Announcing our latest guide: ‘The New Economics of Customer Service’

Today, we’re excited to share Intercom’s latest guide – The New Economics of Customer Service. In this guide, we unpack how AI enables support teams to offer high-quality support at scale, in an efficient and cost-effective way.

⚡️ Ready to dive straight in and learn how AI broke the linear customer service growth model? Grab a copy →

Growth is a crucial component of any business, and the truth is that sustainable growth is impossible without customer service.

More customers inevitably means higher support volume. And without the resources to handle rising demand for support efficiently, those customers will be left with a poor experience, a bad taste – and a strong desire to take their business elsewhere.

“You can have speed, provide a great customer experience, or keep costs low – choose two”

But scaling customer service alongside business growth has traditionally been a tricky balance to strike. To meet rising demand, the only real option was to add more and more headcount to your support team, which was costly, time-consuming, and unsustainable. This has always been a catch-22 situation for businesses, leading to the all-too-common refrain: you can have speed, provide a great customer experience, or keep costs low – choose two.

AI has changed that; now, there’s another way.

The linear growth model has been broken, which means support leaders no longer have to grow their teams at pace to meet demand. Instead, they can use AI tools to manage increasing support volume quickly and without driving up costs, all while providing a great customer experience.

In other words, it’s now possible to unlock the trifecta of better, faster, and cheaper customer service.

What’s inside

Our new guide reveals how the changing economics of customer service are unlocking new ways for support teams to drive impact and bottom-line results, and offers practical strategies to get set up for success with AI-first customer service.

You’ll learn:

• How to quantify the ROI of AI-first customer service: Understand all the factors you need to consider in order to demonstrate AI’s real value and impact on your bottom line.
• The opportunity cost of not adopting AI: Discover the hidden costs of postponing AI-first customer service – from limited scalability to reduced competitiveness.
• The value-creating opportunities being unlocked for support teams: Explore the changing roles of support agents, and how AI is freeing up time for them to focus on more proactive, revenue-generating, and value-creating work.
• The impact AI is having on support teams, right now: Get real-world advice and strategies from other support leaders for getting started with AI, winning exec buy-in, and driving results.

The economics of customer service have been changed forever

By breaking the linear growth model, AI has created untapped potential for support teams to deliver value to both their customers and their business. At Intercom, we’re saving in the region of $1.75–2 million a year with AI, all while delivering a faster, more personalized support experience for our customers.

These are the new economics of customer service: turning a former cost center into a value driver, and using AI to fuel powerful customer experiences that lead to compounding long-term ROI.

Ready to learn how? Grab a copy of The New Economics of Customer Service here