January 11, 2024 12:46 PM
-
hello@intercom.com
One more gift to start 2024 the right way
Intercom discusses the role of AI in transforming customer service and shares resources for support teams.
Warning: This email is jam-packed with content to make sure your team is ready for 2024 Hi there, Last year was a hugely significant year for customer service, and 2024 is set to be even bigger. Here at Intercom, the past 12 months have only strengt
January 11, 2024 12:46 PM
-
hello@intercom.com
One more gift to start 2024 the right way
Intercom discusses the role of AI in transforming customer service and shares resources for support teams.
Warning: This email is jam-packed with content to make sure your team is ready for 2024 Hi there, Last year was a hugely significant year for customer service, and 2024 is set to be even bigger. Here at Intercom, the past 12 months have only strengt
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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">Warning: This email is jam-packed with content to make sure your team is ready for 2024</div><table width="100%" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td class="p0" style="padding:10px"><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" style="width:650px"><tbody><tr><td id="wrapper" class="mktoContainer" style="background:#ffffff; padding:0"><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="img1" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0"><div class="mktoImg" id="kdf929"><a href="#" target="_blank"><img alt="Welcome to the Intercom Newsletter, providing your fortnightly fix of trends, insights, and up-to-the-minute news from the world of customer service" src="https://go.intercom.com/rs/258-CLW-344/images/Welcome to the Intercom newsletter resize.png" width="650" class="mimg100" style="display:block"></a> </div></td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slkgsdg"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="CS-2" style="width:590px"><tbody><tr><td class="mpad mktoText" id="skgodkd" style="padding:14px 0 8px 0; font-size:16px; color:#000000; line-height:20px"><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial">Hi there, </div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial">Last year was a hugely significant year for customer service, and 2024 is set to be even bigger. Here at Intercom, the past 12 months have only strengthened our belief that AI will completely transform customer service. </div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial">That’s easy to say, but what does it actually mean for support teams on the ground? We’ve spent a lot of time this year talking to our customers, experts in the space, and our own Support team about what it will take to embrace the radical change we’re seeing across the support landscape. And that’s what most of our content across our newsletter, blog, podcast, and social media channels will be focused on in 2024. </div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br>To get the AI ball rolling for 2024, here are some of the top questions we encountered from support teams, and the resources we created to help those future-focused customer service teams adapt to an AI-first world. <br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br><strong>Question: How do I choose the perfect AI tool for my team? </strong><br><strong>Resource: <a href="#" target="_blank">AI bot buyer’s guide</a></strong> <br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial">Lots of customer service teams were quick to recognize the major role AI could play in their support offering. But in such uncharted territory, it was hard to know where to begin with the search for the key customer-facing element: the AI chatbot. To help break through the uncertainty, we put together a guide to nine things to consider when searching for the perfect AI partner for your team. <br><br><strong>Question: How do I get my team excited about the new opportunities AI is creating? </strong><br><strong>Resource: <a href="#" target="_blank">The exciting new roles AI is creating in customer support</a></strong> </div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br>You’re probably thinking: “Where do humans fit into this new world?” It was an uncertain year for anyone in an industry impacted by AI (so, everyone), but what’s clear is that humans aren’t going anywhere – we just have to find new, exciting ways to work with this powerful technology. In this guide, our VP of Customer Support, Declan Ivory, talks through five of the fascinating roles AI is creating within customer service, and some of the ways you can begin to build essential skill sets within your current team. </div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><strong>Question: How can I switch to a more modern support tool without disrupting my customers or my team? </strong><br><strong>Resource: <a href="#" target="_blank">Your step-by-step guide to adopting a new customer service platform</a></strong> <br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial">As AI becomes table stakes in customer service, more and more teams are wondering whether they can afford <em>not</em> to switch to an AI-powered support tool. If you’re considering a platform change, follow these steps to ensure a successful transition for your customers, team, and company. <br><br><strong>Question: How do I make sure my knowledge base is ready for an AI bot? </strong><br><strong>Resource: <a href="#" target="_blank">Get ready for AI bots by optimizing your knowledge base</a></strong> <br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial">If your help content is well-written, well-structured, and covers everything you want an AI bot to be able to answer, you’re more or less ready to go. Nevertheless, there are a couple of things you can do to ensure your content is optimized for AI support, both around creating new help content, and optimizing existing content – and we’ve identified the most important of them here. </div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><strong style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial">Question: How do I measure success in this new world?</strong> <br style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial"><strong style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial">Resource: <a href="#" target="_blank">How are customer service metrics changing in the age of AI?</a></strong> <br style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial"><br style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial"><span style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">In an AI-first world, support leaders need to think differently about metrics and KPIs to ensure the true impact of customer service is being measured in the right way. This guide explores all the metrics your support team already relies on, along with ways they can be updated and reframed to measure the success of the <span style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">“</span>Human+AI<span style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none">”</span> partnership.</span> <br><br>We believe 2024 will be an exciting year for customer service teams – but change can be daunting. We hope these resources will help your team to deal with new expectations, benchmarks, and technology in the best way possible. <br><br>If you have suggestions for new content or feedback on any of these resources, we’d love to hear from you – just hit reply and let us know! <br><br>Happy holidays, <br></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal"><div><div><div><div><div><div><div><br></div></div></div></div></div></div></div></div><div style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; text-decoration-style:initial; text-decoration-color:initial"><img src="https://go.intercom.com/rs/258-CLW-344/images/Niamh-signature.png" width="260" height="75"> </div></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="sep260393b0f-b386-4cc7-aa45-9513a030ff60" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0; background:#E5E5E5; line-height:20px"><img src="https://go.intercom.com/rs/258-CLW-344/images/upct-separator-none-bottom.png" width="650" height="20" alt="Intercom" style="width:650px; height:20px; display:block"> </td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slksdkh2bf1c2239-e2d3-429e-9341-831b4fa420a1"><tbody><tr><td style="background:#FFFFFF"><table width="540" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Cogkd" style="width:540px"><tbody><tr><td class="mpad mktoText headlines" id="kdjg56h2e2816530-c5d9-4161-906f-a766b0ebe356" style="font-size:32px; line-height:36px; text-align:center; padding:15px 0 15px 0; font-weight:bold; color:#000000"><div>What we've been up