Scaling support teams with ease – this week on Inside Intercom

Hey there,

Dev ops, People ops, Marketing ops – you’re probably familiar with these teams, but have you heard of CS ops, aka customer support operations?

Like other operations teams, CS ops empowers teams to work more efficiently and effectively. To do this, CS ops analyzes existing customer support processes and data to identify opportunities and areas for improvement. Not only do these optimizations help support teams provide better support faster, they can also help protect team morale, identify the metrics that matter for your team, and build conversational relationships with your customers at scale.

As Ryan Steinberg, our Head of Global Support Operations, explains, “These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount.”

At a time of rising customer expectations, support leaders need affordable, scalable solutions to enable their teams to deliver high-quality support. That's why we think the role of CS ops will become increasingly central to long-term support success.

Operate at your full potential,

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

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

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