Former Senior Director of Customer Support, Intercom
Kaitlin led the global Customer Support team at Intercom. Previously, she launched Yelp's EU Customer Success and Account Management in their international headquarters.
Support leaders are often asked to make tough tradeoffs between customer experience and efficiency. But if you want support to positively impact revenue, you need to invest in both.
Today’s customers won’t settle for a “good enough” support experience. That’s why we’re investing in a more personal and more efficient approach – with conversational support.
In this episode of Inside Intercom, we sat down with Intercom’s Head of Global Support Operations Ryan Steinberg to discuss automation and the future of support.
As we make our customer support fully remote, we are rethinking how we use our workflows, automation tools, and day-to-day rituals to protect team dynamics and productivity.
In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has.