Why conversational support is now a Must-Have

Presented by

Jasmine Jaume, Intercom | Ryan Steinberg, Intercom | Kate Leggett, Forrester

About this talk

Forrester Consulting recently surveyed global support leaders to see how customer support is changing. They found that personalized, messenger-based support is no longer the future—it’s the current expectation.* Join Jasmine Jaume, Director of Product Marketing at Intercom, as she discusses the findings with guest speaker Kate Leggett, VP Principal Analyst at Forrester, and Ryan Steinberg, Head of Support Operations at Intercom. You’ll discover: - Why messenger-based support is here to stay - How support teams are failing to meet expectations - What is helping companies move to conversational support *Drive Conversational Experiences For A Future-Ready Customer Support Strategy, a commissioned study conducted by Forrester Consulting on behalf of Intercom, April 2021

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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