A survey cited there found that when respondents were asked to name two ways organizations could improve their customer service, the most common responses were easier access to online channels and faster agent response times. Look no further than the 2017 edition of Mary Meeker’s Internet Trends Report. Your customers’ expectations are likely very similar. High-quality answers to their questions.We believe that this approach is counterproductive to a businesses’ revenue objectives.Īt Intercom, we look at support through the lens of our customers and their expectations. make it harder to reach support or increase response times. This is a worthy goal for every support organization, including ours. improve team productivity, offer self-service support. Many businesses look at customer support through the lens of their bottom line, and they look to drive support costs down in two ways:
We provided real-time support to a test group of new customers during their first 45 days after signing up, and it helped drive 15% incremental growth in new business revenue. The problem with this train of thought: you’re missing out on revenue.Īt Intercom, we have learned that investing in real-time customer support, with response times under 5 minutes, can actually turn customer support into a revenue driver. The prevailing view of customer support is that it’s a cost center, and that companies are always looking to lower those costs.
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