How to Track the Follow-Ups Your Team Promised in Intercom
A promised follow-up is a debt with a due date. A log template and a weekly audit for tracking follow-ups in Intercom without another tool.
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Foundations
What is CSAT? A Complete Guide to Measuring Customer Satisfaction
CSAT is the share of survey responses rated positive. The formula, Intercom's emoji scale, and how to read the score when only some customers respond.
Published · Updated · Jake Bartlett
Foundations17 Common Customer Service Job Titles for SaaS and Tech
Seventeen customer service job titles used in SaaS and tech, grouped by Intercom team size, with the work each title actually owns and when to split a role.
Published · Updated · Josh Spilker
FoundationsCSAT vs DSAT: What's the Difference? Definitions, Formulas and Benchmarks
CSAT counts positive ratings and DSAT counts negative ones. Learn both formulas, why they do not total 100%, and how to turn DSAT into action.
Published · Updated · Sam Jones
FoundationsClosed Doesn't Mean Resolved: How to Find Customer Problems That Keep Coming Back
First contact resolution can't tell you whether the problem stayed solved. How repeat contacts, reopens, and follow-ups reveal the real outcome.
Published · Updated · Oscar Morrison
FoundationsUnder two minutes to live, no IT ticket required.
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