What Is Repeat Contact Rate? How to Measure It in Intercom
Repeat contact rate measures how often customers come back about the same problem. The formula, the time-window trap, and how to avoid false positives.
thoughts and learnings
Tagged: Support Ops
8 Best QA Tools for Intercom Support Teams (2026)
Compare eight QA options for Intercom teams, from native Scorecards and Monitors to Supportman, enterprise suites, manual reviews, and custom builds.
Published · Updated · Tahnee Saunders
Support OperationsWhat's New in Intercom: The Releases Worth Changing Your Settings For
Intercom's latest releases, filtered to the ones that change how work reaches your team, with the settings worth changing and numbers to start from.
Published · Updated · Oscar Morrison
What's New in IntercomEvery Intercom Release in July 2026: The Complete List
All 25 Intercom releases from July 2026, dated and grouped by product area, with a note on which ones actually need you to change a setting.
How to Turn a Customer Support Dashboard Into a Weekly Operating System
Use a weekly operating loop (detect, investigate, decide, assign, and verify) to turn customer support metrics into measurable improvement.
Seven Metrics Every Customer Support Dashboard Should Show
Build a balanced support dashboard with volume, responsiveness, resolution, surveyed CSAT, response rate, satisfaction coverage, QA, and DSAT.
How to handle off-policy requests in Intercom without losing context
Off-policy requests in Intercom: how to get manager approval without leaving the inbox or losing customer context.
How to use Approvals: request and approve support decisions from Intercom to Slack
A step-by-step guide to requesting approvals from the Intercom inbox, deciding in Slack, and keeping a clear record of who approved what and why.
Published · Updated · Tahnee Saunders
Supportman FeaturesHow to create an audit trail for customer support decisions
A support decision audit trail keeps every approval and reason retrievable, not buried in Slack DMs. What to capture and how to build one.
How to build a refund approval workflow for your support team
A refund approval workflow routes exceptions to a manager, captures the reason, and stores the record. How to build one your finance team can trust.
Why "use your judgment" is not a refund policy
Telling agents to use their judgment produces inconsistent refunds and anxious agents. A real policy needs a threshold, an exception path, and a record.
The hidden cost of the shoulder-tap, how informal support approvals hurt teams
The shoulder-tap approval feels fast. Measured over months, it leaks manager time, makes decisions inconsistent, and leaves no record. The real cost.
Why customer support teams need an approval process (and most don't have one)
Most refund, credit, and exception decisions happen in a DM with no record. What a real support approval process needs and how to build one in Intercom.
The Anatomy of a Useful Weekly Customer Support Report
Design a weekly report that shows volume, responsiveness, ratings, quality, context, and the one decision your support team should make next.
Published · Updated · Oscar Morrison
Support OperationsTeam Report or Agent Report? Why Support Leaders Need Both
Team reports diagnose systems. Agent reports support individual development. Learn how to use both without turning support metrics into an unfair ranking.
Published · Updated · Augist McCarthy
Support OperationsWhy Your Support Team Needs a Weekly Quality Review
Weekly support reporting creates a short feedback loop without overreacting to individual tickets. Learn what to review and how to turn it into action.
Published · Updated · Oscar Morrison
Support OperationsDSAT Is an Operations Signal, Not Just an Agent Score
Learn how to classify DSAT by agent, product, policy, process, tooling, and customer factors, then turn negative ratings into measurable fixes.
What to Do When a Customer Leaves a Negative CSAT Rating
A practical DSAT recovery workflow: detect the rating, review context, acknowledge impact, take ownership, resolve the issue, and capture the root cause.
Published · Updated · Tahnee Saunders
Feedback & SurveysAI Quality Assurance for Support: How to Calibrate the Judge
Automated support QA needs a custom rubric, human calibration set, attribute-level agreement checks, confidence thresholds, and an appeal process.
Published · Updated · Augist McCarthy
Support OperationsThe Five Dimensions of Customer Support Quality
CSAT tells you how respondents felt. A support QA rubric explains why. Learn the five dimensions that make conversation quality measurable.
How to Build a Customer Support QA Rubric Agents Can Actually Use
Create a fair, specific customer-support QA rubric with weighted attributes, observable criteria, real examples, and a repeatable calibration process.
Published · Updated · Tahnee Saunders
Support OperationsWhat Is Support Operations? A Practical Guide for Support Leaders
Support operations owns tooling, routing, QA, and reporting. What the function does, when to hire for it, and the first projects that pay off.
Published · Updated · Josh Spilker
Support Operations17 Common Customer Service Job Titles for SaaS and Tech
Seventeen customer service job titles used in SaaS and tech, grouped by Intercom team size, with the work each title actually owns and when to split a role.
Published · Updated · Josh Spilker
FoundationsHow to structure help center for self-service success
Structure an Intercom help center around customer jobs: collections, article titles, and a weekly loop from DSAT and reopens into the docs.
Published · Updated · Nelson Joyce
Tools & Integrations9 Best Help Center Examples to Boost Support
Help center examples: 9 of the best, and what makes each work, to inspire self-service that deflects tickets and delights customers.
Closed Doesn't Mean Resolved: How to Find Customer Problems That Keep Coming Back
First contact resolution can't tell you whether the problem stayed solved. How repeat contacts, reopens, and follow-ups reveal the real outcome.
Published · Updated · Oscar Morrison
FoundationsHow to Create Great Support Documentation For Customers (And Your Team)
Support documentation done right helps customers and agents alike. Get ten expert tips for writing docs your team will actually use.
The 6 Major Types of Customer Service Documentation You Definitely Need
Support team documentation keeps answers accurate and fast. Explore the six major types of customer service documentation every team needs.
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