The irreversible transformation of customer support

Hey there,

Customer expectations for fast, personalized support are higher than ever – and businesses need to deliver high-quality, messenger-based support experiences to meet these expectations and stay competitive.

Many of the changes we’ve seen in the support landscape were already underway but have been exacerbated by the pandemic – and these changes are here to stay. We recently commissioned a study by independent research firm Forrester Consulting, Drive Conversational Experiences For A Future-Ready Customer Support Strategy, to learn more about the experiences of over 500 global customer support decision makers during this challenging time and how they’re unlocking the power of conversational support to fuel customer retention and business growth.

According to Forrester’s research, prior to the pandemic, messaging was ranked fifth overall in terms of channel usage. Now, it has risen to second overall. Forrester’s study also shows that 69% of support leaders believe the strongest customer relationships are built through personalized support experiences – and messenger-based support is the key to delivering this efficient, personal support at scale.

Keep it conversational,

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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