Inside Intercom - Getting proactive about support

Hey there,

Customer expectations are at an all-time high today. And at the same time, support teams are seeing spikes in conversation volumes like they’ve never seen before.

While it might feel familiar to just let support queries roll in for your team to address, this will only result in a burnt out support team and frustrated customers who have waited hours or even days for a response.

Sound familiar? You need to adopt a proactive customer support approach. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place. With the right strategy and proactive support tools, you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime.

Proactive support can drastically reduce the number of conversations that reach your support team, all while increasing customer satisfaction and retention.

“If somebody is reaching out to you, that means you’re on the defense, you’re reactionary to the issue,” as Dialpad CEO Dan O’Connell recently explained on our podcast.

Customer support doesn't need to be viewed as a cost center. Implementing a good proactive support strategy can help you position it as a profitable value driver.

Until next time, 

P.S. We’re hiring ;)

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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