Inside Intercom - Who's in control of your brand?

Hi there,

When you’ve written into a company for support, or as a prospective customer, what’s been the better experience: a personal, one-on-one conversation, or a generic email exchange?

The best brand interactions often feel similar to buying a latte at your favorite coffee shop where the barista always knows your order. And now, that level of personal interaction any time you speak with a company is what many customers expect.

This week on Scale, Yoli Chisholm, VP of Marketing at Sprinklr, speaks to that transition: in order to delight them, companies must first understand that customers, not the brand, are in control. And to develop the most authentic relationships with their customers, marketing, sales, and support teams need to break apart the silos between them to get the full picture.

We recently launched powerful upgrades to our platform to help you on your journey to build these better customer experiences. And this week, we dive into a few of our support team’s favorite new additions to the Intercom feature family.

Enjoy,

Alexa Collins

What we've been writing

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Localization is the process of adapting a product or service to meet the needs of consumers in a particular country or region. This guest post from Lokalise's Head of Digital Growth shares that with the right tools, it’s achievable by companies of all sizes, opening the door to meaningful growth.

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We highlight a few of the many new features that we’ve released over the last three months, including new and improved apps in our app store and a streamlined workspace setup and teammate onboarding.

Boost your support efficiency with Intercom’s new workflows

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Our suite of new features have supercharged our support team’s efficiency and maintained a positive customer experience. Here are the top features that we think you’ll find particularly useful.

From Adobe to Walmart: How Sprinklr won over the world’s most valuable brands

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From Adobe to Walmart: How Sprinklr won over the world’s most valuable brands

We sat down with Sprinklr’s VP of Marketing Yoli Chisholm to learn how embracing a conversational mindset has accelerated the company’s growth.

What we've been reading

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A deeply customer-centric approach roots itself in the practice of empathy, where a business not only understands who its target customers are, but how to meet them where they are.

The word of mouth coefficient →

Growth advisor Yousuf Bhaijee argues that word of mouth is essential for customer acquisition, but it's no secret that it's difficult to track. Enter: the word of mouth coefficient.