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2022 Customer Support Trends: A North American perspective

55min

2022 Customer Support Trends: An EMEA perspective

81min

Join Brian Byrne (Customer Engagement Producer) for a best practice session on how to automate customer engagement with product tours and ongoing messages throughout the customer lifecycle.

Establishing a strong customer community is the cornerstone of growth strategies for so many successful startups. Creating a community that your members habitually continue to support and feel connected with is challenging. We were struck by the idea of enabling your customers to become your investors to make them a vested part of your startup’s success.

Find out how SimpleTexting uses Intercom, Heap, and AWS to accelerate discovery, execute personalized campaigns, and measure success.

Qonto, une solution de gestion financière tout-en-un, a pour mission de simplifier la façon dont les entreprises gèrent leurs finances. Ayant précédemment utilisé un système de tickets pour leur support client, l'équipe souhaitait adopter une approche plus conversationnelle afin de fournir un support personnel et de construire des relations durables avec leurs clients.

Join us for a best practice / Q&A session on how to create targeted, effective, and timely transactional messages using Intercom.

Everyone agrees customer feedback is critical to shaping your startups’ offering, design, and future roadmap.

Onboarding is about so much more than introductions. It’s about keeping up the conversation across the customer lifecycle. That way, your users become true fans of your product who advocate for your success.

Deep Dive into the new WhatsApp integration for Intercom and how to set it up.

70min

Join Brian Byrne (Product Education Producer) to see how Intercom's Inbox and Articles products combine to make a customer support powerhouse.

63min

Brian Byrne showcases brand new and recently released Intercom features that you can use to grow your business across sales, marketing and support.

Learn how to get more from the data you collect with this best practice / Q&A session on Intercom's new Surveys feature.

Learn how to get more from the data you collect with this best practice / Q&A session on Intercom's new Surveys feature.

Conversational Support

For the last three months, we've brought together customer support leaders to find out how they’ve set up each stage of the Conversational Support Funnel.

At a time when your customer-facing interactions are more impactful than ever, it’s not good enough to provide “good enough” support; you need to provide high-quality experiences, every time.

Last year, Intercom, Klaus, and Support-Driven partnered to publish the first-ever support quality benchmark report with a goal of uncovering what good results in customer service actually looks like.

2022 Customer Support Trends: A North American perspective

55min

2022 Customer Support Trends: An EMEA perspective

Vos clients veulent une assistance de plus en plus rapide et personnalisée. Cela peut engorger vos équipes de service client alors même que la plupart des questions que vos clients posent sont généralement répétitives ou peu complexes. Ces questions peuvent être évitées grâce au support proactif, ou gérées automatiquement, afin d'offrir plus de temps à vos équipes de support pour traiter les questions plus complexes.

At a time when your customer-facing interactions are more impactful than ever, it’s not good enough to provide “good enough” support; you need to provide high-quality experiences, every time.

A l’occasion de notre premier webinaire de 2022, notre équipe française a eu le plaisir de recevoir Camille David, Head of Customer Success chez October. Camille était accompagnée de Julien Beck, Relationship Manager chez Intercom.

Dialpad’s customer support team integrated Intercom’s business messenger with Dialpad’s phone application to allow their team offer personalised human support between chat and voice seamlessly.

49min

Join Ryan Steinberg (Head of Global Support Operations, Intercom) for a best practice session on how to build an automated support experience that pays off for your customers and team.

Your customers want faster and more personalized support. This can overwhelm your customer service teams even though most of the questions your customers ask are usually repetitive or not very complex. These questions can be avoided with proactive support, or handled automatically, to give your support teams more time to handle more complex questions.

Today, customer support teams are navigating an increasingly demanding support landscape. Automation supercharges support, empowering teams to provide personal support at scale without overstretching your team.

Everyone agrees customer feedback is critical to shaping your startups’ offering, design, and future roadmap.

In Intercom’s customer support trends 2022 research, it found that leveraging technology is top of mind for support leaders when it comes to supporting and retaining customer support employees, with 30% highlighting it as a top priority.

Deep Dive into the new WhatsApp integration for Intercom and how to set it up.

Now Intercom can help your customers with a channel that’s always at their fingertips—WhatsApp.

70min

Join Brian Byrne (Product Education Producer) to see how Intercom's Inbox and Articles products combine to make a customer support powerhouse.

Join Intercom’s Kaitlin Pettersen, Dialpad’s VP of Services Shane Freeburg, and Segment’s Head of Success Engineering Emily Luckette for a roundtable discussion on how customer support will evolve based on the trends they’re seeing.

38min

Join Annie Berrones (Senior Product Marketing Manager, Intercom) and Jen Ong (Head of Operations Platform, Stripe) as they discuss how you can provide faster and more personal support with Intercom and Stripe.

Instantly resolve common questions, so your team can focus on conversations only humans can resolve.

Over the next three months, we’re bringing together customer support leaders to find out how they’ve set up each stage of the Conversational Support Funnel.

