Today we're introducing Resolution Bot, the next generation of Answer Bot, our smart support chatbot that automatically answers customer questions. We believe automation will transform the way companies support their customers. Bots are already enabling customer support teams to tailor personalized experiences without additional headcount. But so far, support bots have failed to fully resolve customer issues .“Resolution Bot goes beyond generic responses to Latest Mailing Database meaningfully resolve customer issues” Powered by Answer Bot's machine learning technology, Resolution Bot goes beyond generic answers to meaningfully resolve customer issues. When a customer asks a question in Intercom Messenger, Resolution Bot does more than share a link to your help center. Resolution Bot automatically resolves 33% of common support questions and has saved businesses 109 hours of customer time, on average, over the past year. Intercom is already an industry leader for chatbots and with Resolution Bot, our chatbots are now even more powerful. Customers want resolutions, not just answers Every support manager knows that the Latest Mailing Database faster you respond to a customer's question, the happier the customer will be. But too often, the answers provided by bots are insufficient: they are not immediately actionable (“Read this article”) or they require the customer to do more work (“Follow these five steps”).“Resolution Bot has the ability to drive massive efficiencies for support teams and their customers” With Resolution Bot, you can bring real solutions to customer issues right into the conversation. Imagine this: a customer is chatting, asking if their order has already been shipped. Instead of asking a support representative to find it manually, Resolution Bot could show the status of their order using the Shopify app and, even better, display this option before the Latest Mailing Database customer has even finished shopping. type. Resolution Bot has the ability to drive massive efficiencies for support teams and the customers they serve. Because it's always on, 24/7, Resolution Bot enables businesses to deliver real-time personal resolutions on a global scale. That's faster, more consistent support for your customers and fewer repetitive transactional questions for your support reps. The customer obtains an immediate resolution of his problem, adapted to his specific needs.

Global customer support teams are used to working in different offices. But how do you move from a regional team model to Latest Mailing Database an all-remote model – one where team members work alone? Many teams are now working remotely and we are also taking this approach for now with our own operations. We are a team of over 80 people spread across 4 offices, so working with people in different locations is nothing new to us. But as we take our customer support entirely remotely, we're rethinking our workflows, automation tools, and daily rituals to protect our team dynamics and productivity. More importantly, we are thinking about ways to maintain the caliber of our support in a distant world. If you're in the same boat as us, here are some steps we've taken. Double down on teamwork best practices As a global team, we have implemented robust workflows and systems over the years to help us deliver a consistent customer experience. Even when business is business as usual, team members have the option to Latest Mailing Database work from home once a week, and we've developed best practices to enable this setup. If your team isn't used to working in different locations, here are three tips that have been essential to keeping our team running. They're not unique to remote work, but they're especially useful for distributed teams. Implement a smart meeting strategy When you don't have the luxury of face-to-face interactions, meetings become a crucial tool for information sharing and discussion. But do too many meetings and you're wasting people's time. We have found that these three meetings are what we need to stay aligned effectively. A smart meeting strategy for remote support teams Remote or not, you will always want to Latest Mailing Database share key information through multiple channels. So we also send out a weekly newsletter with important updates, product news, project highlights and team accomplishments. Remind your team of your team values Many teams espouse values, but I would say few actively apply them to day-to-day work. A customer experience that is not anchored in a single set of values ​​will quickly start to feel fragmented” As the team transitions to remote working, we will rely on their ability to apply shared values. A customer experience that isn't rooted in a single set of values ​​will quickly start to feel fragmented, especially when team members can't easily consult with each other when issues arise. In addition to metrics, our values ​​will help the team maintain a positive “business as usual” mindset.