Inside Intercom Austin

Transcript

1. Does Your Support Team Know More About Your Product Than You Do?
2. Sabrina Gordon Customer Support Lead @sabrinargordon
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
15. You Support
16. Rest of Company Customer Support Team
17. H E R E I S A R E P LY
22. Survey Unsolicited workflow driven open conversation open scope blindspots context free closed conversation scoped known knowns
29. B B R P R P B P P B R R B P
31. The Intercom messenger isn’t appearing I can help!
32. ?
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
40. Bug Report
42. Feature Request
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
50. Thanks Sabrina Gordon @sabrinargordon from @intercom sabrina@intercom.io