Latest posts by Kaitlin Pettersen
Great support will foster customer happiness, engagement, loyalty and deliver vital feedback, but to achieve all those benefits, you need to carefully define the level of customer support you provide.
Scale by Intercom 6 min read
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.
Support 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.
Scale by Intercom 6 min read
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.
Support 32 min listen
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.
Support 7 min read
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.
Support 10 min read
AI-powered chatbots have become widely available and let you do what was once impossible: help customers 24/7, answer questions without any human intervention and provide support to multiple customers at once.
Support 27 min listen
Slack’s Director of Customer Experience Products talks about the concept of ‘radical convenience’ and how they manage the customer experience.
Support 30 min listen
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.
Support 33 min listen
Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back…