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5 lessons learned from growing a support team

Customer Support Lead, Intercom

Sharon Moorhouse

@intercom

No matter how internal a decision you make seems, it always has an external effect on your customers. The interactions that your customers have with your support team shape how they think and feel about your product.

In my talk at the Inside Intercom World Tour, I shared 5 lessons we’ve learned about growing our support team and how to manage making internal decisions and their effects on our customers.

  1. Don’t make promises
  2. Give your customers context
  3. Gradually introduce management
  4. Adjust your processes when introducing remote employees and teams
  5. Don’t be afraid to break up with your customers

Watch the video above to find out more, and check out our other talks from the 2017 Inside Intercom world tour:

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