support leadership Archives

Give your support team more input with this decision-making framework

We recently introduced a new decision-making framework for our Support team that ensures that everyone is heard and feels involved. Here’s what we learned – and how you can use it too.

Franka Martinovic

Senior Customer Support Manager, Intercom

Customer Service 9 min read

Conversational support isn’t just a nice-to-have – it’s make or break

Conversational experiences are no longer the future of customer support – customers are expecting them now. Here’s what you need to know to become an industry leader.

Anna Murphy

Former Editor, Intercom

Customer Service 9 min read

Leading your support team through a crisis

A team takes its tone from its leader. When a crisis like COVID-19 occurs, how do you lead by example and provide them with the guidance and reassurance they need?

Zara Burke

Principal Editor, Intercom