March 21, 2024 9:15 AM
-
hello@intercom.com
Why traditional customer service metrics miss the mark
Intercom offers insights on customer service trends for 2024 based on a survey of over 2000 professionals.
2000+ customer service professionals weigh in | Hi there, We surveyed 2000+ customer service professionals on the challenges and opportunities of 2024. 75% of teams say customer service metrics are changing as a result of AI. Support leaders
March 21, 2024 9:15 AM
-
hello@intercom.com
Why traditional customer service metrics miss the mark
Intercom offers insights on customer service trends for 2024 based on a survey of over 2000 professionals.
2000+ customer service professionals weigh in | Hi there, We surveyed 2000+ customer service professionals on the challenges and opportunities of 2024. 75% of teams say customer service metrics are changing as a result of AI. Support leaders
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</style><div id="emailPreHeader" style="visibility:hidden; opacity:0; color:transparent; line-height:0; font-size:0px; overflow:hidden; border-width:0; display:none!important">2000+ customer service professionals weigh in | </div><table width="100%" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td class="p0" style="padding:10px"><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" style="width:650px"><tbody><tr><td id="wrapper" class="mktoContainer" style="background:#ffffff; padding:0"><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="img16f68373d-56b2-4d7a-a322-5a9d56f2e2cd" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0"><div class="mktoImg" id="kdf92941391582-7b80-4b5b-8320-51ca8e6f7240"><a href="#" target="_blank"><img alt="Customer Service Trends Report 2024" src="https://go.intercom.com/rs/258-CLW-344/images/Customer Service Trends Report 2024_Email Banner.png?version=0" width="650" class="mimg100" style="display:block"></a> </div></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="space163b1204b-1ca1-4ec3-ba10-08dde72c3a6f" style="width:650px"><tbody><tr><td style="padding:0; line-height:30px; height:30px; font-size:0; display:block; background:#FFFFFF"> </td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slkgsdgab2e6fa0-72aa-4c4d-8510-726fb9586a11"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="CS-2" style="width:590px"><tbody><tr><td class="mpad mktoText" id="skgodkdc252d58b-bd25-4e89-8f9e-ebe5beb3478f" style="padding:8px 0 16px 0; font-size:16px; color:#000000; line-height:20px"><p style="margin-bottom:0px">Hi there,<br><br>We surveyed 2000+ customer service professionals on the challenges and opportunities of 2024. <strong>75% of teams say customer service metrics are changing as a result of AI.</strong><br><br>Support leaders who stick with traditional metrics will miss out on crucial insights!<br></p></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="img24d16a5b2-14de-4c47-99c5-7202bf234b6e" style="width:650px"><tbody><tr><td style="background:#FFFFFF"><table width="100%" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td class="img100"><table width="100%" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td class="p15" style="padding:8px 30px 8px 30px"><div class="mktoImg" id="kdf99ebea77dd-e621-43ea-ac5b-fff11dff468b"><a href="#" target="_blank"><img alt="The metrics most likely to change as a result of AI, according to support teams: CSAT (38%); Time to resolution (31%); Average handle time (30%); First response time (29%);" src="https://go.intercom.com/rs/258-CLW-344/images/Measuring-Customer-Service-AI-driven-world.png?version=0" width="590" class="mimg100" style="display:block"></a> </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slkgsdgaeba15c2-ab5d-443e-b685-7c11286443c3"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="CS-2" style="width:590px"><tbody><tr><td class="mpad mktoText" id="skgodkdfb7d87f0-29e4-4511-8dde-288ad7a710b1" style="padding:16px 0 8px 0; font-size:16px; color:#000000; line-height:20px"><p>Read our <a href="#" target="_blank" title="Customer Service Trends 2024 Report" id="" style="color:#0057ff; text-decoration:underline">Customer Service Trends 2024 Report</a> to learn:</p><ul><li style="padding-left:10px; margin-bottom:1em">How fundamental customer service metrics are changing</li><li style="padding-left:10px; margin-bottom:1em">Strategies for evaluating new metrics</li><li style="padding-left:10px">What you need to measure to demonstrate the true value of your human support team</li></ul><p>Plus, explore trends related to customer expectations, customer service roles, AI adoption, and more.