New study reveals conversational support is a must-have

Hey there,

At Intercom, we’ve witnessed a lot of change in the past year, and a lot of these changes have advanced ideas that we’ve been speaking about for almost 10 years.

The pandemic accelerated the move online for many businesses, and this has transformed the relationship between customers and companies for the long haul – signalling a need for businesses to find new ways to engage and connect with their customers.

To understand these seismic shifts in the support world, we commissioned a study by independent research firm Forrester Consulting, Drive Conversational Experiences For A Future-Ready Customer Support Strategy. Forrester surveyed 523 global customer support decision makers including executives, vice presidents, directors and managers across Europe and the United States to learn more about the changes they’ve experienced this year and how they’re adapting to these long-lasting changes in consumer behavior.

And the results? Forrester’s research found that conversational support is no longer a “nice-to-have” or something to consider in the future. Customers expect conversational support experiences now – and 71% of support leaders believe that scaling conversational support will allow them to stay competitive or become an industry leader.

So if you want to empower your team to deliver high-quality, personal, customer-first experiences – there’s never been a better time to invest in conversational support.

It’s make or break,

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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