Latest posts by Bobby Stapleton
There is an understandable level of anxiety among support teams about the impact AI is going to have on staffing levels in the customer service industry – but we’re already seeing the real-world benefits for support reps.
Customer Service 4 min read
From global webinars to in-person events in Paris, New York, and London, we’ve had a blast unpacking the data and insights from our 2024 Customer Service Trends Report and getting our speakers’ and audiences’ takes on what’s happening in the customer service space.
Customer Service 4 min read
AI is not going away. It’s not a fad. You’ve got to have a plan. This 30-60-90 day plan will help you make the most of AI right away.
Customer Service 2 min read
AI has fundamentally transformed customer service, so it’s important for support leaders to adopt a growth mindset. Here’s how we’re embracing change on the Intercom Customer Support team.
Customer Service 2 min read
Do you want to be the company making your customers relive the old days of support, or the one delighting them with a futuristic support experience?
Customer Service 9 min read
What does quality support actually look like? We partnered with Klaus to survey hundreds of support leaders and get a deeper understanding of how they define, measure, and improve “quality”. Here’s what we learned.
Customer Service 7 min read
How do you scale a support organization without breaking the budget or killing the quality of the customer experience? From automation to smart suggestions, here’s how we have managed it, and how you can too.