Creating sustainable businesses – this week on Inside Intercom

Hey there,

There’s a grain of truth in the idea that happy employees lead to satisfied customers and vice versa. Let’s be honest: speaking with an overwhelmed or under-resourced support team can create memorable customer experiences, for all of the wrong reasons.

On the other side of the fence, dealing with simple, repetitive queries can damage support team morale over time. When we talk about creating sustainable businesses, we’re talking about more than delivering repeated customer excellence – we’re describing a company with a customer experience that’s scalable and replicable across multiple mediums, one that doesn’t burn out reps and leave them grappling with increased conversation volumes and customer expectations.

In our recent podcast, we spoke with CX pioneer and founder of Customer Bliss, Jeanne Bliss, about her experiences in building scalable customer-centric businesses. “You’re going on your learning curve, and the biggest thing is to check your ego at the door. You need to shine a big spotlight on others,” she says. “This work is about uniting and engaging and giving people the ability to do their best work, not only alone but together. That’s the function you provide – a comprehensive view and the ability to unite.”

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

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