Beth McEntee

A personal touch: Intercom’s guide to CX personalization

CX personalization isn’t just about addressing your customers by name in an email. It’s an end-to-end, data-driven strategy that takes into account customers’ needs, preferences, and behaviors to deliver relevant experiences across all touchpoints in the customer journey.

We’ve put together eight steps for building out a personalized customer experience; from collecting first-party customer data, to designing personalized communication flows, to assembling cross-functional teams.

How many have your team implemented?

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Liam Geraghty

CX expert Jon Picoult on shaping memories, not just experiences

According to CX expert Jon Picoult, if you’re aspiring to satisfy your customers, you’re aspiring to mediocrity. Companies that are content to merely satisfy are probably not putting much effort into creating end-to-end experiences that delight, enthrall, and excite customers.

On the podcast, he explores how companies can shape customers’ perceptions and expectations. Here are the top takeaways:

• Addressing customer experience across the customer journey reduces the need for reactive customer support, allowing your team to redirect resources to higher-value activities.
• Companies that excel in CX show three times higher shareholder return than those that don’t.
• Companies can use the same strategies to engage both their customers and their customer service teams – it’s all about seamless, effortless experiences.

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Kuba Niechciał

Support goes global: Localization for customer service teams

The process of localization involves tailoring your product to fit the needs of a local culture and language. It’s an essential element of a high-quality customer experience, but it’s also a must-have for your team.

Giving teammates the opportunity to work through the language they’re most comfortable with will improve morale, productivity, and retention. We’ve made some updates to enable even more of our customers to offer a localized workplace experience to their customer service team within Intercom.

Intercom now supports French, German, Spanish and Portuguese across the following functions:

• Our next-generation Inbox with real-time dashboards, where our customers spend the majority of their time.
• Reports, Articles, Contacts – everything that is necessary for day-to-day customer service outside of answering conversations.
• Sending invitations, Settings, Sign-in and Billing – for administration purposes.

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Paul Adams

How AI will change the nature of customer service work

Any report predicting the “jobs to be replaced by AI” will tell you that top of the list of endangered roles is the customer service representative. Paul Adams, Chief Product Officer at Intercom, believes this is an overly simplistic outlook.

On the Intercom blog, he lays out three developments he thinks we’ll see as AI collides with the customer service industry.

1. Customer service teams will get smaller, but with lower turnover, and more time for managers to invest in their team.
2. Customer service jobs will become more rewarding and skillful.
3. New types of customer service jobs will emerge.

2023 is a year of incredible change, but that change will bring new opportunities.

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