The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom A day in the life of a support knowledge manager
Aug 22, 2024
Beth-Ann Sher, a Senior Knowledge Manager at Intercom, shares her fascinating journey from product marketing to knowledge management. She discusses how AI is revolutionizing the customer support landscape, reshaping her daily responsibilities. Beth emphasizes the importance of high-quality support content and collaboration across teams. The conversation also highlights future trends in knowledge management, showcasing the need for analytical skills and adaptability in an AI-driven world, ultimately transforming how customers access information.
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Beth-Ann's Career Journey
- Beth-Ann Sher transitioned from front-line customer support to product marketing, blending writing skills and content creation.
- At Intercom, she became a Help Center Manager and then adapted to managing varied content to support AI agent Fin.
AI Expands Knowledge Scope
- AI integration has greatly expanded the scope and volume of the knowledge base requiring systematic team collaboration.
- Regular content audits, updates, and collaboration with product teams are vital to keep support content effective for AI and customers.
AI Enhances Knowledge Impact
- AI demands high-quality, comprehensive knowledge bases to enable effective customer support resolutions.
- Metrics now focus on true resolution rates rather than just content views or satisfaction, improving impact measurement.