How Dialpad & Intercom Built Personalized Support at Scale

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Presented by

Franka Martinovic, Customer Support, Intercom | Dulce Ramirez, Director, Customer Support, Dialpad

About this talk

Today’s top support teams share the same north star: providing fast, personalized support to their customers—at scale. Which is exactly what Dialpad does, every day. Discover the magic behind Dialpad’s high-performance support, including: - Best practices for seamlessly connecting voice and chat support - Using video and audio calls to provide personalized support on demand - Putting AI-powered data to work to continuously boost customer experience

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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