On Inside Intercom you'll hear the team from Intercom interview makers and do-ers from the worlds of product management, design, startups and marketing.
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.ย
Watch this episode on YouTube: https://www.youtube.com/watch?v=K9MA3cBELyU
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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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Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
๐ 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.
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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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 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.ย
We'll uncover how Fin AI Copilot works in practice โย how it is enhancing efficiency, simplifying information retrieval, and transforming customer interactions.
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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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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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๐ฅ https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
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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
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Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
๐ 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.
This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation weโre currently experiencing.
In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology โ and very, very soon all of society at large โ will certainly be going through.
You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv
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This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get โ and keep โ customers, and shares her best practices for empowering your teams and creating a culture of customer excellence.
Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68
๐ Blog: https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman
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๐ฅ https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
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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
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LinkedIn: https://www.linkedin.com/company/intercom/
Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin
๐ 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.
This week our Director of Automated and Proactive Support, Ruth OโBrien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=lNujY05wFAE
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Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton and Declan Ivory, our VP of Customer Support, unpack this evolution.
๐ฅ Watch this episode on YouTube: https://www.youtube.com/watch?v=n7WTkppt6pU
๐ Blog: https://www.intercom.com/blog/videos/customer-service-tech-stack-platform-ai
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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
Say hi on ๐
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Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in todayโs world and what the roadmap for businesses aiming to thrive in this era looks like.
๐ Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success
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With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality.
๐ Blog: https://www.intercom.com/blog/videos/economics-of-customer-service
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Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon had great advice for aspiring customer service leaders.
๐ฅ Watch this episode on YouTube: https://www.youtube.com/watch?v=Itmt57HRfe4
๐ Blog: https://www.intercom.com/blog/videos/simon-t-bailey-on-platinum-service-principles
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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
Say hi on ๐
Twitter: https://twitter.com/intercom
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Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin
๐ www.intercom.com
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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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