In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom.
Through the lens of choosing the right metrics, Phil takes us on a journey through one of our favorite topics: breaking into Customer Education. Phil wasn’t always a Customer Education professional: in fact, he joined Intercom with a background in music and video production. In his time at the company, he’s been through a journey of experimentation, using metrics and data to create better videos and tie his educational efforts to behavior change. Over time, he took bolder bets to experiment with the value of self-service and proactive support techniques.
These days, Phil manages a variety of educational programs that have driven Intercom users’ success over time. Tune in to hear more about his journey and what he learned along the way, as well as what you can learn if you’re breaking into Customer Education.