to <br></div></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="I-Lbe5f9d8c-1e14-45f7-8876-bcc621c5bd16" style="width:650px"><tbody><tr><td style="padding:16px 0 16px 0; background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Casdff" style="width:590px"><tbody><tr><td class="mpad pt30" style="padding:0 0 0 0"><table width="75" border="0" align="left" cellpadding="0" cellspacing="0" class="t100" style="width:75px; float:left"><tbody><tr><td class="pb15" style="text-align:center; font-size:14px; line-height:18px"><div class="mktoImg" id="kw56f99ic513e55d-8273-4d15-9049-3d445de51349"><a href="#" target="_blank"><img alt="Best of podcast" src="https://go.intercom.com/rs/258-CLW-344/images/Best of podcast 2023.png?version=0" width="75" style=""></a> </div></td></tr></tbody></table><table width="495" border="0" align="right" cellpadding="0" cellspacing="0" class="t100" style="width:495px; float:right"><tbody><tr><td class="heightauto"><table width="100%" border="0" align="left" cellpadding="0" cellspacing="0"><tbody><tr><td class="mktoText text-center" id="kdw9e9bcb7fe5f8-2d40-4b8d-b6fb-1e725493600e" style="font-size:24px; line-height:28px; padding-bottom:5px; font-weight:bold; color:#000000"><div><span style="color:#000000"><a href="#" target="_blank" style="text-decoration:none; color:#000000">2023 in review: Highlights from this year’s best conversations</a></span> </div></td></tr><tr><td class="mktoText" id="sasdg2edb6612818b-e75a-4f83-b6f9-1066618392b4" style="font-size:16px; line-height:18px"><div>It was a whirlwind year, and our conversations show just how dramatic the change has been. Here’s our end-of-year compilation featuring highlights from 12 months of great conversations on the Inside Intercom podcast. </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="I-Ld68ea83b-524b-4aed-9fde-108cbb0c677c" style="width:650px"><tbody><tr><td style="padding:16px 0 16px 0; background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Casdff" style="width:590px"><tbody><tr><td class="mpad pt30" style="padding:0 0 0 0"><table width="75" border="0" align="left" cellpadding="0" cellspacing="0" class="t100" style="width:75px; float:left"><tbody><tr><td class="pb15" style="text-align:center; font-size:14px; line-height:18px"><div class="mktoImg" id="kw56f99i699114d3-88ad-4e54-8d12-7ee3c2c58b21"><a href="#" target="_blank"><img alt="Fin in inbox" src="https://go.intercom.com/rs/258-CLW-344/images/Fin-in-Inbox-launch-hero-1800x840.jpg.optimal.jpg?version=0" width="75" style=""></a> </div></td></tr></tbody></table><table width="495" border="0" align="right" cellpadding="0" cellspacing="0" class="t100" style="width:495px; float:right"><tbody><tr><td class="heightauto"><table width="100%" border="0" align="left" cellpadding="0" cellspacing="0"><tbody><tr><td class="mktoText text-center" id="kdw9e9badf72326-7443-4cde-b221-0bff822b2a46" style="font-size:24px; line-height:28px; padding-bottom:5px; font-weight:bold; color:#000000"><div><span style="color:#000000"><a href="#" target="_blank" style="text-decoration:none; color:#000000">Fin is now in the inbox: Meet your support team’s new AI assistant</a></span> </div></td></tr><tr><td class="mktoText" id="sasdg2edbfc947d97-da38-4f29-bc0e-674ae88f1427" style="font-size:16px; line-height:18px"><div>Meeting rising customer expectations without modern technology is incredibly difficult and comes at a high price: your team’s time. We've introduced the power of Fin, our AI chatbot, to the inbox to allow your team to focus on delivering more value for your customers. </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="I-L36fac1f0-bea6-4d76-ae12-4dd308f53bc5" style="width:650px"><tbody><tr><td style="padding:16px 0 20px 0; background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Casdff" style="width:590px"><tbody><tr><td class="mpad pt30" style="padding:0 0 0 0"><table width="75" border="0" align="left" cellpadding="0" cellspacing="0" class="t100" style="width:75px; float:left"><tbody><tr><td class="pb15" style="text-align:center; font-size:14px; line-height:18px"><div class="mktoImg" id="kw56f99ia7275e41-a70c-4255-abbe-ed736121a4e1"><a href="#" target="_blank"><img alt="Intercom blog 2023" src="https://go.intercom.com/rs/258-CLW-344/images/2023 Blog roundup.jpeg?version=0" width="75" style=""></a> </div></td></tr></tbody></table><table