Kaitlin leads the global Customer Support team at Intercom – managing 15 people leaders across 4 offices. 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.
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.
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.
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.
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.
Live chat is a powerful way to offer support at all stages of the customer lifecycle. Learn about its benefits, success rates and how to successfully implement chat on your site.