{"id":29815,"date":"2024-03-20T18:00:19","date_gmt":"2024-03-20T18:00:19","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29815"},"modified":"2025-01-03T12:19:59","modified_gmt":"2025-01-03T12:19:59","slug":"farewell-customer-service-frankenstack","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/farewell-customer-service-frankenstack\/","title":{"rendered":"Farewell to the customer service Frankenstack"},"content":{"rendered":"<p>You\u2019ve probably met the Frankenstack \u2013 a friendly monster made with the best of intentions and from a concoction of different support software and tools.<\/p>\n<p>I talked about Frankenstacks recently on <a href=\"https:\/\/www.intercom.com\/blog\/videos\/podcast-cs-trends-2024\/\"><em>The Ticket<\/em> podcast<\/a> with our VP of Customer Support, Declan Ivory, and our Director of Human Support, Bobby Stapleton. I wanted to clarify one thing: my issue with Dr. Frankenstein&#8217;s monster is not that he\u2019s assembled from different components. It\u2019s that he\u2019s ugly (<em>or put more politely, his individual parts don&#8217;t work seamlessly together<\/em>).<\/p>\n<p>In real terms, it\u2019s not that I believe a single tool will do everything for your customer service team. It\u2019s that the experience using these tech stacks is clunky, inefficient, and suboptimal, and we\u2019ve tolerated it for a bit too long. With recent advances in <a href=\"https:\/\/www.intercom.com\/blog\/\">AI-powered customer service<\/a>, support teams don&#8217;t need to put up with disconnected tools anymore.<\/p>\n<h2 id=\"how-did-the-frankenstack-emerge\">How did the Frankenstack emerge?<\/h2>\n<p>Much like Frankenstein, these ugly tech stacks don\u2019t appear overnight \u2013 they sneak up on you. If you\u2019ve worked in a customer service team, you probably know what it\u2019s like to be viewed as a \u201c<a href=\"https:\/\/www.intercom.com\/blog\/support-metrics-evolving\/\">cost center<\/a>\u201d with an unrelenting focus on response times and reducing spend. This doesn\u2019t leave a lot of time or money to invest in corralling our tech.<\/p>\n<p>On the one hand, hundreds of great tools emerged in the last decade to solve niche, but important, problems \u2013 and I\u2019m grateful for them. That said, getting all of them to work harmoniously together is a huge lift. Pair this with limited bandwidth and:<\/p>\n<ul>\n<li>New tools are bolted on to existing support systems and end up requiring extra steps, logins, and another UI to learn. This inflates how long it takes to troubleshoot and makes your support team less efficient.<\/li>\n<li>Duplicative toolsets emerge and end up being underutilized, leaving your team with 2-3x the cost with little ROI (return on investment) to show for it.<\/li>\n<li>Your backlog of user feedback gets bigger and your team becomes more and more dissatisfied, impacting your team and customer experience.<\/li>\n<\/ul>\n<h2 id=\"whats-the-solution-rally-your-tech-behind-one-platform-and-let-ai-fill-in-the-gaps\">What\u2019s the solution? Rally your tech behind one platform and let AI fill in the gaps<\/h2>\n<h3>1. Switch to an AI-first platform<\/h3>\n<p>First, migrate to a platform that makes it easy for you to streamline your tech stack \u2013 one that integrates with your tech easily but has its own <a href=\"https:\/\/www.intercom.com\/blog\/fin\">core AI features.<\/a> Here are just two of the ways we do this on our own team at Intercom:<\/p>\n<ul>\n<li>Our AI chatbot, <a href=\"https:\/\/www.intercom.com\/blog\/fin\">Fin<\/a>, works with our Messenger, learns from our <a href=\"https:\/\/www.intercom.com\/blog\/articles?on_pageview_event=articles_footer\">Help Center<\/a>, and has its own reporting for us to monitor performance \u2013 all in Intercom. This makes testing and improving our bot quality 10x easier.<\/li>\n<li>We use <a href=\"https:\/\/www.intercom.com\/blog\/app-store\/?app_package_code=unbabel-chat-translation&amp;category=automation\">Intercom\u2019s integration with Unbabel<\/a> to help our team help customers in other languages. Fin can also provide <a href=\"https:\/\/www.intercom.com\/blog\/fin-ai-chatbot-45-languages\/\">multilingual support<\/a> to customers in 45 languages.<\/li>\n<\/ul>\n<h3>2. Use AI to increase efficiency and improve the customer experience<\/h3>\n<p>Next, find and use AI features to save time and money without compromising the customer experience. Here are two recent examples of how we did this \u2013 and continue to do \u2013 this at Intercom:<\/p>\n<ul>\n<li>We used AI to analyze 500,000 conversations and help us understand key trends across our customers&#8217; issues and questions. Imagine reading these manually.<\/li>\n<li>When handing things off in an escalation, our team uses Intercom\u2019s <a href=\"https:\/\/www.intercom.com\/blog\/introducing-fin-in-the-inbox\/\">Fin AI Summarize<\/a> feature so that the next rep easily understands what\u2019s going on \u2013 this is especially useful for long conversations.<\/li>\n<\/ul>\n<p>Imagine a world where your tech stack saves your team money, features and tools work seamlessly together, and your team has more time to create white-glove customer experiences. We&#8217;re building that future at Intercom. \ud83d\ude09<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Over the past few years, customer service tech stacks have become a sprawling mess. With recent advances in AI, it&#8217;s time to say goodbye to the Frankenstack.<\/p>\n","protected":false},"author":567,"featured_media":29823,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[],"coauthors":[25299],"class_list":["post-29815","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Farewell to the customer service Frankenstack - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Over the past few years, customer service tech stacks have become a sprawling mess. 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With recent advances in AI, it&#039;s time to say goodbye to the Frankenstack.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/farewell-customer-service-frankenstack\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2024-03-20T18:00:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-01-03T12:19:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/03\/Frankenstack-blog-hero-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1195\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Anthony Lopez\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@intercom\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Anthony Lopez\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/\"},\"author\":{\"name\":\"Anthony Lopez\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/8418fbc44944b7cf099d1a022a8b0be8\"},\"headline\":\"Farewell to the customer service Frankenstack\",\"datePublished\":\"2024-03-20T18:00:19+00:00\",\"dateModified\":\"2025-01-03T12:19:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/\"},\"wordCount\":623,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/03\\\/Frankenstack-blog-hero-scaled.jpg\",\"articleSection\":[\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/\",\"name\":\"Farewell to the customer service Frankenstack - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/farewell-customer-service-frankenstack\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/03\\\/Frankenstack-blog-hero-scaled.jpg\",\"datePublished\":\"2024-03-20T18:00:19+00:00\",\"dateModified\":\"2025-01-03T12:19:59+00:00\",\"description\":\"Over the past few years, customer service tech stacks have become a sprawling mess. 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