Hey all,
I'm Thomas, Chief Security Officer at BlackHOST, a web hosting company dealing mainly with unmetered hosting. Still, besides this, I'm in charge of part of the R&D of our products and oversee our client engagement program.
When the pandemic lockdown hit us, we've experienced an unusual increase in the number of support requests, and because timely solving of any client request is very important for us, a live chat was a must!
It was a tricky switch for our support team, but in the end, our ticket resolution time improved drastically, with this our client retention as well. Yet it still feels like we've nearly scratched the surface of the possibilities we can achieve now :)
From time to time, I'm joining our support team as a support agent to improve the overall user experience, and I must say, with Intercom, I'm enjoying it.
Here is my most used gif