width="495" border="0" align="right" cellpadding="0" cellspacing="0" class="t100" style="width:495px; float:right"><tbody><tr><td class="heightauto"><table width="100%" border="0" align="left" cellpadding="0" cellspacing="0"><tbody><tr><td class="mktoText text-center" id="kdw9e9b4580b3f4-80d9-4fb9-8679-595efe7e8ece" style="font-size:24px; line-height:28px; padding-bottom:5px; font-weight:bold; color:#000000"><div><span style="color:#000000"><a href="#" target="_blank" style="text-decoration:none; color:#000000">2023 on the Intercom blog</a></span> </div></td></tr><tr><td class="mktoText" id="sasdg2edb2ca82b37-4c4b-4a1e-b036-0c02987a0ed0" style="font-size:16px; line-height:18px"><div>2023 was one “WTF just happened” moment after another, and Intercom has been right at the forefront of the revolution. Here, the Intercom Content team selects their favourite pieces from the year everything changed. </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="sep250e06fa6-6896-49d1-bb54-7780e5875634" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0; background:#E5E5E5; line-height:20px"><img src="https://go.intercom.com/rs/258-CLW-344/images/upct-separator-none-bottom.png" width="650" height="20" alt="Intercom" style="width:650px; height:20px; display:block"> </td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="s2lk22qdk90cddb14-fc22-4857-b1c6-108e08726555"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Cqee6" style="width:590px"><tbody><tr><td class="mpad" style="padding:16px 0 0px 0"><table width="280" border="0" align="right" cellpadding="0" cellspacing="0" class="t100" style="width:280px; float:right"><tbody><tr><td class="pb15" style="text-align:center; font-size:14px; line-height:18px"><div class="mktoImg" id="kwg5re24h9a2e2b304-6709-4e2e-aef7-8ab32d1a73b2"><a href="#" target="_blank"><img alt="Response Time vol 20" src="https://go.intercom.com/rs/258-CLW-344/images/Response Time vol 20 carousel.jpg?version=0" width="280" class="mimg100" style="display:block"></a> </div></td></tr></tbody></table><table width="280" border="0" align="left" cellpadding="0" cellspacing="0" class="t100" style="width:280px; float:left"><tbody><tr><td height="200" class="heightauto" style="height:200px"><table width="100%" border="0" align="left" cellpadding="0" cellspacing="0"><tbody><tr><td class="mktoText headlines" id="k8e59e88fc12ed-b60c-4556-b45b-001638ee2b1d" style="font-size:24px; line-height:28px; padding-bottom:16px; font-weight:bold; color:#000000"><div><span style="color:#000000"><a href="#" target="_blank" style="text-decoration:none; color:#000000">Response Time: Vol. 20</a></span> </div></td></tr><tr><td class="mktoText" id="sa64qd070098ba-d96f-4ec6-8a90-9e01a29b3b76" style="padding-bottom:16px; font-size:16px; color:#000000; line-height:20px"><div><span style="font-size:16px"><span style="color:#000000; font-family:Arial; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial; float:none; display:inline!important">This just in: Vol. 20 of</span> <em><a href="#" target="_blank" style="text-decoration:none">Response Time</a></em>, the series in which we find out customer experience leaders' thoughts on support and more. </span> </div><div><br></div><div><span style="font-size:16px"><a href="#" target="_blank">Read on</a> to find out the best thing a customer has ever said to Javier Muñiz, Customer Success Lead at <a href="#" target="_blank" id="">Bookinglayer</a>.</span> </div></td></tr><tr><td class="mktoText" id="sasdde53c8bc9-a250-4330-a759-2b09f4338370"><div><br></div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="sep21d2231ac-4f5a-4edd-86fe-cf71ecd1eff4" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0; background:#E5E5E5; line-height:20px"><img src="https://go.intercom.com/rs/258-CLW-344/images/upct-separator-none-bottom.png" width="650" height="20" alt="Intercom" style="width:650px; height:20px; display:block"> </td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="img1a6da43ba-b03e-4f25-adc3-0ffca04118a7" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0"><div class="mktoImg" id="kdf9296fd2784c-f51b-4241-8c62-b4b889054396"><a href="#" target="_blank"><img alt="Bot buyer's guide" src="https://go.intercom.com/rs/258-CLW-344/images/The AI Bot Buyer’s Guide 00 (1).jpg?version=0" width="650" class="mimg100" style="display:block"></a> </div></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="sep283e24fbd-7c44-48b9-83d5-58e289756300" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0; background:#E5E5E5; line-height:20px"><img