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Does Your Support Team Know More About Your Product Than You Do?
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Sabrina Gordon Customer Support Lead @sabrinargordon
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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
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People Aug 2011 Jan 2012 Jan 2013 Jan 2014 Jan 2015 Jan 2016 N ow 36
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You Support
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Rest of Company Customer Support Team
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H E R E I S A R E P LY
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Survey Unsolicited workflow driven open conversation open scope blindspots context free closed conversation scoped known knowns
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B B R P R P B P P B R R B P
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The Intercom messenger isn’t appearing I can help!
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?
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B B R P R P B P P B R R B P
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B B R P R P B P P B R R B P
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Unaware P P P P P
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Bug Report
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Feature Request
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Earth M ars Jupiter Saturn Venus M ercury Uranus N eptune
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Product gets better because of CS
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Product team gets better because of CS
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Thanks Sabrina Gordon @sabrinargordon from @intercom sabrina@intercom.io