Connect to Intercom4 Effective Customer Service Workflows Explained (Your Cheat Sheet)
Whether your ticket volume feels manageable or overwhelming right now, there's no getting around the importance of building out smooth...
Field Notes / Foundations
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Foundations
Core concepts and beginner guides
17 Most Common Customer Service Job Titles (SaaS & Tech)
Understanding the various customer service roles is crucial for businesses aiming to enhance their customer service operations. It’s also important...
What is CSAT? A Complete Guide to Measuring Customer Satisfaction
There are many ways to measure how customers feel about your product or service, and CSAT is one of the...
What Is a Help Center? Your Guide to Effective Support
What Is a Help Center: Beyond Basic Customer Support A help center is much more than a collection of FAQs....
What is DSAT? The Complete Guide to Understanding Dissatisfaction Metrics That Matter
DSAT, short for Dissatisfaction Score , measures customer happiness, providing a concrete number reflecting customer unhappiness with a product, service,...
What is First Contact Resolution? 6 Best Practices to Transform Customer Interactions
As an agent, the ideal customer interaction probably looks something like this: You pick up a call from a frustrated...
What Is a Ticketing System? Everything You Need to Know to Implement It with Ease
Handling hundreds of customer inquiries a day via Slack or a shared inbox is obviously messy. You won’t have clear...
Customer Support vs. Customer Success: What Are The Differences?
In today’s dream-of-being-a-unicorn SaaS environment, the terms “customer support” and “customer success” are thrown around alot; often interchangeably. But what...
What is Customer Success? (Your Simple Guide)
Customer success is both a strategy and a business function. As a strategy, customer success is about recognizing that if...
What is Customer Service? (FAQs & What You Need to Know)
The digital landscape has undergone a major change since the arrival of COVID-19. Customer expectations have grown, particularly when it...
Customer Experience vs Customer Service: What’s the Difference?
Both customer experience and customer service are important parts of the customer journey. The terms “customer service” and “customer experience”...
Customer Support Enablement: A Quick Overview
How do you stay ahead of the curve in customer support? It’s customer support enablement. In this article, we'll delve...
What is a Customer Success Manager?
Customer success is a critical part of any business. It boosts customer satisfaction and improves the buying experience, while maximizing...
Customer Satisfaction Explained
To say that customer satisfaction is important is an understatement. It’s a necessity. Over 80% of marketers view customer satisfaction...