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Support Trends 2021: How support leaders are adapting

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Hosted By
Bobby Stapleton
Senior Manager Customer Support, Intercom
Dee Reddy
Podcast Producer, Intercom
Farhan Virji
VP of Customer Happiness, Later
Stacy Justino
Director of Customer Happiness, Wistia
Duration
45 min
Resources
The Future of Support Has Arrived: It’s Conversational

Support Trends 2021: How support leaders are adapting

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.

Join Dee Reddy from Inside Intercom with industry experts from Intercom, Later, and Wistia as they discuss these trends, how their businesses might be affected, and how they plan to adapt. 

You’ll discover 

  • The 5 conversational trends transforming support


  • How support leaders are adapting to the transformation of customer support

  • How leaders are planning for the uncertain year ahead


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