Episodit
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This week Intercomโs Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer service platform.
Watch our latest Built For You Episode here: https://youtu.be/B7pjcm4u8mM
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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
Sign up for Intercom on Product: A monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcast
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In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futurist and author of 'The Eight Laws of Customer-Focused Leadership'. Blake discusses the importance of customer experience and the role of leaders in creating a customer-centric culture, the impact of AI on customer interactions and the need to balance automation with the human touch as well as the significance of leaders setting the tone for the company.
Watch this episode on YouTube: https://youtu.be/hvSgRM2hsOY
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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on ๐
Twitter: https://twitter.com/intercom
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www.intercom.com
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI tools to improve the knowledge base. Beth also discusses the future of knowledge management in an AI-driven environment and offers advice for those looking to pursue a career in this field.
Watch this episode on YouTube: https://www.youtube.com/watch?v=oFjQ0JfazOM
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See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey are Bobby Stapleton, Senior Director, Human Support and Declan Ivory, VP, Customer Support to discuss the key findings including the importance of problem ownership, where customers value companies that take ownership of their issues and work towards resolving them. The conversation also touches on the role of AI in delivering a remarkable experience and the need for continuous improvement and measurement of customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=cXv3JpKU71c
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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
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Say hi on ๐
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Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from personal, local interactions to global call centers and digital channels, she explains how AI can handle simpler queries swiftly, freeing human agents for complex issues. AI has the potential to revolutionize service economics, enabling businesses to provide high-quality, cost-effective support โ hinting at a future where AI-driven customer service enhances satisfaction, efficiency, and profitability for businesses of all sizes.
Watch this episode on YouTube: https://www.youtube.com/watch?v=boEtQKyg4_g
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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://intercomonproduct.substack.com/
Get a free trial of Fin, our breakthrough AI Agent and AI Copilot, here: https://www.intercom.com/fin
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Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Customer Experience at Dovetail, discusses how to conduct the right type of research and apply it to your CX. She talks about leveraging data effectively, balancing intuition with customer knowledge, and how to make sense of customer insights.
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https://inter.com/productpodcast
Say hi on ๐
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www.intercom.com
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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail.
Watch this episode on YouTube:
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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
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https://inter.com/productpodcast
Say hi on ๐
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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies.
Watch this episode on YouTube: https://youtu.be/H_TL2PAXg3k?si=0_hpqfKvuXZ-y626
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https://www.linkedin.com/in/ben-peak-1359b271/
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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
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https://inter.com/productpodcast
Say hi on ๐
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www.intercom.com
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders looking to boost team performance.
Watch this episode on YouTube: https://www.youtube.com/watch?v=97F1WQWSM3U
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https://inter.com/productpodcast
Say hi on ๐
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www.intercom.com
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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This week Intercomโs Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service.
Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw
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Newsletters:
Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
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https://inter.com/productpodcast
Say hi on ๐
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www.intercom.com
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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.
You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y
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This week on The Ticket podcast, Intercomโs Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI.
Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU
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Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=dOIYgZ2rRrk
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Intercom's Declan Ivory, VP of Customer Support, and Ruth OโBrien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why itโs so critical to get onboard with AI and how theyโve reimagined and evolved Intercomโs Support org to take full advantage of the opportunities AI has to offer.
Watch this episode on YouTube: https://www.youtube.com/watch?v=4MznUEXiwzQ
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https://inter.com/productpodcast
Say hi on ๐
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๐ www.intercom.com
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This week on The Ticket podcast, Intercomโs Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way.
Watch this episode on YouTube: https://www.youtube.com/watch?v=sgJvV4diKNo
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๐ฅ https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
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Newsletters:
Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on ๐
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๐ www.intercom.com
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Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how weโre making that vision a reality.
You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm
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๐ www.intercom.com
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Intercomโs Senior Director of Automated and Proactive Support Ruth OโBrien and Senior Director of Human Support Bobby Stapleton discuss the impact AI is having on customer service careers, and what โnew worldโ support roles and career paths look like compared to โold worldโ ones, based on their own personal experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=K9MA3cBELyU
๐ Follow the people:
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https://www.linkedin.com/in/bobbystapleton/
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https://inter.com/productpodcast
Say hi on ๐
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๐ www.intercom.com
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Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish.
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๐ฅ https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
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https://inter.com/productpodcast
Say hi on ๐
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๐ www.intercom.com
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In todayโs episode, weโre joined by Declan Ivory, VP of Customer Support at Intercom, and Bobby Stapleton, Senior Director of Human Support at Intercom who explore how our own Customer Support team is benefitting from Intercom's Fin AI Copilot, our brand new intelligent personal assistant for customer service teammates.
We'll uncover how Fin AI Copilot works in practice โ how it is enhancing efficiency, simplifying information retrieval, and transforming customer interactions.
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๐ฅ https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
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Newsletters:
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Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on ๐
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๐ www.intercom.com
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Intercom's Senior Director of Automated and Proactive Support, Ruth OโBrien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it.
Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ
๐ Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copilot
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