In this episode, Kaitlin Pettersen- Senior Director of Customer Support at Intercom, elaborates on how the pandemic shifted customer interactions to the digital space, and how this has impacted support. She presents Intercom's thesis of conversational support being the way forward and offers some insights on how this can be successfully implemented.

Ep.15 The Unexpected Leader - How Charlotte Ward Became a Support Leader at Snowplow

Support Heroes by Kaizo is a podcast made to celebrate Customer Support and develop the industry by sharing high-level insights in weekly, long-form discussions with expert guests. We want to shine a light on the contributions made by our brothers and sisters in the industry, and share best practices from some of our most trusted and talented colleagues. It's not very widely understood how tough it is to provide exceptional Customer Service, nor how much of an asset it is to companies looking to dominate the market. We'd like to change that misconception by putting Support Heroes from world-leading companies in the spotlight and connecting them to you- our dear listeners.