Guest post by Mark Iafrate, Principal Integrated Marketing at Intercom As AI becomes a cornerstone of customer service strategies, support leaders face a new landscape for evaluating performance, operationalizing insights, and demonstrating value. This shift requires rethinking traditional metrics, integrating AI-specific performance indicators, and maximizing the broader benefits of AI for both efficiency and customer satisfaction.

Customer expectations have reached an all-time high, but they’re going to continue to rise. With that in mind, businesses must adjust accordingly or risk falling behind those who have already made the necessary adjustments or are preparing to make the adjustments. The right customer support software can make all the difference in giving customers better service, further enhancing their satisfaction, and driving greater loyalty.

Sustainable fashion retailer Selective Marketplace consistently achieves a 95-100% Customer Satisfaction (CSAT) score. It’s no coincidence that as a business, their effort is focused on customer happiness and creating a positive contact center environment for the team. We spoke with Head of Customer Experience, Patricia Limb, who talked us through how they have such happy customers and staff. Patricia manages a team of 30+ customer service agents.

In today’s competitive software business landscape, customer expectations are higher than ever. A satisfied customer is a loyal customer. Customers are looking for fast, efficient solutions to their problems—before they even ask. Finding resolution before customers even present a problem is proactive customer support. By anticipating customer needs and addressing them before they arise, businesses can get ahead of the competition and even prevent customer churn.

KPIs can be a blessing and a curse. Customer support is–in comparison to many other industries–extremely easy to measure. KPIs provide crucial insights into the customer experience and can provide a lot of direction for you. That said, an overly rigid focus on individual metrics can lead teams to chase numbers at the expense of genuine customer success. The best way to avoid that is by taking a holistic approach.

Achieving efficient and effective customer support helps your business stand out from the competition. But, leveraging that support software can significantly enhance the customer journey, and help your business increase customer satisfaction. By providing a tool that encourages collaboration, communication, and connection, your customers will have access to software that redefines the customer experience. In this blog, we’ll explore why TeamSupport is the best solution for B2B SaaS.

Most engaged HubSpot users will have experience using its Dashboard and Reporting Software. Here, users can build dashboards and reports that track their sales pipeline performance, as well as their sales team performance. However, there are some situations where sales leaders find that HubSpot reporting can’t deliver on all their needs. In this article, we’ll explore some alternative ways you can report on HubSpot.

In 2023, 35% of malware was delivered via email, making it the most common attack vector. Running an eCommerce platform means that your customers trust you with a lot of sensitive data. This, along with ever-increasing privacy regulations, makes cybersecurity increasingly important. While many companies protect their internal systems, they don't consider how they exchange information with their clients. In this post, we look at how you can secure your email communications.

Managing sales data from different platforms can be challenging, but Geckoboard makes it easy to visualize sales metrics from tools like Aircall, HubSpot, Intercom, and Zapier all in one place. With Geckoboard, you can track these sources on the same sales dashboard or, if it works better for your team, create separate dashboards that focus on specific areas. This flexibility allows you to monitor exactly what you need, whether you prefer a unified view or detailed insights across multiple boards.