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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
A Day in the Life of a Support Operations Analyst
Jan 23, 2025
Kevin Furlong, a Customer Support Operations Analyst at Intercom, shares his insights on optimizing support tools and strategies. He discusses the balance between proactive and reactive approaches in support operations, emphasizing data-driven decision-making. The conversation highlights the importance of collaboration with product teams and adapting strategies in the age of AI. Kevin also touches on fostering a continuous improvement mindset and the critical role of effective communication in enhancing customer experience.
28:40
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Quick takeaways
- A customer support operations analyst balances proactive tool optimization with reactive troubleshooting to maintain high service standards.
- Leveraging data for skill-based routing improves support efficiency by matching inquiries with specialized personnel, enhancing customer satisfaction.
Deep dives
The Role of a Customer Support Operations Analyst
A customer support operations analyst plays a critical role in the efficient functioning of a support team. Their responsibilities include owning, maintaining, and optimizing the tools that enable the team to deliver prompt and effective support experiences. The analyst balances proactive tasks, such as implementing new features or optimizing existing tools, with reactive tasks that involve troubleshooting issues as they arise. This blend of responsibilities ensures that the support team can swiftly adapt to changes and maintain a high standard of service.
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