Welcome to the new Support Operations User Group!
Why did we set up this group? We know that Customer Support has been changed forever by the recent advances in AI. We often focus on the use of AI for customer interactions via Fin or to help in the Inbox, but there are many activities that support teams undertake that will be radically changed in an AI driven support world. Many of these activities broadly fall into what can be termed ‘Support Operations’. Some of this work includes capacity planning, workforce management, conversational analysis, quality assurance, KPI reporting, customer health monitoring, and measuring ‘customer experience’. It is clear that these activities are critical to the success day to day functioning of support teams.
In Customer Support at Intercom we experience all of the same challenges that you, our customers, experience and we’d love the opportunity to interact together to better understand the world of Support Operations in an AI driven world. We’d like to share things that we are doing to really embrace the opportunity that AI presents and to also hear from you about the innovative things that you are doing. We will run various events for this group to bring insights on Support Operations, and in particular share at a more detailed level some of the work that our own Support Operations team are undertaking.
This is a space for us to collaborate, innovate, and learn from each other. We welcome and encourage strong participation in the group, with healthy debate and discussion the norm.
To kick off the discussion, we would love to hear from you on the following:
- What activities do you include or think of when you hear the term ‘‘Support Operations’?
- How do you do ‘support operations’ today - is it a single person, part of someone’s time, a multi-person team or not even on your radar at this time?
- What challenges do you have in ‘Support Operations’ today?
I am really looking forward to this group becoming a vibrant community that is helping to shape ‘best practice’ for Support Operations.
Declan Ivory
VP Customer Support, Intercom
