Customer Support Automation: How To Combine Technology and the Human Touch

Presented by

Ramesh Dontha, Digital Transformation Pro | Elizabeth Coughlin, Intercom

About this talk

Technology plays a huge role in scaling customer support in a landscape where customer expectations are ever growing. Technology can aid communication, improve efficiency and boost customer retention, but it’s important to strike a balance between implementing the best technology and personalisation. Finding this balance is the key to keeping your customers satisfied while also being efficient and cost effective. So, how can you implement the newest, most efficient technology without losing the personal, human touch that customers value? Join us in this session as we discuss: - The technology available today to boost customer engagement and satisfaction - Why personalisation is so important in the customer experience space - How to find a balance between the best technology and the human element - Conversational support

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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