CultureAmp's Transition to Using Intercom for Customer Support - Interview with Jared Ellis

In this conversation, Jared Ellis, the Global Director for Product Support and Technical Success at CultureAmp, discusses with Amanda, a Key Accounts Relationship Manager at Intercom, about CultureAmp's transition to using Intercom for customer support.

Summary of Key Points:
Transition from Zendesk to Intercom: CultureAmp previously used Zendesk for customer support through email and live chat but transitioned to Intercom. This change was motivated by the desire to enhance their service quality rather than due to any major pain points with Zendesk.
Improvements with Intercom

Email and Chat Channels: Intercom had made significant advancements in email support and continued to excel in live chat, which CultureAmp had previously appreciated.

Customer and Specialist Experience: The Intercom platform offered an improved experience for both customers and support specialists, particularly in user-friendliness and modernity compared to Zendesk.
Ticketing System: Intercom's approach to ticketing was highlighted as a significant improvement. It transformed the concept of tickets into more of a task management tool, separate from customer conversations. This allowed CultureAmp to manage tasks more efficiently, assign them to appropriate teams, and track task completion more accurately.
AI Integration with FIN: CultureAmp integrated Intercom's AI tool, FIN, into their support, using it in all live chat interactions. FIN handles general guidance questions, allowing the support team to focus on more complex, context-heavy customer interactions. This integration led to a significant reduction in volume for the support team and an improvement in the quality of customer service.

Metrics and Results:
Customer Satisfaction (CSAT): Despite significant changes in their support system, CultureAmp maintained a high CSAT score of around 95%.
Shift in Channel Preference: There was a noticeable shift in customer preference towards more conversational channels, with 60% of interactions happening through live chat.

Ticket Resolution Time: The median resolution time for tickets improved significantly, dropping to around 17 minutes, compared to up to an hour previously.
Migration Process: The transition to Intercom was smooth, largely due to CultureAmp’s openness to rethinking their processes and adapting to new methods offered by Intercom. They focused on ensuring seamless customer-specialist connections rather than replicating their old system in the new platform.

Partnership with Intercom: Jared emphasized the value of the partnership with Intercom, appreciating their forward-thinking approach and collaborative spirit.

This conversation provides insight into CultureAmp's positive experience with Intercom's features and products, particularly their ticketing system, AI integration, and overall user experience for both customers and support specialists.

More at:
https://www.intercom.com/help-desk/tickets

🐦https://twitter.com/intercom
🔵https://ie.linkedin.com/company/intercom
Chapters:
0:00-00:59- Switching to Intercom
03:23-09:00- Ticketing with Intercom
09:00-12:24- Results and Metrics

#customersupport #intercom #interview

Видео CultureAmp's Transition to Using Intercom for Customer Support - Interview with Jared Ellis канала Intercom