Apr 13, 2022
In Fashion Forum
We all speak wisely about the fact that the customer is the most important thing in our business. But the truth is, as most businesses evolve, the Latest Mailing Database customer can feel increasingly distant. Customer empathy is often one of the first things to suffer when businesses go from startup to scale. But staying close to customer needs is crucial not only to the health of your product, but also to the overall success of your business. As the number of customers grows from hundreds to thousands, you will need to develop rigorous processes to understand their pain points, issues, and goals, and ensure they directly inform your product roadmap and your business strategy. No one knows your customers (or your product) better than your support team, so they're in the best position to clear the layers of dust between other employees and often misunderstood customers. These sessions are an integral part of how we build and maintain a customer-centric culture at Intercom” Our support team hosts regular customer support sessions, where new and experienced intercom anions can join our customer support team members and respond to Latest Mailing Database custom inbox customer queries. These sessions allow every team within Intercom to see their work through the lens of our customers' needs. They are integral to how we create and maintain a customer-centric culture at Intercom. Here's how they work and why they're so impactful. Bringing the voice of the customer to life Each SaaS company has different processes for collecting customer feedback and increasing feature requests. Traditional voice-based customer reports are great for capturing big trends and your customers' needs. However, something inevitably gets lost in the translation of the conversation to the spreadsheet – why someone wants or needs an update, or the Latest Mailing Database details of how a particular issue affects them. "Our customer support sessions create another avenue for understanding feature requests" Our customer support sessions create another avenue for understanding these feature requests. These sessions add additional context to our customer voice reports and help every team within Intercom better understand our customer use cases. How customer support sessions work Colleagues on every team in the company, from engineering to marketing, are encouraged to take the time and space to step away from their usual roles and spend a few hours in our inbox answering real questions from customers as they come in, get a feel for how the customer support team works.