Hey there,

When it comes to providing exceptional support, it’s crucial to meet your customers where they are. That means you need to be able to offer each customer the personable, human support they want, across multiple different channels and content types.

Doing this at scale is no easy feat. And doing this at scale when you're Slack – a product with 12 million daily active users, all of whom are offered the same level of support, regardless of payment plan – presents a particular type of challenge.

This week, we talked to Kristen Swanson, Customer Experience Chief of Staff at Slack, about how she and her team use technology and self-service support to fuel their deeply human customer-first support experience.

As Kristen says, “One of the things that is really important to us when we think about the types of support we offer is that we are setting the table at the buffet, but ultimately it’s up to the customer to decide if they want to start with the dessert cart, or perhaps the toast and jam.”

See you at the dessert cart,

How-to Guide: How to improve CX with better chatbots

Just as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support. We’ve teamed up with the folks at Customer Contact Week to help you stay up to date.

The power of opinionated content

Intercom’s Director of Content John Collins explains how opinionated content can help start a conversation to break through the noise and competition.

Messaging apps that help you understand and talk to your customers.

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

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