Name: 2021 Benchmarks: How do you measure support quality?
Start: 2022-01-19T10:00:00Z
End: 2022-01-19T10:01:01.000Z
Location: BrightTALK
Rating: 5

Intercom, the Engagement OS, enables businesses to build stronger customer relationships that drive growth and scale. With its all-in-one customer communications platform, Intercom offers next-generation solutions for sales, marketing and support teams to work together to convert prospects into paying customers, engage customers throughout their journey and provide world-class support.

Intercom is redefining the customer journey and unifying business silos to deliver ongoing, personalized engagement through in-context communications. More than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver unparalleled user experiences at any scale. Over 600 million end users use Intercom every month, sending an average of more than 500 million messages.

Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal

Learn how to get more from the data you collect with this best practice / Q&A session on Intercom's new Surveys feature.

Join the Intercom team for an in-depth session about our powerful new Surveys message type, and rejoice in the fact that you no longer have to use external tools to survey your customers. Finally, all your messages can be sent from one place.

This webinar consists of:

- A feature demo using examples of real-life surveys we use at Intercom
- Best practices and tips on how to increase your response rates
- Collecting first-party data to improve your targeting, tailor onboarding, drive stronger product adoption and engagement
- Reaching customers in-app and on mobile for optimimum engagement
- Sneak peak look at some features we'll be adding to surveys soon
- And we'll set aside plenty of time for your Q&A too!

Turn customer insights into action with Surveys

Watch this on-demand webinar to find out how Intercom compares to your traditional ticketing systems.

 - How Intercom delivers fast and personalized support in ways a traditional ticketing system can’t
 - How automation boosts customer satisfaction while reducing costs
 - How companies like Spendesk, tado°, Frame.io and Stuart cut first-response time, and increased CSAT and first contact resolution rates by switching to Intercom

How to get ahead of support issues

As you grow, it gets harder to scale the support experiences your customers love with a traditional ticketing system alone. Either you sacrifice customer satisfaction or burn out your budget to keep up.

But what if you didn’t have to choose?

In this webinar, you’ll see the power of combining our proactive and self-serve support solutions with Zendesk’. Not only will you have happier customers—you’ll also save time and money for your team.

Discover:
 - How Intercom integrates with Zendesk to scale fast and personalized support
 - How automation increases customer satisfaction while reducing costs
 - How companies like Spendesk, Blockchain, Zilch, and Marley Spoon shorten first-response time while boosting CSAT

Intercom + Zendesk: Scale Your Support While Cutting Costs

Be the first to see our newest features, plus our most significant updates to the Messenger
 - Keep up with the latest trends to engage customers at scale
 - Get valuable insights from industry experts
 - See how we’re building for the future

Watch this Support breakout session of our New at Intercom Fall event!

New at Intercom October 2022: Support Breakout

Be the first to see our newest features: 
 - Keep up with trends to engage customers at scale
 - Get valuable insights from industry experts
 - See how we’re building for the future

Watch this Engage breakout session of our New at Intercom Fall event!

New at Intercom October 2022: Engage Breakout

Get ready for a show packed with surprises—brand new, never-before-seen feature releases (including our biggest Messenger updates ever), tips, trends, and predictions to help you deliver ongoing engagement to your customers, and valuable insights from industry experts. Watch this Keynote by Paul Adams, Intercom's Chief Product Officer and don't miss out on the Break-Out Sessions!

