What is Support Ops? Intercom's take below

Anthony L · 2024-03-29T21:59:41+00:00

Hi everyone 👋My name is Anthony and I lead our Support Ops team here at Intercom, based in Chicago. I joined Intercom ~2.5 years ago when we were a 3-person ops team with a limited scope, but a lot has changed since then! Reflecting on these last few years got me thinking about our VP of Support Declan Ivory’s question in his first post: what even is support ops?! What’s our purpose?You may not be surprised to hear that this answer differs slightly from team to team, but, the quick TLDR here at Intercom: Support Ops is here to make it easy to help customers and provide a remarkable experience to each one.We’re organized in three groups: Planning (program management, capacity/hc planning), Delivery (WFM, Systems, Analytics), and Optimization (QA, Enablement, Process Management). I added some extra detail in a Google Slide below for anyone curious! We aim to be more consultative than the standard ops team and treat our key stakeholders as VIP customers. Our key internal customers are really the Human Support team and our Automated & Proactive Support team, who are here to serve Intercom’s customers! This slide sums it up pretty nicely for anyone who wants a little more detail: Over the last few months I’ve had a chance to meet with a number of Intercom users and support leaders, and a number of them have asked a great question: how does Intercom’s own CS team deliver great support? I’ll be working with the Ops team to start documenting + sharing the various ways we use Intercom to provide fantastic experiences, and how our different areas work with the rest of support, but I have an ask: can you let us know which topics interest you? Whether it’s how we set up our workspace, use different tools in lockstep with Intercom, or anything in between, I want to make sure this content is valuable! Thanks and can’t wait to hear from ya! -Anthony

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