Support strategies for retaining customers

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Presented by

Kaitlin Pettersen, Global Director of Customer Support, Intercom; Tom Ronen, Head of Customer Success, monday.com

About this talk

Staying connected with and retaining your customers is crucial to your business's health – and in today's environment, support teams have a bigger role to play than ever. Customers are increasingly looking to support teams for information, guidance, and relief. Join us for a roundtable discussion with Kaitlin Pettersen, Intercom’s Director of Customer Support, and Tom Ronen, monday.com’s Head of Customer Success, on what support teams can do to reassure customers and bolster retention. You’ll hear from Kaitlin and Tom about: • What they're doing to prevent and reduce customer churn. • How they're assisting customers in difficult financial situations. • What changes they've made to their teams' workflows and objectives. • How they're working with product, sales, and marketing to drive retention.
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Intercom, the Engagement OS, enables businesses to build stronger customer relationships that drive growth and scale. With its all-in-one customer communications platform, Intercom offers next-generation solutions for sales, marketing and support teams to work together to convert prospects into paying customers, engage customers throughout their journey and provide world-class support. Intercom is redefining the customer journey and unifying business silos to deliver ongoing, personalized engagement through in-context communications. More than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver unparalleled user experiences at any scale. Over 600 million end users use Intercom every month, sending an average of more than 500 million messages. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal