March 20, 2024 10:46 AM
-
content@intercom.com
Beyond the Frankenstack: Time to tame your support tools
Intercom discusses the benefits of AI-powered customer service platforms over traditional fragmented tech stacks and promotes its AI activities.
The horror of sprawling CS tech stacks is coming to an end with AI. Hi there Over the past few years, it’s fair to say that customer service tech stacks have become a sprawling mess. Managing the collection of software solutions used to deliver supp
March 20, 2024 10:46 AM
-
content@intercom.com
Beyond the Frankenstack: Time to tame your support tools
Intercom discusses the benefits of AI-powered customer service platforms over traditional fragmented tech stacks and promotes its AI activities.
The horror of sprawling CS tech stacks is coming to an end with AI. Hi there Over the past few years, it’s fair to say that customer service tech stacks have become a sprawling mess. Managing the collection of software solutions used to deliver supp
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</style><div id="emailPreHeader" style="visibility:hidden; opacity:0; color:transparent; line-height:0; font-size:0px; overflow:hidden; border-width:0; display:none!important">The horror of sprawling CS tech stacks is coming to an end with AI.</div><div style="background-color:#FFFFFF"><div style="background:#FFFFFF; background-color:#FFFFFF; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#FFFFFF; background-color:#FFFFFF; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 0px 0px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:600px"><a href="#" target="_blank" title="Welcome to The Ticket: delivering key insights for customer service leaders" style="color:#0000EE"><img alt="Welcome to The Ticket: delivering key insights for customer service leaders" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/The-Ticket-header-Topol.jpg" title="Welcome to The Ticket: delivering key insights for customer service leaders" width="600" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:9px 0px 9px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:15px 15px 15px 15px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h1 style="font-family:'Cabin',sans-serif; font-size:22px"><span style="font-size:20px"><span style="font-family:'PT Serif',Georgia,serif">Hi there</span> </span></h1></div></td></tr><tr><td align="left" style="font-size:0px; padding:0px 10px 10px 15px; word-break:break-word"><div style="font-family:Georgia,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">Over the past few years, it’s fair to say that customer service tech stacks have become a sprawling mess. Managing the collection of software solutions used to deliver support to customers has become unwieldy, to say the least – lots of tools to do lots of distinct support-related tasks, and lots of headaches integrating them into a coherent whole. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>The dreaded “Frankenstack,” as we describe it, has always felt clunky and inefficient, let’s be honest. Through nobody’s fault, it was always easier to adopt specific tools for niche jobs. And those inefficiencies really add up over time – they slow teams down and add unnecessary complexity. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>Our recent <em><a href="#" target="_blank" rel="noopener" style="color:#0000EE">Customer Service Trends Report 2024</a></em> highlighted the scale of the problem for customer service professionals – only 18% of them believe their current tech stacks are able to fully meet their needs all of the time. 18%!</p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><h2 style="font-size:17px; font-family:Ubuntu,Helvetica,Arial">Appetite for change</h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">So it’s really no surprise that we’re seeing such a huge appetite to move away from the era of bolted-together tools and instead build the experience around a consolidated, AI-powered customer service platform. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>At first, everyone looked at ChatGPT and thought “That would make a great customer service AI chatbot!” And they were right – our industry-leading AI chatbot Fin is the proof of that, as you can see from all the <a href="#" target="_blank" rel="noopener" style="color:#0000EE">glowing testimonials here</a>.</p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>But the potential of AI to improve customer service goes much deeper than that – it transforms how you manage your knowledge, how you monitor conversation quality, how you train your support agents, how you analyze data and act on insights, and so on. We’re only beginning to imagine all the ways this is going to revolutionize the space. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>However, all of these benefits can only be achieved with an integrated support tool with AI embedded into the architecture of that platform.</p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><h2 style="font-size:17px; font-family:Ubuntu,Helvetica,Arial">Farewell to the Frankenstack</h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">Now, it’s easy to hear all this and think “Well that’s great, it’s going to make CS teams’ lives easier,” but we believe the greatest impact is actually going to be felt by your customers. Their problems will get resolved faster than ever, and they will be able to enjoy much more contextual and personalized experiences with every interaction. So many of the frustrations people currently experience seeking support will disappear in a world of consolidated AI-powered support platforms. