February 14, 2024 11:45 AM
-
content@intercom.com
Want to keep your customers? AI can help
Intercom promotes AI-driven customer support through insights from their Customer Service Trends Report 2024.
Customer expectations are up and retention is harder than ever. Where does AI come into all this? Hi there, If you’re still the person thinking, “I’ll just wait and see how all of this AI stuff plays out,” it’s time to reconsider. According to ou
February 14, 2024 11:45 AM
-
content@intercom.com
Want to keep your customers? AI can help
Intercom promotes AI-driven customer support through insights from their Customer Service Trends Report 2024.
Customer expectations are up and retention is harder than ever. Where does AI come into all this? Hi there, If you’re still the person thinking, “I’ll just wait and see how all of this AI stuff plays out,” it’s time to reconsider. According to ou
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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">Customer expectations are up and retention is harder than ever. Where does AI come into all this? </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-2790/plugin-assets/6320/2790/Hero1_600x300__NewsletterTemplate.png" 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"><span style="font-family:'PT Serif',Georgia,serif">If you’re still the person thinking, “I’ll just wait and see how all of this AI stuff plays out,” it’s time to reconsider.</span></p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br><span style="font-family:'PT Serif',Georgia,serif">According to our <em><a href="#" target="_blank" rel="noopener" style="color:#0000EE">Customer Service Trends Report 2024</a>,</em> 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI. </span></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"><span style="font-family:'PT Serif',Georgia,serif">If you’re not ready to adopt AI just yet, there’s a good chance your competitors are – and that means customers are already experiencing a new style of support.</span></p></div></td></tr><tr><td align="center" style="font-size:0px; padding:20px 20px 20px 20px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:separate; line-height:100%"><tbody><tr><td align="center" bgcolor="#000000" role="presentation" valign="middle" style="border:none; border-radius:8px; font-style:normal; background:#000000"><a href="#" target="_blank" style="display:inline-block; background:#000000; color:#ffffff; font-family:PT Serif,Georgia,serif; font-size:16px; font-style:normal; font-weight:bold; line-height:100%; margin:0; text-decoration:none; text-transform:capitalize; padding:10px 20px 10px 20px; border-radius:8px"><span>Download the report</span> </a></td></tr></tbody></table></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"><span style="font-family:'PT Serif',Georgia,serif">As our Director of Customer Support Operations, Anthony Lopez, put it: </span></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"><span style="font-family:'PT Serif',Georgia,serif"><em>“</em></span><span style="font-family:'PT Serif',Georgia,serif"><em>If for the last 10 months, you’ve been getting responses in less than 30 seconds and you see a company that’s not doing that, then you’re going to have a miscalibration with your expectations.” </em></span></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"><span style="font-family:'PT Serif',Georgia,serif">So, the question is: do you want to be the company making your customers relive the old days of support, or the company delighting them with a futuristic support experience? </span></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"><span style="font-family:'PT Serif',Georgia,serif">68% of C-level support execs believe it’s harder to retain customers than it was a year ago, and 43% of support teams think that’s because of increased customer expectations. With retention so closely linked to a stellar customer experience, we’re aiming to not just meet customer expectations, but exceed them with the help of AI.</span></p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br><span style="font-family:'PT Serif',Georgia,serif">Over the last year, we’ve had so many conversations about what we want our support offering to look like: how we’ll measure success, how we want our customers to feel, how our teammates can maximize their skills. We’ve come a long way, and we still have so much to learn – but here are some of the areas we’re improving with a human+AI support strategy.</span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 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"><span style="font-family:'PT Serif',Georgia,serif">Speed of response </span></h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="font-family:'PT Serif',Georgia,serif">77% of support teams believe AI will accelerate customers’ expectations of fast response times. And it should – AI shines when it comes to speedy responses, answering common queries almost instantly. For more complex issues, AI can clarify the problem, triage the query, and set expectations. If your team’s first response time is higher than you’d like, AI and automation can help. </span></p><h2 style="font-size:17px; font-family:Ubuntu,Helvetica,Arial"><br><span style="font-family:'PT Serif',Georgia,serif">Speed of resolution</span></h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="font-family:'PT Serif',Georgia,serif">Time to resolution is a common metric for support teams. But is keeping this number low always the ideal outcome? Combining the power of humans and AI means our simple questions are solved near-instantly, while humans can apply their problem-solving and troubleshooting skills to more complex, difficult issues.