Inside Intercom - The future of support has a new shape

Hi there,

Customer support is undergoing massive, irreversible change. Support teams are struggling to manage a large volume of inbound queries. Simultaneously, customer expectations are rising. A great customer experience is no longer optional – it’s essential to business survival. Delivering this type of fast, personal support requires a messenger-based approach. Drumroll...

Today, we’re excited to introduce a brand new framework to help support teams thrive in this modern support era – the Conversational Support Funnel. The funnel combines human, self-serve, and proactive support to empower your team to get ahead of known problems, automatically answer repetitive queries, and quickly resolve complex issues. It’s the fastest, most efficient way to provide personal support at scale. Dive in and learn more here.

This is just the beginning. In the coming weeks, we’ll be launching new features to make the funnel even more powerful. Tune into our latest podcast where our Global Director of Support Kaitlin Petterson, Senior Director of Product Design Emmet Connolly, and Senior Director of Product Jane Honey share our funnel vision.

Enjoy,

Zara Burke

Customer Support is being turned upside down. Here’s what you need to do about it

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Customer Support is being turned upside down. Here’s what you need to do about it

Customer support is undergoing massive, irreversible change. We’re excited to introduce the Conversational Support Funnel – a powerful framework that helps support teams deliver fast, personal support at any scale.

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