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>Fairly soon, we’ll be looking back at the era of multiple tools bolted together with horror – the Frankenstack is going to send shudders down our spine, remembering the clunky workflows, the data and security concerns, and the endless integration issues. We can’t say we’re going to miss it, that’s for sure. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>In the coming months, we’re going to see more and more companies “add AI tools and features.” But it will quickly become obvious which companies did this as an afterthought, are just ticking off a marketing checkbox, and/or are hastily adding or acquiring AI features that don’t actually work well together. They’ll try to claim that their product will serve as a complete, consolidated platform, but in reality they will fall short. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br>(<em>PS from Bobby:</em> I read <em>Frankenstein</em> last October and was struck by this incredible quote: “Nothing is so painful to the human mind as a great and sudden change. The sun might shine, or the clouds might lower, but nothing could appear to me as it had done the day before.”)</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 0px 0px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:15px 15px 15px 15px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">Happy reading,</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:600px"><img alt="Ruth O'Brien and Bobby Stapleton, leaders of the Support team at Intercom" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ruth-OBrien-and-Bobby-Stapleton.png" title="Ruth O'Brien and Bobby Stapleton, leaders of the Support team at Intercom" width="600" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:1px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 10px; padding-top:10px; word-break:break-word"><p style="font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:10px 10px 10px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="font-size:24px; font-family:'PT Serif',Georgia,serif">What we’ve been up to</span></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-36 mj-outlook-group-fix rounded" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="border-collapse:separate"><tbody><tr><td style="background-color:transparent; border-radius:20px; vertical-align:top; padding:12px 12px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:204px"><a href="#" target="_blank" title="30-60-90 Day Plan to Adopt AI for CS" style="color:#0000EE"><img alt="30-60-90 Day Plan to Adopt AI for CS" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/30-60-90-Days.jpg" title="30-60-90 Day Plan to Adopt AI for CS" width="204" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-64 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:5px 10px 5px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="color:rgb(0,87,255); font-family:'PT Serif',Georgia,serif">Adopting AI</span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="font-family:PT Serif,Georgia,serif"><span style="font-size:20px">Your first 30-60-90 days using AI for customer service</span></span></a></span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:3px 10px 15px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">AI is not going away. It’s not a fad. You’ve got to have a plan. This 30-60-90 day framework will help you make the most of AI right away.</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-36 mj-outlook-group-fix rounded" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="border-collapse:separate"><tbody><tr><td style="border-radius:20px; vertical-align:top; padding:12px 12px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:204px"><a href="#" target="_blank" title="Podcast – Customer Service tech stacks" style="color:#0000EE"><img alt="Podcast – Customer Service tech stacks" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ticket-Pod.jpg" title="Podcast – Customer Service tech stacks" width="204" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-64 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:5px 10px 5px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="color:rgb(0,87,255); font-family:'PT Serif',Georgia,serif">The Ticket podcast</span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="font-family:PT Serif,Georgia,serif"><span style="font-size:20px">How AI is transforming customer service tech stacks </span></span></a></span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:3px 10px 15px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">In this episode, Declan Ivory, our VP of Customer Support, describes the advantages of using a consolidated CS platform over a mishmash of tools.</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-36 mj-outlook-group-fix rounded" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="border-collapse:separate"><tbody><tr><td style="border-radius:20px; vertical-align:top; padding:12px 12px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:204px"><a href="#" target="_blank" title="Response Time Vol. 23 Crystal Stephens" style="color:#0000EE"><img alt="Response Time Vol. 23 Crystal Stephens" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Response-Time-23-Crop.jpg" title="Response Time Vol. 23 Crystal Stephens" width="204" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-64 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:5px 10px 5px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="color:rgb(0,87,255); font-family:'PT Serif',Georgia,serif">Question time</span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="font-family:PT Serif,Georgia,serif"><span style="font-size:20px">Response Time Vol. 23</span></span></a></span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:3px 10px 15px 10px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">We ask Crystal Stephens, Head of Customer Experience at Atlas, about the best thing a customer has ever said to them, which celebrity would be great at their job, and more.