Intercom is rolling out a major evolution of our database architecture moving to Vitess – a scalable, open-source MySQL clustering system – managed by PlanetScale. For many years, Intercom has used Amazon Aurora MySQL as our default database. With the addition of our custom sharding solution for high scale data, Aurora MySQL has allowed us […]
Step 1: Become a customer service expert You have to be an expert to train others. Imagine you wanted to become an airplane pilot. Naturally, you’d want a flight instructor who was really good at flying planes. The same is true for customer service. You have to be really good at serving customers if you […]
Not long back, just about a decade or so ago, investment in data security was regarded as a luxury by many businesses. But today, it’s a necessity. Every call center owner must do whatever it takes to protect customer data for the following reasons: 1. Increase in the Number of Data Breaches Since the COVID-19 […]
The temperate rainforests in New South Wales, Australia — my home state — contain very different trees than rainforests in the American Pacific Northwest. However, those different trees fill out their respective forests in a remarkably similar set of sizes. A 2016 study found that rainforests all over Earth derive their similar structures from identical […]
Is your business booming, but your customer support team isn’t doing as well? They’re struggling to keep track of it all – responses are delayed, and customers are getting frustrated. The good news is that there’s a solution: implementing effective customer service workflows. This enables your team to take control of interactions and provide seamless […]
I have taken a break from writing while deciding exactly what direction I wish to take this blog. But with the hottest topic in customer service right now being staffing, I want to chime in. We have heard countless stories of terrible “post pandemic” service in every sector of our business. It seems to immediately […]
When it comes to running a successful business, it’s important to prioritize the customer experience. After all, happy customers are more likely to return and recommend your business to others. One way to improve your customer experience is by hosting a customer experience workshop. A customer experience workshop is a highly interactive program that can […]
This “Who goes Where icebreaker” is really useful if you are bringing people together from different teams in a large organisation, and it’s a very simple exercise to run. Good for Opening a training session. Getting people mingling, relaxing and building relationships from the beginning of the session. Bringing energy to the room. Length This […]
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Company leadership felt like there was almost always an […]
In the 1950s, John McCarthy, known as the founding father of Artificial Intelligence, coined the term. In the early days, the main goal was to explore whether AI machines could simulate specific characteristics of human intelligence and logic-solving. AI technology has made significant progress and increasingly advanced AI applications are changing operations across various industries. […]
