Slack’s Lane Collins on their ‘radical convenience’ approach to customer experience
Intercom, Inc.
AUGUST 8, 2019
She now leads the customer experience team, overseeing the help center, localization, user education and the app directory. It’s part of the “hospitality” aspect of support. Lane: I grew up in North Carolina, and there wasn’t a lot to do. A bad support experience is one of the easiest ways to lose customer trust.
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