</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:1px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 10px; padding-top:10px; word-break:break-word"><p style="font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:600px"><a href="#" target="_blank" title="Intercom on Product newsletter signup" style="color:#0000EE"><img alt="Intercom on Product newsletter signup" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Intercom-on-Product-Newsletter-CTA.jpg" title="Intercom on Product newsletter signup" width="600" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 10px; padding-top:10px; word-break:break-word"><p style="font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 0px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 15px 5px 15px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="font-size:24px; font-family:'PT Serif',Georgia,serif">What else is happening in customer service?</span></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 0px 0px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 15px 0px 15px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><ul style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><li style="font-size:16px; color:#000000; font-weight:normal; text-transform:none; font-family:'PT Serif',Georgia,serif"><a href="#" target="_blank" rel="noopener" style="color:#0000EE">Generative AI on its own will not improve the customer experience</a>: Vala Afshar from Salesforce argues that simply layering generative AI on a broken support process will not provide a magical Band-Aid. </li><li style="font-size:16px; color:#000000; font-weight:normal; text-transform:none; font-family:'PT Serif',Georgia,serif"><a href="#" target="_blank" rel="noopener" style="color:#0000EE">Trends driving strategic shifts in customer support strategies</a>: Sagar Rajgopal of outsourcing provider Ubiquity suggests the AI disruption will lead to an increased demand for outsourcing key functions.</li><li style="font-size:16px; color:#000000; font-weight:normal; text-transform:none; font-family:'PT Serif',Georgia,serif"><a href="#" target="_blank" rel="noopener" style="color:#0000EE">The Forrester Wave – Customer service solutions key learnings</a>: Forrester analyst Kate Leggett gives a rundown of their latest review of customer support solution providers.</li></ul></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 10px; padding-top:10px; word-break:break-word"><p style="font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:600px"><a href="#" target="_blank" title="Download Intercom's Customer Service Trends Report 2024" style="color:#0000EE"><img alt="Download Intercom's Customer Service Trends Report 2024" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/CSTrends2024-CTA.jpg" title="Download Intercom's Customer Service Trends Report 2024" width="600" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 10px; padding-top:10px; word-break:break-word"><p style="font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 0px 10px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 10px 10px 10px; word-break:break-word"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; display:inline-table"><tbody><tr><td style="padding:4px; vertical-align:middle"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:transparent; border-radius:3px; width:35px"><tbody><tr><td style="font-size:0; height:35px; vertical-align:middle; width:35px"><a href="#" target="_blank" style="color:#0000EE"><img alt="X" height="35" src="https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/social-icos/outlined/x.png" width="35" style="border-radius:3px; display:block"> </a></td></tr></tbody></table></td></tr></tbody></table><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; display:inline-table"><tbody><tr><td style="padding:4px; vertical-align:middle"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:transparent; border-radius:3px; width:35px"><tbody><tr><td style="font-size:0; height:35px; vertical-align:middle; width:35px"><a href="#" target="_blank" style="color:#0000EE"><img alt="LinkedIn" height="35" src="https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/social-icos/outlined/linkedin.png" width="35" style="border-radius:3px; display:block"> </a></td></tr></tbody></table></td></tr></tbody></table><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; display:inline-table"><tbody><tr><td style="padding:4px; vertical-align:middle"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:transparent; border-radius:3px; width:35px"><tbody><tr><td style="font-size:0; height:35px; vertical-align:middle; width:35px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Youtube" height="35" src="https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/social-icos/outlined/youtube.png" width="35" style="border-radius:3px; display:block"> </a></td></tr></tbody></table></td></tr></tbody></table><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; display:inline-table"><tbody><tr><td style="padding:4px; vertical-align:middle"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:transparent; border-radius:3px; width:35px"><tbody><tr><td style="font-size:0; height:35px; vertical-align:middle; width:35px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Intercom podcast Spotify" height="35" src="https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/social-icos/outlined/spotify.png" width="35" style="border-radius:3px; display:block"> </a></td></tr></tbody></table></td></tr></tbody></table><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; display:inline-table"><tbody><tr><td style="padding:4px; vertical-align:middle"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:transparent; 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