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.

When global work moves online overnight, a wave of support tickets follows. Our support leaders share how they’ve steadied the course.

Customer service expert and New York Times best-selling author Shep Hyken chats to Intercom’s Ali Biggs about what has changed in the world of customer service and why ultimately, a lot has stayed the same.

Slack’s Director of Customer Experience Products talks about the concept of ‘radical convenience’ and how they manage the customer experience.

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.

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back…

Support teams face a constant temptation to make promises to keep customers happy. That’s not practical when your product is constantly changing and evolving. How else can you keep customers happy and informed?

In your startup’s early days there are two inputs connecting customers to your brand: the product experience and the support experience.

Treat your customers poorly or fail to educate them on how to use all the great features your product offers, and they won’t stick around for long.