February 29, 2024 11:45 AM
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content@intercom.com
Embracing change, the customer service way
Tips for support teams on adapting to AI and embracing a growth mindset, with updates on Intercom's new reporting features and other relevant resources.
Three tips to help your support team adapt to AI Hi there The impossible is now possible, or at least imaginable, with AI. That’s what we regularly tell the leaders of the customer service teams using Intercom. For example, last year at Inter
February 29, 2024 11:45 AM
-
content@intercom.com
Embracing change, the customer service way
Tips for support teams on adapting to AI and embracing a growth mindset, with updates on Intercom's new reporting features and other relevant resources.
Three tips to help your support team adapt to AI Hi there The impossible is now possible, or at least imaginable, with AI. That’s what we regularly tell the leaders of the customer service teams using Intercom. For example, last year at Inter
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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">Three tips to help your support team adapt to 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; 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">The impossible is now possible, or at least imaginable, with AI. That’s what we regularly tell the leaders of the customer service teams using Intercom.</p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">For example, last year at Intercom we were aiming for an 8% resolution rate for our chatbots, and thought that it was a solid goal. Now our new target is 40% – a fivefold increase in a year! </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">Before, we would scarcely have believed that was achievable. But with advances in AI, everything has fundamentally changed. And so it’s important for us as support leaders to embrace a growth mindset. Here’s how we’re embracing change on the Intercom Customer Support team.</p></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"><h2 style="font-size:17px; font-family:Ubuntu,Helvetica,Arial">1. Stay open to, and seek out, possibilities.</h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">AI is impacting and accelerating everything, of course. But customer service is at the cutting edge of change – after all, OpenAI CEO Sam Altman has pointed to customer service as an area that is likely to see imminent disruption. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">The pace of development means that it’s hard to predict what things will look like by the end of the year, never mind two years from now. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">For example, the idea that we could QA every conversation wasn’t possible before, but now we can do just that. To stay ahead, you have to be aware of how different things are and will continue to be. Stay open to and consistently seek out new possibilities. </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">2. Throw out your old assumptions and past learnings.</h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">One of our mantras over the past year has been to reconsider everything we thought we knew. We have to remind ourselves that, unless we’ve reviewed or discussed an area in the last 30-60 days, we need to go in with a blank slate. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">That’s how radically things have changed – throw away all of your past assumptions and past learnings, and start fresh.</p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">Maybe we’ll still come to the same conclusions that we did a year ago, but we can’t rely on that institutional or historical knowledge because we're in a different world now. </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">3. Help your team see the benefits of change.</h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">You’ll need your team on board too – it’s important to help them embrace change. Our advice? Talk directly to them about this big shift happening in support. Address any fears around AI and explain how these tools are not meant to replace them. Instead, help them see and experience the positives and possibilities of AI – how it helps them be more efficient, saves them time, and gives them more breathing room to take on more complex, meaningful work. </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"> </p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">At Intercom, we firmly believe that the future of customer service is humans + AI working together to make customer service better. What’s possible for you today that wasn’t possible a year ago? The answer should give you a hint at the positive change to come.</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 src="https://storage.googleapis.com/topol-io-team-2790/plugin-assets/6320/2790/Author-Signature-Images__700x300_Template-3.png" title="Ruth O'Brien and Bobby Stapleton, leaders of the Support team at Intercom" width="600" height="auto" style="border:0; 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: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="New Reporting Features" style="color:#0000EE"><img alt="New Reporting Features" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Reporting-Heroround.png" title="New Reporting Features" width="204" height="auto" style="border:0; 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">Product updates</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">Intercom’s new and improved reporting features</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">Our new reporting features allow you to get clear, actionable insights into the performance of your entire support organization.</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 – Economics of customer service" style="color:#0000EE"><img alt="Podcast – Economics of customer service" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/EconomicsCSround.png" title="Podcast – Economics of customer service" width="204" height="auto" style="border:0; 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">The changing economics of customer service in the age of AI </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 podcast, our VP of Customer Support discusses how AI is transforming the economics of providing customer service.</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. 22 Agnieszka Popławska" style="color:#0000EE"><img alt="Response Time Vol. 22 Agnieszka Popławska" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Responsetimeround.png" title="Response Time Vol. 22 Agnieszka Popławska" width="204" height="auto" style="border:0; 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. 22</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">Agnieszka Popławska, Customer Success Team Lead at Calamari, tells us which Superman would excel in support.</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="Atomic Habits" style="color:#0000EE"><img alt="Atomic Habits" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/20240228AtomicHabits.png" title="Atomic Habits" width="204" height="auto" style="border:0; 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">Quantum productivity </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">Atomic habits for customer service</span></span></a></span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:3px 15px 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">James Clear popularized the power of small, daily habits. Discover habits that support teams can adopt to increase their impact.</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"><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; 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: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: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">If you’re not hyper-focused on customer care, you’re setting your org up to fail: </a><a href="#" target="_blank" rel="noopener" style="color:#0000EE; display:inline"><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none; display:inline">Sprout Social CMO Scott Morris makes an impassioned case for why marketers need to become customer-centric.</p></a></li><li style="font-size:16px; color:#000000; font-weight:normal; text-transform:none; font-family:'PT Serif',Georgia,serif"><span style="font-family:'PT Serif',Georgia,serif"><a href="#" style="color:#0000EE">Will the EU disrupt AI-powered customer support?:</a><a href="#" target="_blank" rel="noopener" style="color:#0000EE"> </a>MarTech’s Kim Davis reflects on a prediction from a new Gartner report that the EU will mandate “the right to talk to a human” in support interactions. </span></li><li style="font-size:16px; color:#000000; font-weight:normal; text-transform:none; font-family:'PT Serif',Georgia,serif"><span style="font-family:'PT Serif',Georgia,serif"><a href="#" target="_blank" rel="noopener" style="color:#0000EE">When pain becomes gain – Strategic customer service pivots: </a>Over on Forbes, contact center executive Logan Rush breaks down the common customer pain points, with suggestions for how to resolve them.</span></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="https://www.intercom.com/campaign/customer-service-trends-2024?utm_source=ii-newsletter&utm_medium=email&utm_campaign=20240110_nb_wc_all_global_gl_all_all_all_cst24_customerservicetrendsreport2024" src="https://storage.googleapis.com/topol-io-team-2790/plugin-assets/6320/2790/CS-Trens-CTA-Newsletter.jpg" title="Download Intercom's Customer Service Trends Report 2024" width="600" height="auto" style="border:0; 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