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What is customer satisfaction (CSAT)?
Customer satisfaction is one of the most important considerations for any business. After all, a healthy business relies on happy customers – and if your customers aren’t happy, they probably won’t...
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Why you need a customer support operations team
As demands on customer service teams continue to grow, more and more support leaders are realizing the benefit of a customer support operations function. Support leaders need to be able to balance...
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What is customer service and why is it important?
In today’s competitive business landscape, customer service has become a crucial differentiator. Modern customers are looking for exceptional experiences – and this includes the customer service they...
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Questions about our new AI chatbot, Fin? Here’s everything you need to know
It’s been more than a month since we released Fin, our new AI chatbot, to the world. The idea of an AI chatbot answering your customers’ questions is incredibly exciting, but it’s also new, and maybe a...
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The AI bot buyer’s guide: How to find the right AI chatbot for your support...
According to our research, 69% of support leaders plan to invest more in AI in the year ahead. But not all bots are created equal, so here’s how to find the AI chatbot that’s right for you. In our...
View ArticleThe 4 big myths about AI in customer service
Every day, we hear something new about AI – what it is, how it’s evolving, and how it will impact us. There’s still so much we don’t know about this technology, but there are some myths we can already...
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Privacy, security, accuracy: How AI chatbots are handling your deepest data...
ChatGPT is an amazing tool – millions of people are using it to do everything from writing essays and researching holidays to preparing workout programs and even creating apps. The potential of...
View ArticleSupport-ify Wrapped: How can support teams make their numbers pop?
We’ve just seen the release of what’s become the most iconic end-of-year compilation: Spotify Wrapped. It’s a phenomenon that’s gripped the internet since it began in 2016. (Technically, it was 2013,...
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CX leader Camille Acey on the evolving dynamics in customer service
A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also...
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Announcing ‘The Ticket’ and ‘Intercom on Product’: Get the content you’re...
We’re updating our lineup of newsletters and podcasts, dividing them into two separate offerings to better serve our distinct audiences: The Ticket for customer service professionals and Intercom on...
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