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Inside Intercom Austin

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Avatar for Sabrina Gordon Sabrina Gordon
June 23, 2016
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Inside Intercom Austin

Avatar for Sabrina Gordon

Sabrina Gordon

June 23, 2016
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Transcript

  1. Does Your Support Team Know More About Your Product Than

    You Do?

  2. Sabrina Gordon Customer Support Lead @sabrinargordon

  3. None
  4. None
  5. None
  6. None
  7. None
  8. None
  9. None
  10. None
  11. None

  12. Conversations 2012-06 2012-09 2012-12 2013-03 2013-06 2013-09 2013-12 2014-03 2014-06

    2014-09 2014-12 2015-03 2015-06 2015-09 2015-12 2016-03 15,000

  13. People Aug 2011 Jan 2012 Jan 2013 Jan 2014 Jan

    2015 Jan 2016 N ow 36
  14. None

  15. You Support

  16. Rest of Company Customer Support Team

  17. H E R E I S A R E P

    LY
  18. None
  19. None
  20. None
  21. None

  22. Survey Unsolicited workflow driven open conversation open scope blindspots context

    free closed conversation scoped known knowns
  23. None
  24. None
  25. None
  26. None
  27. None
  28. None

  29. B B R P R P B P P B

    R R B P
  30. None

  31. The Intercom messenger isn’t appearing I can help!

  32. ?

  33. None
  34. None
  35. None

  36. B B R P R P B P P B

    R R B P

  37. B B R P R P B P P B

    R R B P

  38. Unaware P P P P P

  39. None

  40. Bug Report

  41. None

  42. Feature Request

  43. None
  44. None

  45. Earth M ars Jupiter Saturn Venus M ercury Uranus N

    eptune

  46. Product
 gets better because of CS

  47. Product team
 gets better because of CS

  48. None
  49. None

  50. Thanks Sabrina Gordon @sabrinargordon from @intercom [email protected]