</p></td></tr></tbody></table></td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slkgodk8fb7c7bd-8a5d-4f3a-9702-3ea543b8d00c"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="BT-1-C" style="width:590px"><tbody><tr><td style="padding:10px 0 10px 0"><table border="0" align="center" cellpadding="0" cellspacing="0"><tbody><tr><td align="center" class="cta mktoText" id="skdogkslgd31e3dc84-6a10-469e-b691-eab583cc1d0f" style="color:#FfFFFF; border:2px solid #000000; background-color:#000000; font-size:14px; text-align:center; padding:16px 32px 16px 32px; line-height:1; border-radius:50px; font-weight:bold"><div><a href="#" title="Download the report " target="_blank" style="color:#FfFFFF; text-decoration:none">Download the report →</a> </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slkgsdgd1ae133f-616b-4dca-9f06-0f5b4a8f228e"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="CS-2" style="width:590px"><tbody><tr><td class="mpad mktoText" id="skgodkde297543c-7bcd-4be7-a8b7-5672f4dba3cd" style="padding:22px 0 8px 0; font-size:16px; color:#000000; line-height:20px"><p>Best, <br>Bobby Stapleton<br>Director of Human Support<br>Intercom<br><br>PS: <a href="#" target="_blank" title="Check out this demo" style="color:#0057ff; text-decoration:underline; font-weight:bold"><strong>Check out this demo</strong></a> to see how Intercom's customer service platform integrates AI, automated, and human support to help you deliver best-in-class customer service.</p></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="space16d884a77-1610-4ee5-94b3-3833c5a8390f" style="width:650px"><tbody><tr><td style="padding:0; line-height:30px; height:30px; font-size:0; display:block; background:#FFFFFF"> </td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="space19b52e2bb-0089-4f2a-8099-2ce337f338b0" style="width:650px"><tbody><tr><td style="padding:0; line-height:30px; height:30px; font-size:0; display:block; background:#f1f1f1"> </td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="s16672080b-39ee-4c1b-95c8-b613df3af1c6" style="width:650px"><tbody><tr><td class="plr15" style="padding:16px 0 16px 0; background:#F1F1F1; font-size:12px; line-height:16px"><table width="200" border="0" align="center" cellpadding="0" cellspacing="0" style="width:200px"><tbody><tr><td style="text-align:center"><div class="mktoImg" id="kwg5f9ee7bdee4-eba9-4d83-9579-ac555ef8102e"><a href="#" target="_blank"><img alt="X" src="https://go.intercom.com/rs/258-CLW-344/images/X-logo-black-185px.png" width="28" style=""></a> </div></td><td style="text-align:center"><div class="mktoImg" id="kw97af348a8-b7a2-40eb-8b43-51e8200710a1"><a href="#"><img alt="Intercom" src="https://go.intercom.com/rs/258-CLW-344/images/intercom_linkedin.png" width="28" style=""></a> </div></td><td style="text-align:center"><div class="mktoImg" id="kw590d69b9-e126-45f2-89d3-b3ef69080a7f"><a href="#"><img alt="Intercom" src="https://go.intercom.com/rs/258-CLW-344/images/intercom_facebook.png" width="28" style=""></a> </div></td><td style="text-align:center"><div class="mktoImg" id="kwdsdfc1ddbde9-ea32-4c56-898e-52948732e198"><a href="#"><img alt="Intercom" src="https://go.intercom.com/rs/258-CLW-344/images/intercom_instagram.png" width="28" style=""></a> </div></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="F-1a4aec0f4-6bc1-41e2-8216-2c9484e296e2" style="width:650px"><tbody><tr><td style="padding:16px 0 16px 0; 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