Intercom on Customer Support

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Behind every great product is a great support team.

Intercom on Customer Support shares what we’ve learned as Intercom has scaled its customer support while trying to remain personal. Now updated and expanded with a new section on helping customers help themselves.

This book is currently unavailable

129 printed pages

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Impressions

Mardan Altynbekovshared an impression5 years ago
👍Worth reading
🔮Hidden Depths
💡Learnt A Lot
🎯Worthwhile
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Anastasia Shakhaevashared an impression7 years ago
👍Worth reading
🎯Worthwhile
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Rara Rizalshared an impression8 years ago
🔮Hidden Depths
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Quotes

Anastasia Shakhaevahas quoted7 years ago
Henry Ford famously said, “If you need a machine and don’t buy it, then you will ultimately find that you have paid for it and don’t have it.
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Mardan Altynbekovhas quoted5 years ago
Keep in mind the ultimate goal of your support team. Sure their job is to answer customer queries in as timely, helpful and efficient a manner as possible. But on a strategic level the goal is to reduce the need for support
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Mardan Altynbekovhas quoted5 years ago
The best customer support teams are extremely efficient in everything they do but particularly so with their use of customer feedback. Wasteful teams will just solve the customer’s problem, and not consider how that issue can help solve the product problem.
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On the bookshelves

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