eBook: Drive conversational experiences for a future-ready customer support strategy

Customer support organisations have the unique chance to get personal in today’s digital age, leveraging technology to transform customer relationships and outcomes.

Intercom commissioned Forrester Consulting to evaluate current customer support priorities and practices, the challenges support leaders face with their process and technologies, and the benefits and opportunities they find in conversational support solutions.

Firms that can best leverage the power of conversational support are positioned to drive customer retention, customer satisfaction, and business efficiency, resulting in increased competitiveness and resiliency.

This study found three key learnings to help your business grow:

• Delivering messenger-based support experiences are business-critical
• Poor agent experience and inefficient technology stacks slow progress
• Conversational support solutions drive customers and business

Download this report to explore how to strategise customer service through conversational experiences.