src="https://go.intercom.com/rs/258-CLW-344/images/upct-separator-none-bottom.png" width="650" height="20" alt="Intercom" style="width:650px; height:20px; display:block"> </td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slksdkh23b585039-10ac-4c18-aef3-2838953a2183"><tbody><tr><td style="background:#FFFFFF"><table width="540" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Cogkd" style="width:540px"><tbody><tr><td class="mpad mktoText headlines" id="kdjg56h2d5563f5b-7e8a-4384-ae3b-ba59e34ff6cc" style="font-size:32px; line-height:36px; text-align:center; padding:15px 0 8px 0; font-weight:bold; color:#000000"><div><span style="color:#000000; font-family:Arial; font-size:32px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:bold; letter-spacing:normal; orphans:2; text-align:center; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none"></span>Star-studded support <br></div></td></tr></tbody></table></td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slk22dk1edf6ab4-8086-4e34-92e6-de70794837df"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="CS-5" style="width:590px"><tbody><tr><td class="mpad" style="padding:16px 0 20px 0"><table width="280" border="0" align="left" cellpadding="0" cellspacing="0" class="t100" style="width:280px; float:left"><tbody><tr><td class="pb15" style="text-align:center; font-size:14px; line-height:18px"><div class="mktoImg" id="kwne99c3023513-9d2a-466f-b099-7f7056ed56b2"><a href="#" target="_blank"><img alt="Which celeb would be great at customer service" src="https://go.intercom.com/rs/258-CLW-344/images/Which celeb would be great at customer service.png?version=0" width="280" class="mimg100" style="display:block"></a> </div></td></tr></tbody></table><table width="280" border="0" align="right" cellpadding="0" cellspacing="0" class="t100" style="width:280px; float:right"><tbody><tr><td height="200" class="heightauto" style="height:200px"><table width="100%" border="0" align="left" cellpadding="0" cellspacing="0"><tbody><tr><td class="mktoText headlines" id="kdw9e930066b14-4ba7-4f83-bfa6-e3e372e6abc1" style="font-size:24px; line-height:28px; padding-bottom:16px; font-weight:bold; color:#000000"><div><span style="color:#000000"><a href="#" target="_blank" style="text-decoration:none; color:#000000">Which celebrity would be great at customer service?</a></span> </div></td></tr><tr><td class="mktoText" id="sasdg2edc3b3616d-8da0-430c-8355-e25fe934bd56" style="padding-bottom:16px; font-size:16px; color:#000000; line-height:20px"><div>At our recent user group in our London office, we asked some of our guests which celebrity they think would make a support superstar – and they did not disappoint. </div><div><br></div><div>Find out if your picks overlap with any of these icons. If not, share your top nominations with us on LinkedIn. </div></td></tr><tr class="t100"><td style="padding:0"><table border="0" cellspacing="0" cellpadding="0"><tbody><tr><td align="center" class="cta mktoText" id="skdogkesldb8080994-82bd-4595-bde9-76e08fbdda96" style="color:#ffffff; border:2px solid #0057ff; background-color:#0057ff; font-size:14px; text-align:center; padding:16px 32px 16px 32px; line-height:1; border-radius:50px; font-weight:bold"><div><span style="color:#ffffff"><a href="#" target="_blank" style="text-decoration:none; color:#ffffff">Join the conversation</a></span> </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="sep18a68851c-5166-4c22-803e-8476461b2e84" style="width:650px"><tbody><tr><td class="mimg100" style="padding:0; background:#E5E5E5; line-height:20px"><img src="https://go.intercom.com/rs/258-CLW-344/images/upct-separator-none-top.png" width="650" height="20" alt="Intercom" style="width:650px; height:20px; display:block"> </td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slksdkh2cc103f86-b1e4-4d0f-b910-645bfe3dfd56"><tbody><tr><td style="background:#FFFFFF"><table width="540" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Cogkd" style="width:540px"><tbody><tr><td class="mpad mktoText headlines" id="kdjg56h20408763b-0063-4c4d-8ffe-511473df6092" style="font-size:32px; line-height:36px; text-align:center; padding:15px 0 8px 0; font-weight:bold; color:#000000"><div><span