Intercom on Customer Support

by Des Traynor

Intercom on Customer Support gives you everything you need to build your customer support team up and out.

You'll learn valuable lessons on how to support customers, whether you should support free users, how to scale a team, who should handle what, and how to ensure the costs don’t destroy your margins.

93 pages, Kindle Edition

Published April 21, 2016

Reviews

[D · Rating 5 out of 5]

Valuable experience shared by Intercom. It is important not to think of customer support as a cost center, but your core competency that is able to wow your customers. Having outstanding customer support not only helps you to retain customers, it can even be a revenue driver. A good customer support team should be integrated into other teams such as helping the product team to find problems/potential features and helping the sales team to identify sales leads.

The second important topic is how to write good help content. Good contents are not written in silos. They are constantly changing according to business and customers needs. They should be simple and goal oriented instead of complex and feature oriented.

Despite the need to deliver a great customer experience, one must prioritize what and who to support as each customer is not of the same importance.