Hey there,

The customer service industry is transforming before our eyes. Things we took for granted mere months ago are now up in the air – and customer service teams across every industry are re-evaluating the way they work.

At Intercom, we work to make customer service teams’ jobs easier, more enjoyable, and more worthwhile – and we think the recent strides in AI will help us to do it. But we wanted to hear directly from those on the front lines; so we teamed up with Klaus, Aircall, and Support Driven to survey 4,000 customer service professionals across 98 countries to find out where they’re placing their bets in 2023.

The result is the Customer Service Quality Benchmark Report 2023. Here are the three top takeaways:

• Optimize automated workflows while implementing new AI tools: AI has the power to take support teams’ performance to unprecedented levels, but don’t ignore the power of effective automation flows when it comes to triaging customer requests, reducing wait times, and collecting important information to resolve queries more quickly.
• Invest in proactive and self-serve support to get ahead of questions before they’re asked: Make sure your help content is thorough, up-to-date, and easy to understand. Not only will it make it easier for your customers to self-serve, it’s the best way you can prepare to adopt new AI tools like Intercom’s Fin.
• Reinforce team talent with internal QA and coaching: With AI set to take on simple, repetitive queries, managers should focus on equipping their teams to offer the high-quality, personalized assistance that customers will value more than ever when facing thorny problems.

It's going to be a big year,

What we’ve been doing

Response Time: Vol. 4

What's going on in customer service? 

• ChatGPT will make customer service even more human: Uniquely human strengths like content creation and meaningful interactions will be appreciated more than ever as AI joins the customer service team, argues SupportLogic's Krishna Raj Raja at Forbes.
• Fintechs face reckoning over customer service: Last week's podcast focused on the art of customer service in fintech. But not every company gets it right, and customers are no longer tolerating poor service, according to The Financial Times.
• The unsung heroes of great customer service: Everybody loves a positive customer service story. Here are a few from The Guardian to help you through hump day. 

Intercom is the customer service platform helping businesses build better customer relationships through personalized, messenger-based experiences.

Intercom | 55 2nd St. | San Francisco, CA 94105

This email was sent to you.
If you no longer wish to receive these emails, you may unsubscribe here.

Privacy Policy