Preparing for the Future of Customer Support

Watch the on-demand recording of Intercom’s Kaitlin Pettersen, Dialpad’s VP of Services Shane Freeburg, and Segment’s Head of Success Engineering Emily Luckette for a roundtable discussion on how customer support will evolve based on the trends they’re seeing.

As support teams have experienced many changes recently, new trends around customer communication have bubbled up to the surface. We dive into exactly what support leaders are seeing within their own teams right now and hear more about what those changes suggest about the future of customer support.

These customer success leaders share:

  • The trends they’ve seen emerge within their own support teams and their products
  • What KPIs they’re using to measure performance and if they predict those will change
  • The role automation has played in handling heightened conversation volume
  • Where they think customer support is headed


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