Join us for a roundtable discussion with Kaitlin Pettersen, Intercom’s Director of Customer Support, and June Zhang, Guru’s Customer Support Manager, on how they’re taking care of their teams and their customers – remotely.

Over the next three months, we’re bringing together customer support leaders to find out how they’ve implemented each stage of the conversational support funnel.

Conversation volume and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team.

56min

Join Jack Jenkins and Thomas Creighton to learn about smart self-service and how to scale your support without sacrificing quality.

Intercom surveyed 600 support leaders from both B2B and B2C companies, and revealed that many of those companies are now using conversational support to manage high conversation volume – and growing customer expectations. The survey also suggested that even more support leaders are planning to invest in conversational support capabilities in 2021.

Based on these findings, five key trends have emerged.

Staying connected with and retaining your customers is crucial to your business's health – and in today's environment, support teams have a bigger role to play than ever. Customers are increasingly looking to support teams for information, guidance, and relief.

55min

Join Paul Adams (VP of Product) and Brian Donohue (Director of Product Management) as they share what the future of messaging looks like and give you the first introduction to Intercom’s re-imagined business messenger.

Forrester Consulting recently surveyed global support leaders to see how customer support is changing. They found that personalized, messenger-based support is no longer the future—it’s the current expectation.*

Conversational Marketing

Join us for a live Ask Me Anything (AMA) with Stan Massueras, our Director of EMEA Sales. Stan has more than 15 years of experience leading sales at high-growth companies like Twitter, Facebook, HP, and now Intercom.

70min

A best practice session on how to use Intercom's live chat, automation and inbox for sales and lead generation.

Join Ian Stanley (Senior Marketing Manager, Slack) and Jasmine Jaume (Senior Product Marketing Manager, Intercom) to learn how you can use Slack + Intercom to engage and convert more leads from your website, faster.

Watch the webinar on how to boost your pipeline, make more sales, and provide faster support with Custom Bots.

Find out how SimpleTexting uses Intercom, Heap, and AWS to accelerate discovery, execute personalized campaigns, and measure success.

Join us for a best practice / Q&A session on how to create targeted, effective, and timely transactional messages using Intercom.

Join our sales team to learn how they use live chat and automation to cut response times and win more deals.

58min

Join Catherine Brodigan and Will Holden from the Intercom sales team as they share what they’ve learned using Intercom’s live chat solution as an engine of sales growth.

Join us for Inter/Views, a virtual fireside chat series dedicated to the topics you care about in the SaaS space and beyond. From pain points to potential, hear how Intercom partners are adapting to global changes—and how they’re planning for the future.

Chatbots are here to stay, and the fastest growing businesses are using them to close more deals, at scale.

Conversational Customer Engagement

81min

Join Brian Byrne (Customer Engagement Producer) for a best practice session on how to automate customer engagement with product tours and ongoing messages throughout the customer lifecycle.

Find out how SimpleTexting uses Intercom, Heap, and AWS to accelerate discovery, execute personalized campaigns, and measure success.

Getting new customers is important, but if you’re not retaining them, you’re not growing as a business. That’s why a focus customer retention should be a key part of your growth strategy.

58min

Join Intercom’s co-founder Des Traynor as he discusses the importance of onboarding in bridging the gap between a company's initial traction and sustained success.

Join us for a best practice / Q&A session on how to create targeted, effective, and timely transactional messages using Intercom.

From onboarding signups to showcasing new features, Product Tours gives you a new way to help customers successfully adopt your product.

Adam Treboutat, Gusto’s growth marketing lead, shares how he's developed a measurable onboarding strategy that still keeps it personal.

Everyone agrees customer feedback is critical to shaping your startups’ offering, design, and future roadmap.

Join Intercom’s Des Traynor and UserOnboard’s Samuel Hulick as they outline tried and tested strategies for onboarding new users.

Learn how to get more from the data you collect with this best practice / Q&A session on Intercom's new Surveys feature.

Retention is the new growth, but how do you get there? The answer is onboarding. Onboarding lets you connect the dots for your customers at key moments, so they find more value in your product.

Learn how to get more from the data you collect with this best practice / Q&A session on Intercom's new Surveys feature.

Automation and Bots

81min

Join Brian Byrne (Customer Engagement Producer) for a best practice session on how to automate customer engagement with product tours and ongoing messages throughout the customer lifecycle.

Watch the webinar on how to boost your pipeline, make more sales, and provide faster support with Custom Bots.

Join Ryan Steinberg (Head of Global Support Operations, Intercom) for a best practice session on how to build an automated support experience that pays off for your customers and team.

Join Rati Zvirawa, Product Manager, and Mark Iafrate, Product Marketing Manager, and other members of Intercom's Platform and App Ecosystem teams to learn about recent updates to our platform and get a sneak peek at upcoming releases.

Instantly resolve common questions, so your team can focus on conversations only humans can resolve.

56min

Join Jack Jenkins and Thomas Creighton to learn about smart self-service and how to scale your support without sacrificing quality.

Chatbots are here to stay, and the fastest growing businesses are using them to close more deals, at scale.