In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work, the importance of data-driven decision-making, and the ongoing need for optimization in customer support tools. Kevin shares insights with Bobby Stapleton, Snr. Director, Human Support, Intercom on change management, cross-functional collaboration with product teams, and the impact of AI on customer support.

Watch on YouTube: https://youtu.be/jbFv3XiNQhY?si=_AisMjjiuQTwIz--

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A Day in the Life of a Support Operations Analyst

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom