Changing the conversation – this week on Inside Intercom

Hey there,

“Any news?” feels like a loaded question for the times we’re living in, and this last year has driven home our need for meaningful conversation and connections.

We need strong relationships in business to thrive. At Intercom, we believe that Conversational Support is the best way to create meaningful relationships with customers at scale. We want everyone to leverage the power of a messenger-based support framework – it’s why we’ve just published our Ultimate Guide to Conversational Support so you can learn proven strategies firsthand from customer-centric companies, like Slack, Zapier, Wootric, and more.

With support teams facing an influx of customer conversations, it’s clear that they need a way to keep things personal while managing ever-increasing customer expectations. Creating space for your reps to have these valuable, human conversations with your customers is an essential part of modern support, helping you improve your processes or product while also resolving customer issues.

This proven framework blends proactive, self-serve, and human support so your team can get ahead of known problems, automatically answer repetitive queries, and quickly resolve complex issues. Without it, support teams face the difficult decision of sacrificing personal, meaningful support for the sake of efficiency.

Keep it conversational,

What we've been writing

CX expert Annette Franz on putting the ‘customer’ in ‘customer experience’

Zara burke

Announcing the Ultimate Guide to Conversational Support

Happy customers or a productive support team? We say choose both – The Ultimate Guide to Conversational Support shares the modern strategy that makes it possible.

Decision time: Our new product decision-making framework

GUSTAVS CIRULIS & PATRICK ANDREWS

Our new product decision-making framework

There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions.

Black Women’s Business Collective founder Zanade Mann on advocating for your peers

Dee Reddy

Black Women’s Business Collective founder Zanade Mann on advocating for your peers

What began as a crowdsourcing initiative in 2020 to provide access and resources to Black and Afro-Latina women business owners in the wake of COVID-19 is now a thriving ecosystem where women can access funding and training to scale their businesses.

What we've been reading

What to do when you’re the only woman in the room →

Being the “only” in the room doesn’t mean you have to be alone. Find out how to leverage the strength in your status.

5 steps for creating a powerful competitive strategy →

Strategy isn’t planning but it does guide it. Here are five actionable steps to effective problem solving.

Avoiding cultural appropriation in marketing →

You need to do the work internally before you do it externally. Check out this must-read for brand marketers.

Intercom is the world's first Conversational Relationship Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.