Link
Embed
Share
Beginning
This slide
Copy link URL
Copy link URL
Copy iframe embed code
Copy iframe embed code
Copy javascript embed code
Copy javascript embed code
Share
Tweet
Share
Tweet
Slide 1
Slide 1 text
Does Your Support Team Know More About Your Product Than You Do?
Slide 2
Slide 2 text
Sabrina Gordon Customer Support Lead @sabrinargordon
Slide 3
Slide 3 text
No content
Slide 4
Slide 4 text
No content
Slide 5
Slide 5 text
No content
Slide 6
Slide 6 text
No content
Slide 7
Slide 7 text
No content
Slide 8
Slide 8 text
No content
Slide 9
Slide 9 text
No content
Slide 10
Slide 10 text
No content
Slide 11
Slide 11 text
No content
Slide 12
Slide 12 text
Conversations 2012-06 2012-09 2012-12 2013-03 2013-06 2013-09 2013-12 2014-03 2014-06 2014-09 2014-12 2015-03 2015-06 2015-09 2015-12 2016-03 15,000
Slide 13
Slide 13 text
People Aug 2011 Jan 2012 Jan 2013 Jan 2014 Jan 2015 Jan 2016 N ow 36
Slide 14
Slide 14 text
No content
Slide 15
Slide 15 text
You Support
Slide 16
Slide 16 text
Rest of Company Customer Support Team
Slide 17
Slide 17 text
H E R E I S A R E P LY
Slide 18
Slide 18 text
No content
Slide 19
Slide 19 text
No content
Slide 20
Slide 20 text
No content
Slide 21
Slide 21 text
No content
Slide 22
Slide 22 text
Survey Unsolicited workflow driven open conversation open scope blindspots context free closed conversation scoped known knowns
Slide 23
Slide 23 text
No content
Slide 24
Slide 24 text
No content
Slide 25
Slide 25 text
No content
Slide 26
Slide 26 text
No content
Slide 27
Slide 27 text
No content
Slide 28
Slide 28 text
No content
Slide 29
Slide 29 text
B B R P R P B P P B R R B P
Slide 30
Slide 30 text
No content
Slide 31
Slide 31 text
The Intercom messenger isn’t appearing I can help!
Slide 32
Slide 32 text
?
Slide 33
Slide 33 text
No content
Slide 34
Slide 34 text
No content
Slide 35
Slide 35 text
No content
Slide 36
Slide 36 text
B B R P R P B P P B R R B P
Slide 37
Slide 37 text
B B R P R P B P P B R R B P
Slide 38
Slide 38 text
Unaware P P P P P
Slide 39
Slide 39 text
No content
Slide 40
Slide 40 text
Bug Report
Slide 41
Slide 41 text
No content
Slide 42
Slide 42 text
Feature Request
Slide 43
Slide 43 text
No content
Slide 44
Slide 44 text
No content
Slide 45
Slide 45 text
Earth M ars Jupiter Saturn Venus M ercury Uranus N eptune
Slide 46
Slide 46 text
Product gets better because of CS
Slide 47
Slide 47 text
Product team gets better because of CS
Slide 48
Slide 48 text
No content
Slide 49
Slide 49 text
No content
Slide 50
Slide 50 text
Thanks Sabrina Gordon @sabrinargordon from @intercom
[email protected]