</span></p><h2 style="font-size:17px; font-family:Ubuntu,Helvetica,Arial"><br><span style="font-family:'PT Serif',Georgia,serif">Availability</span></h2><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><span style="font-family:'PT Serif',Georgia,serif">No business can offer 24/7 support to all regions without significant cost. Using AI to offer answers, or set expectations, and triage at any hour ensures our customers will always have somewhere to go with their problems. As our boss and VP of Customer Support, Declan Ivory, said on a <a href="#" target="_blank" rel="noopener" style="color:#0000EE">recent podcast</a>: </span></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"><em><span style="font-family:'PT Serif',Georgia,serif">“With the advent of generative AI, ChatGPT … [people are] using tools that are based on these technologies day in, day out. Their whole expectation level has changed, the bar has been raised forever. People do expect instant engagement. They do expect high quality responses out of this type of technology. They do expect it to be available 24/7.”</span></em></p><p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none"><br><span style="font-family:'PT Serif',Georgia,serif">You’ll find more industry insights and actionable advice in Intercom’s<em> <a href="#" target="_blank" rel="noopener" style="color:#0000EE">Customer Service Trends Report 2024</a></em>. Find out what your peers in the industry are working on, thinking about, and preparing for over the coming year. </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: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-40 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 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:240px"><a href="#" target="_blank" title="Implementing an AI-driven customer service strategy" style="color:#0000EE"><img alt="Implementing an AI-driven customer service strategy" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Declan-Ivory-CS-Lessons-1800x840.jpg" title="Implementing an AI-driven customer service strategy" width="240" 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><div class="mj-column-per-60 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 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(0,87,255); font-family:'PT Serif',Georgia,serif">Customer service insights</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; text-align:left"><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; font-size:20px">Implementing an AI-driven customer service strategy</span></a></span></p></div></td></tr><tr><td align="left" style="font-size:0px; padding:3px 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">Our VP of Customer Support shares what he's learned from using AI to help our CS team deliver world-class 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-42 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:12px 12px 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:240px"><a href="#" target="_blank" title="Response Time Vol. 21 Kelsey VanSleen" style="color:#0000EE"><img alt="Response Time Vol. 21 Kelsey VanSleen" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Response-Time_Blog-Hero_Kelsey-VanSleen.jpg" title="Response Time Vol. 21 Kelsey VanSleen" width="240" 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><div class="mj-column-per-58 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">Response Time Vol. 21</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"><span style="font-family:'PT Serif',Georgia,serif">Find out how Kelsey VanSleen, Customer Success & Implementation Specialist at Billy, would describe her job to an alien.</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: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-email-CTA-1.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: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’s 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">The essential recipe for implementing user research in your organization: <p style="font-size:16px; font-family:Georgia,sans-serif; color:#000000; font-weight:normal; text-transform:none">Factor in these considerations and steps to ensure a successful user research project, initiative or engagement. – <em>CustomerThink</em></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">Deeper connections are the currency of the future:</a><a href="#" target="_blank" rel="noopener" style="color:#0000EE"> </a>To keep up with Gen Z, companies will need to stay in tune with what they want. (Spoiler: one of those things is high-quality self-serve support.) – <em>AdWeek</em></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">3 steps to master customer service in 2024: </a>According to Gartner, 80% of organizations expect to compete mainly based on CX. With that in mind, here's a winning formula to stay ahead of the curve. – <em>Forbes</em></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; 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; 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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; 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