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Inside Intercom Austin

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Avatar for Sabrina Gordon Sabrina Gordon
June 23, 2016
63
0

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
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  9. None
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  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
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  22. Survey Unsolicited workflow driven open conversation open scope blindspots context

    free closed conversation scoped known knowns
  23. None
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  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]