Kaitlin Pettersen

Global Director of Customer Support Intercom

Main Conference Day Two - 28th October

Wednesday, October 28th, 2020

2:30 PM Customer Experience vs. Efficiency: Why Customer Support Leaders Shouldn't Have To Choose

Customer support leaders are often asked to answer the seemingly trick question: Can you provide a best-in-class customer experience…but at a lower cost? The reality is business simply cannot afford to operate at either extreme and balancing both CX and efficiency not only means a great deal to your customer strategy but unlocks something that can feel elusive to support teams: Positive revenue impact! Join this session to discover how Intercom’s unique approach enables your business to find the right balance between what is best for your company and your customers.

·        Overcome the dilemma of approaching efficiency and customer experience as two diametrically opposed choices

·        Scaling the high bar of customer satisfaction without scaling headcount alongside customer count: What’s the secret?

·        Striking the balance with conversational support to combine proactive self-serve and human support capabilities.

Check out the incredible speaker line-up to see who will be joining Kaitlin.

Download The Latest Agenda