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How support leaders can empower their teams to satisfy, delight, and retain customers

intercom.com

Being able to leverage both automated and human support has led to some incredible advancements, allowing companies to scale their support and deliver personalized experiences more efficiently than ever before.

As a result, human support is more critical than ever. And with...

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The business benefits of human support

The three layers of the Conversational Support Funnel consists of three layers:

  • Proactive support enables you to get ahead of known problems before customers even reach out for help.
  • Self-serve support allows users to resolve simple queries on ...

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Human support is crucial for those tricky or sensitive issues that just can’t be solved with automation or bots, such as payment problems, difficult technical issues, or complex queries that need deeper context. Being able to route these problems to a real person is essen...

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  • Map out career paths. Having clearly defined career paths gives people something to work towards. 
  • Rethink your metrics to properly reflect the work. While it’s great that support reps can really get their teeth into complex problems and pull apart i...

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