support teams, to survey hundreds of CX professionals, team leads, managers, and executives to get a deeper understanding of how they measure and improve the quality of their support.

And the results? It’s clear that companies that want to thrive in a modern support landscape embrace conversational support, but how they measure high-quality support could be holding them back. Bobby Stapleton, our Senior Manager of Customer Support, discusses the key takeaways from the Customer Support Quality Benchmark Report, highlighting how support quality is changing – and what you need to do about it.

What gets measured gets improved,

Des Traynor's 4-step prioritized productivity guide

Want to be more productive to be efficient? We recommend checking out Des Traynor's interactive productivity guide that featured in Coda's latest newsletter.
 

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Intercom is the world's first Conversational Relationship Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.

Intercom | 55 2nd St. | San Francisco, CA 94105

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