New at Intercom October 2022 - Keynote

In today’s economy, customer retention is more important than ever. 
So Harvard Business Review Analytic Services recently asked business leaders how they’re meeting the moment—and 88% said ongoing customer engagement is critical to their bottom line.
But what does that mean for marketing teams?
Join us as we dive into the just-released Harvard Business Review Analytic Services research sponsored by Intercom on the latest customer engagement insights and strategies. We’ll also be chatting with marketing leaders about how they’re unifying their customer experiences in order to keep their businesses growing in the years to come.
You'll discover:
 - How businesses are connecting their tools and strategies to scale personalized customer engagement
 - How to build the teams and culture that improve collaboration
 - How marketing leaders are working with product, sales, and support to engage customers across the entire journey

Strategies for Unified Engagement: A Marketing Perspective

In Intercom’s customer support trends 2022 research, it found that leveraging technology is top of mind for support leaders when it comes to supporting and retaining customer support employees, with 30% highlighting it as a top priority. 
In this webinar, we’ll discuss how support leaders can leverage proactive and self service solutions to help decrease inbound volumes and demonstrate how technology can reduce pressure on customer support teams. 

You’ll discover:
 - Why customer support leaders need to leverage technology to fight against team burnout
 - How messages, chatbots and interactive voice response reduce inbound volumes
 - Product walkthrough on how to use Intercom’s and Aircall’s proactive and self-service solutions

Leveraging technology to reduce pressure on support teams

In this webinar, we will dig into how fintech companies should think about scaling customer support operations.

We will be joined by Norah Ikoh, Head of CX Operations at Kuda Bank and Olaseike Ibojo, Customer Success Manager, Disputes at Paystack, moderated by Alan Mc Glinchey.

You’ll hear from our guests on:
 - What are the self-serve support foundations you need to start
 - Where and how to embed automation, personalization & proactive approaches
 - How do you develop your culture and teams to scale

CX for Growth webinar series is designed for startups covering topics for CX and growth. Casual interview style to hear guests’ insights. Grab your coffee and join us either live or on-demand!

Scaling your Fintech Customer support operations

Gusto’s growth marketing lead, Adam Treboutat, shares how Gusto have developed a measurable onboarding strategy that still keeps it personal. He discusses how the Gusto team uses Amplitude’s powerful product insights and Intercom’s scalable in-app messaging to create a smooth, custom onboarding experience for every customer.

This webinar covers best practices for setting up behavior tracking, how to use your data to deliver personalized campaigns, and ways to test your assumptions for better decision making.

How Gusto Scales a Personalized Onboarding Strategy

Today’s top support teams share the same north star: providing fast, personalized support to their customers—at scale.
Which is exactly what Dialpad does, every day.

Discover the magic behind Dialpad’s high-performance support, including:
 - Best practices for seamlessly connecting voice and chat support 
 - Using video and audio calls to provide personalized support on demand
 - Putting AI-powered data to work to continuously boost customer experience

How Dialpad & Intercom Built Personalized Support at Scale

Les questions répétitives de vos clients peuvent devenir un problème pour votre équipe de support, et vos clients ne veulent pas avoir à les poser. Afin d'éviter de perdre du temps sur des questions plutôt basiques et se concentrer plutôt sur les problèmes plus complexes, le support proactif et l’automatisation peuvent être une solution. 

Dans ce webinar Jonathan Chemouny, Sales Development Manager chez Intercom est en compagnie de Marcus Lehembre, Head of Operations chez Shine, afin de discuter de l'importance du support proactif et de l'automatisation. Nous nous appuyons sur l’exemple de Shine, les défis auxquels ils ont été confrontés avant d'utiliser Intercom, les produits qu'ils ont mis en place pour surmonter ces défis et les résultats obtenus.

Augmentez l’efficacité de vos équipes de support

In this webinar, we determined how to demonstrate the return on investment of your support operations.
We were joined by Bobby Pinero, Founder of Equals. Previously Bobby built and led Finance and Analytics at Intercom, joining the company when it was just $1M ARR. We will also be joined by our very own Bobby Stapleton, our Director of Customer Support, and by Alan Mc Glinchey.

You’ll hear from our guests on:
 - What are the foundational support metrics
 - As you begin to scale your team how should you prepare to demonstrate support ROI
 - How are the most advanced support teams continuing to learn from metrics

CX for Growth webinar series is designed for startups covering topics for CX and growth. 
Casual interview style to hear guests’ insights and ask your questions. Grab your coffee and join us either live or on-demand!

