The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom cover image

A day in the life of a support knowledge manager

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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Managing Knowledge for Enhanced Customer Support

This chapter discusses the transformation of a knowledge manager's role at Intercom, transitioning from a Help Center manager to a leader of a holistic support content strategy that incorporates AI tools. It highlights the responsibilities involved in ensuring high-quality support content through collaboration with various teams to enhance customer experience.

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