Latest posts by Kaitlin Pettersen
Support leaders are often asked to make tough tradeoffs between customer experience and efficiency. But if you want support to positively impact revenue, you need to invest in both.
Customer Service 6 min read
Today’s customers won’t settle for a “good enough” support experience. That’s why we’re investing in a more personal and more efficient approach – with conversational support.
Customer Service 32 min listen
In this episode of Inside Intercom, we sat down with Intercom’s Head of Global Support Operations Ryan Steinberg to discuss automation and the future of support.
Customer Service 7 min read
As we make our customer support fully remote, we are rethinking how we use our workflows, automation tools, and day-to-day rituals to protect team dynamics and productivity.
Customer Service 27 min listen
Slack’s Director of Customer Experience Products talks about the concept of ‘radical convenience’ and how they manage the customer experience.
Customer Service 30 min listen
In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has.
Customer Service 33 min listen
Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back…
Customer Service 8 min read
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time…