The Metrics You Need to Demonstrate the ROI of Support

In this webinar, we will dig into the customer support localization or,as they say in the UK/Ireland/Australia, localisation!  
We will be joined by an excellent panel of guests: Abby Olorunnife, Customer Communications Specialist at Linktree, Dmitry Olenovs, Manager of Customer Support at Lokalise, and Miguel Caetano, Product Marketing Manager, at Lokalise, moderated by Alan Mc Glinchey.

You’ll hear from our guests on:
 - When and how to prioritize languages and regions
 - What systems, tools, processes, and culture are required to scale
 - Delivering a high-quality customer experience with global multilingual support

CX for Growth webinar series is designed for startups covering topics for CX and growth. Casual interview style to hear guests’ insights and ask your questions. Grab your coffee and join us either live or on-demand!

Localizing Your Customer Support Experience

How important is unified customer engagement across sales, marketing, and support? Very, according to the team at Harvard Business Analytic Services, who surveyed enterprise executives and department leaders to learn the challenges faced by organizations when it comes to customer experience. And we’re sharing the results with you.
Join Alex Clemente, Managing Director at Harvard Business Review Analytic Services, Declan Ivory, VP of Customer Support at Intercom, and Ali Biggs, Senior Product Marketing Director at Intercom, as they discuss the results and what those findings mean for customer support leaders and teams. 

You’ll discover: 
 - The key reasons why organizations find unified customer engagement challenging
 - The role customer support leaders can play in unifying customer engagement
 - The strategies that can be implemented for modern customer engagement

Strategies for Unified Customer Engagement: Customer Support Perspective

Engaging with customers on social media has become part of small and large companies’ core customer service strategies to drive sales and retain customers. Still, social moderation is too time-consuming for most businesses. Especially since social conversations can happen at any time.
So how do you drive effective customer engagement on social media without hiring additional staff or implementing impersonal technology? 
In this webinar, Aneto Okonkwo, Co-Founder & CEO of Chatdesk, talks about the next generation of customer support and offer practical, easy-to-implement social media growth strategies.
You’ll hear from our guests about:
How to set up a solid foundation for social moderation & conversationHow to respond to customers on social efficientlyUsing social monitoring solutions to strengthen your customer relationships
Intercom’s Cx for Growth webinar series is designed for startups covering topics for CX and growth. Casual interview style to hear guests’ insights and ask your questions. Grab your coffee and join us!

Leveraging social media to grow engagement with your customers

At a time when your customer-facing interactions are more impactful than ever, it’s not good enough to provide “good enough” support; you need to provide high-quality experiences, every time.

That’s why we’ve partnered with Klaus and Support Driven to get a deeper understanding of what “quality support” actually looks like. We surveyed hundreds of CX professionals, team leads, managers and execs to find out how they measure and improve support quality. And created the first Customer Support Quality Benchmark report. 

In this event, we’ll release the report findings and discuss with support leaders from Klaus, Intercom, Support Driven and Unbounce on how support teams can improve support quality with these benchmarks. 

This webinar will show you:
• Customer support quality benchmarks for your customer support organization
• Best practices to improve your customer support quality 
•	Advice and practical tips from support leaders

2021 Benchmarks: How do you measure support quality?

Benchmarking

Customer Support

Customer Experience

Automation

Chatbots

Marketing

Operations

Customer Service

Ecommerce

Small Business

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Get powerful e-commerce insights to grow your online transaction volume. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the e-commerce strategies and techniques that drive growth.

E-commerce

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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Sales

In today’s economic climate, successful small businesses need to overcome an array of challenges. Client dependence, legal issues, small business financing… as an entrepreneur, where can you find the information you need to help inform your decisions? In the small business management community, discover how you can create a successful small business from the business plan up!

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2021 Benchmarks: How do you measure support quality?

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