style="color:#000000; font-family:Arial; font-size:32px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:bold; letter-spacing:normal; orphans:2; text-align:center; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial; display:inline!important; float:none"></span>What’s happening in customer service? <br></div></td></tr></tbody></table></td></tr></tbody></table><table width="100%" border="0" cellspacing="0" cellpadding="0" class="mktoModule" id="slkgsdg5cb47c59-de7f-4a4b-b9c0-f4654789b919"><tbody><tr><td style="background:#FFFFFF"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="CS-2" style="width:590px"><tbody><tr><td class="mpad mktoText" id="skgodkdb9bf963f-5911-4f8f-94bd-96458dbcc5a1" style="padding:0px 0 8px 0; font-size:16px; color:#000000; line-height:20px"><div><ul style="color:#000000; font-family:Arial; font-size:16px; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:justify; text-indent:0px; text-transform:none; widows:2; word-spacing:0px; white-space:normal; background-color:#ffffff; text-decoration-style:initial; text-decoration-color:initial"><li><a href="#" target="_blank" id="" style="color:#0057ff">Why confusing inertia with loyalty will eventually kill your business:</a><span> </span>Many companies take repeat business as a sign of customer loyalty. But it’s important to understand which customers are loyal, and which are staying with you because of inertia. -<span> </span><em>CustomerThink</em></li><li><a href="#" target="_blank" id="" style="color:#0057ff">And the winners of the 2023 awards for worst customer service are...:</a><span> </span>While some companies went above and beyond for their customers, others prioritized the bottom line. Here's the 2023 customer service naughty list. <em>- The Guardian </em></li><li><a href="#" target="_blank" id="" style="color:#0057ff">5 forces that will drive the adoption of generative AI:</a><span> </span>Aside from the obvious benefits to be gained from generative AI, there are other forces that will ensure business leaders continue to invest, experiment, and push forward with the technology. -<span> </span><em>HBR</em></li></ul></div></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="s1" style="width:650px"><tbody><tr><td class="plr15" style="padding:16px 0 16px 0; background:#F1F1F1; font-size:12px; line-height:16px"><table width="200" border="0" align="center" cellpadding="0" cellspacing="0" style="width:200px"><tbody><tr><td style="text-align:center"><div class="mktoImg" id="kwg5f9"><a href="#" target="_blank"><img alt="Intercom Twitter X" src="https://go.intercom.com/rs/258-CLW-344/images/x twitter logo.png?version=0" width="28" style=""></a> </div></td><td style="text-align:center"><div class="mktoImg" id="kw9"><a href="#"><img alt="Intercom LinkedIn" src="https://go.intercom.com/rs/258-CLW-344/images/intercom_linkedin.png" width="28" style=""></a> </div></td><td style="text-align:center"><div class="mktoImg" id="kw"><a href="#" target="_blank"><img alt="Intercom TikTok" src="https://go.intercom.com/rs/258-CLW-344/images/transparent-tiktok-logo-icon.png?version=0" width="28" style=""></a> </div></td><td style="text-align:center"><div class="mktoImg" id="kwdsdf"><a href="#"><img alt="Intercom Instagram" src="https://go.intercom.com/rs/258-CLW-344/images/intercom_instagram.png" width="28" style=""></a> </div></td></tr></tbody></table></td></tr></tbody></table><table width="650" border="0" align="center" cellpadding="0" cellspacing="0" class="t100 mktoModule" id="F-1" style="width:650px"><tbody><tr><td style="padding:16px 0 16px 0; text-align:center; background:#F1F1F1"><table width="590" border="0" align="center" cellpadding="0" cellspacing="0" class="t100" id="Casdsff" style="width:590px"><tbody><tr><td class="mktoText mpad" id="kdjwe9" style="font-size:12px; line-height:16px; text-align:center"><div>© 2024 • Intercom • [Company Address] <br><br>If you no longer wish to receive these emails you may <a href="#" rel="nofollow,noreferrer" style="color:#0057ff">Unsubscribe</a>. <br><br><a href="#" rel="nofollow,noreferrer" style="color:#0057ff">Privacy Policy</a> </div></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table><a href="#"></a><img src="https://em.intercom.com/trk?t=1&mid=MjU4LUNMVy0zNDQAAAGQmQhCFVbNTpGCiZoTRUsmJv0bI5mFcpFYrVFGhDMpRSHafnygPdUgVcd1jDvSkXB6fTgjBssvL_9JWPgCz7ndqahk4DdXBu5eONG1TZpY9hA62b4S_KzTvu9mwJn4SDmkhMIK3pG0BBeH0ZdUDDqP" width="1" height="1" alt="" style="display:none!important"> </body></html>
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