Kevin Furlong

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.