Transforming Customer Experience with Automation

Presented by

Ramesh Dontha, Digital Transformation Pro | Michelle Faughan, Intercom | Jamison Antoine, Warner Music Group

About this talk

Leveraging support automation results in 33% of common questions instantly resolved, and 109 hours customers get back with immediate resolutions. The business benefits of support automation and self-service tools like chatbots and resolution bots are clear, but what about the benefits for your customers? With customer expectations at an all time high, how can we meet them? In episode 2 of this three part series we’ll uncover the benefits of automation on your customer experience. Join us in this session as we discuss: - How to build and maintain customer relationships with self-service automation - Evolving customer expectations and how to meet them - The future of support automation, and why it is so necessary today Speakers: Ramesh Dontha, Digital Transformation Pro Michelle Faughan, Manager of Customer Support, Intercom Jamison Antoine VP, Global Customer Experience, Warner Music Group

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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