How customer support sessions help us stay close to our customers (even as we scale)

Our support team hosts regular sessions where new and experienced Intercom colleagues join members of our Customer Support team to answer tailored customer queries in the inbox, providing a unique opportunity for every team within Intercom to see their work through the lens of customers' needs. These sessions add context to traditional customer voice reports and help teams understand customer use cases, driving empathy and informing product roadmap and company strategy. By hosting regular sessions tailored to each team's needs, we create a customer-centric culture that prioritizes our customers' needs and problems, leading to direct business impact such as new features, improved educational content, shorter wait times for customers, and better internal relationships.

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