The Importance of Understanding Customer Context

It is essential for support organizations to understand the context of their business, how value is perceived in their business, and how they can continue to build the value proposition for customer support.
Declan Ivory is the Vice President of Customer Support at Intercom, where he is passionate about building and developing high-performing teams. He has had the opportunity to do this at companies such as Google, Tableau, and AWS. In this episode, Declan talks about how we can digitally transform customer support and enable humans to do their best work.
Join us as we discuss:
How customer support professionals can walk into a stressful work environment and still maintain their sense of humor and evenness
How Intercom simplifies its features to have the proper engagement with its customers at whatever point they are at in their customer journey
Success metrics that you should use to run your organization, and some that you would shy away from?
Positioning support as a value driver, as opposed to a cost center.