Foreword by Des Traynor
There are many books about the tactical aspects of doing customer support for a software product. This isn’t one of them. This isn’t a playbook. It won’t guide you through reducing your ticket count, suggest an escalation policy for your support reps, or prescribe solutions with zero knowledge of your company.
Should you support free customers? How long can you make a customer wait? What tone should you take in your responses? How should you scale your support team?
The answer to any of these age-old questions is always the same: it depends.
What it depends on, is what we cover in this book. Intercom on Customer Support explains how you should think about support and offers guidelines and frameworks to inform every decision you’re likely to make.
In the not too distant past, customer support was seen as a hassle, a cost that had to be borne but which was really just a tax on success. If it wasn’t for those pesky customers with problems, profits would be through the roof, right?
Luckily that adversarial view of customers is on the wane and progressive companies consider a customer-centric culture a core value. Putting your customers front and center is essential to customer retention, transforms customers into advocates for your business and delivers a competitive advantage.
Fundamentally we believe that to grow a great product company you need:
- happy customers
- who are highly engaged
- stick around
- and are continuously providing feedback to improve the product
And each of those factors – customer happiness, engagement, loyalty and feedback – can be influenced by support more than any other function of your business.