Inside Intercom - The key to scaling customer success

Hi there,

For many businesses facing surging customer inquiries, the job of developing close relationships with their customers has fallen to their support team.

That’s led many support team leaders to consider the role of automation in their operations. But today’s customer support teams must walk a fine line between robotic troubleshooting and empathetic help. Choosing what to automate and what is best left to your agents to address is the first step in introducing automated customer support.

In the latest episode of the Inside Intercom podcast, Ryan Steinberg and Kaitlin Pettersen discuss how we deploy automation to support our customers here at Intercom. We also share how we trained our Resolution Bot with 100 answers from our customer support team.

Eager to hear your thoughts,

Graham Ó Maonaigh

What we've been writing

Why efficiency, not just effectiveness, is key to scaling customer success

Nicole Rashied

Why efficiency, not just effectiveness, is key to scaling customer success

With efficiency top of mind for many businesses, here are five ways our Customer Success team is working to help as many customers as possible, as quickly as possible.

Ryan Steinberg on fostering empathetic automation

Kaitlin Pettersen

Ryan Steinberg on fostering empathetic automation

In this episode of Inside Intercom, Ryan Steinberg, Intercom’s Head of Global Support Operations, discusses everything from the best and worst applications for support automation to the future of support operations.

The 100 answer challenge: How our support team helped train Resolution Bot

Eric Fitzgerald and Leanne Harte

The 100 answer challenge: How our support team helped train Resolution Bot

Here's how our Customer Support team trained Resolution Bot, our intelligent chatbot that answers common questions – freeing the team up to focus on more complex support tasks.

What we've been reading

Call centers have never been more important →

Vox investigates how call centers are being impacted during the crisis and how customer support is, in some cases, the only point of contact with the customer.

The science of building great teams →

More than ever, leaders need to understand how to keep their teams motivated and focused. We revisit this classic article from MIT's Human Dynamics Lab on the group dynamics that characterize high-performing teams.

Leading sales teams through crisis →

In this new book from the Close.io team, you’ll find comprehensive advice for adjusting your sales process in the current climate. Hear from our own sales team plus those at Gong, Predictable Revenue, and many others.