With AI taking over more manual tasks and freeing teams up to focus on more meaningful work, customer service roles are becoming increasingly strategic.<\/p>\n
For too long, many businesses have viewed customer service as a cost center. But now, with AI and automation increasingly handling transactional queries, customer service teams are evolving into strategic value drivers with the ability to provide more consultative guidance, deliver key insights, and directly impact customer adoption and retention. This is powerful because increased retention leads to increased revenue, and demonstrates how customer service can positively impact profit.<\/p>\n
This week on The Ticket<\/em>, Intercom\u2019s Bobby Stapleton<\/a>, Senior Director of Human Support, and Anthony Lopez<\/a>, Director of Customer Support Operations, unpack how customer support leaders can confidently guide their teams into this new strategic future.<\/p>\n Here are some key takeaways from their conversation:<\/p>\n\n