The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom A Day in the Life of a Support Operations Analyst
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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.
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Balancing Proactive and Reactive Work
- Balance proactive, planned work with reactive issue-fixing.
- Aim for a 70/30 split, but stay flexible as needs change.
Importance of Tool Ownership
- Having no single owner for tools creates issues and hinders optimization.
- A dedicated role ensures accountability and proactive improvement.
Data-Driven Routing
- Data-driven skill-based routing ensures the right conversations reach the right experts.
- This leads to faster resolutions and improved customer experience.