{"id":25890,"date":"2021-05-18T12:00:03","date_gmt":"2021-05-18T11:00:03","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=25890"},"modified":"2024-07-12T17:30:32","modified_gmt":"2024-07-12T16:30:32","slug":"forrester-research-conversational-support-study-2021","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/forrester-research-conversational-support-study-2021\/","title":{"rendered":"Conversational support is business critical \u2013 insights from Forrester research"},"content":{"rendered":"

It\u2019s no secret in tech that everyone is a big fan of their own work.<\/p>\n

Self-belief isn\u2019t optional. To start a startup, to take on incumbents, to disrupt an industry \u2013 all of this requires believing that you see things changing. Believing that you have something truly new to offer. Believing that customers who try it will see better results. And you need to tell everyone, all the time.<\/p>\n

But as you grow and mature, and as your target customers grow from early adopters to more discerning buyers, it\u2019s simply not enough for you to say it. People have grown jaded by claims about \u201cemail, reinvented<\/a>\u201d, \u201cproject management, reinvented<\/a>\u201d, and the like. They want to hear it from a qualified and objective source. Hence they look to industry analysts to explain what\u2019s going on in their area, so they can learn about what\u2019s changing in the industry, and what new tools and technologies have emerged.<\/p>\n

At Intercom, we\u2019ve witnessed a lot of change in the past year, and a lot of these changes have advanced ideas that we\u2019ve been speaking about for almost 10 years.<\/p>\n

There have been irreversible changes in how the world does business. We\u2019ve seen a dramatic one-way acceleration in the transition to a primarily online business environment. There\u2019s also been a major transformation in the way that companies and customers connect to one another \u2013 and as a direct result, providing world-class customer experiences has never been more important.<\/p>\n

So we wanted to learn more about these tectonic shifts in the support world so that we could share them with you, our customers, and our readers.<\/p>\n

Commissioning Forrester Consulting<\/h2>\n

Enter Forrester. A commissioned study by Forrester Consulting<\/a> on behalf of Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy<\/em><\/a>, reveals how conversational experiences are fuelling customer retention and business growth for global companies. They surveyed 523 global customer support decision makers \u2013 executives, vice presidents, directors, and managers \u2013 across Europe and the United States, to learn more about the changes they\u2019ve seen over the past year, and how they\u2019re future-proofing their customer support strategy with conversational support.<\/p>\n

They found that:<\/p>\n