Strategies for Unified Customer Engagement: Customer Support Perspective

Presented by

Alex Clemente, Managing Director, Harvard Business Review Analytics Services | Declan Ivory, Intercom | Ali Biggs, Intercom

About this talk

How important is unified customer engagement across sales, marketing, and support? Very, according to the team at Harvard Business Analytic Services, who surveyed enterprise executives and department leaders to learn the challenges faced by organizations when it comes to customer experience. And we’re sharing the results with you. Join Alex Clemente, Managing Director at Harvard Business Review Analytic Services, Declan Ivory, VP of Customer Support at Intercom, and Ali Biggs, Senior Product Marketing Director at Intercom, as they discuss the results and what those findings mean for customer support leaders and teams. You’ll discover: - The key reasons why organizations find unified customer engagement challenging - The role customer support leaders can play in unifying customer engagement - The strategies that can be implemented for modern customer engagement

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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