Brew and Review: Building a knowledge sharing loop for Customer Success

Brew and Review is a knowledge sharing loop created by the author, Nicole Rashied, for her Customer Success team at Intercom. The process pairs teammates up every two weeks to review and give feedback on recorded customer calls, done on their own time. The goal is to create a more cohesive experience for customers, prevent information from disappearing when employees leave, and save time and resources. The author defines the parameters for success, gets the team excited about knowledge sharing, puts the right tools and processes in place, sets live, test, and improve, and emphasizes the importance of embracing a culture of knowledge sharing. By implementing Brew and Review, the Intercom team was able to overcome the challenge of knowledge sharing in silos and create a more effective customer success process.

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