Customer Service 14 min read
The support leader’s guide to scaling smarter with self-serve support
Scale your support without scaling your costs – empower customers to self-serve and provide them with the fast answers they need, when they need them.
Zara Burke
Latest posts by Zara Burke
Customer Service 11 min read
The support leader’s guide to proactive support: Provide help before it’s needed
No more “deflecting” customer queries or drowning in conversations. Prevent common issues from occurring in the first place with proactive support.
Customer Service 1 min read
Announcing ‘The Ultimate Guide to Conversational Support’
Happy customers or a productive support team? We say choose both – The Ultimate Guide to Conversational Support shares the strategy that makes it possible.
Customer Service 6 min read
Give your customers best practices, not just FAQs
Skip the boring how-tos and FAQs. Instead, create best practice content to teach customers how to get the most from your product.
Customer Service 2 min read
Announcing our new report – “The Future of Support Has Arrived: It’s Conversational”
Customer support volume overwhelming your team? It doesn’t need to. Discover five key trends transforming the support industry along with tips to put them into practice so you can deliver more efficient, personal support today.
Customer Service 35 min listen
Nate Brown on why proactive CX is the next competitive battleground
Nate Brown shares how to tune in to the voice of the customer, how traditional Customer Support evolved to become Customer Experience and how the holistic approach can be the ultimate brand differentiator.
Customer Service 5 min read
7 steps to creating better help center content
Go beyond bland FAQs with our tips for writing help content that informs, motivates and really sets your customers up for success.
Sales 32 min listen
Bought-in and paid for: how Atlassian bridges the gap from freemium to enterprise sales
For the latest episode in our Scale series, Dee Reddy caught up with Atlassian’s Kristen Habacht to find out how freemium can drive enterprise sales, how it changes the interaction with the customer, and why it fundamentally affects the relationship between sales, marketing, and product teams.
Scale by Intercom 35 min listen
Getting conversational: HubSpot’s CEO on a new species of disruptor
Shane Murphy-Reuter (SVP of Marketing at Intercom) interviews Brian Halligan (CEO and co-founder of HubSpot) about the importance of conversational relationships and how they can drive business growth.