Inside Intercom

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.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=n7WTkppt6pU

📝 Blog: https://www.intercom.com/blog/videos/customer-service-tech-stack-platform-ai

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#customersupport #customerservice #intercom

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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 today’s world and what the roadmap for businesses aiming to thrive in this era looks like.

📝 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.

📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service

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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 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

🏠 www.intercom.com

#customersupport #customerservice #intercom

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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.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Itmt57HRfe4

📝 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 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

🏠 www.intercom.com

#customersupport #customerservice #intercom

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Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing.

🗂️ Chapters

00:00 Introduction

01:27 Customer Expectations

06:06 AI Adoption in CS

10:08 AI is Coming for Your Jobs but Not in The Way You Think

16:05 Tech Stack: Ditching the Old Tools

20:59 Metrics: New Ways to Measure Success

Download your copy of our CS Trends Report 2024: www.inter.com/2024trends

📝 Blog: https://www.intercom.com/blog/videos/podcast-cs-trends-2024

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Z0b5OVKQeIQ

😁 Follow the people:

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/anlopezm/

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🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

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🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

💻 RSS Feed https://art19.com/shows/inside-intercom

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 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

🏠 www.intercom.com

#customersupport #customerservice #intercom

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from how to incorporate customer feedback into product roadmaps to the importance of being your authentic self in the workplace.

Read a transcript: https://www.intercom.com/blog/podcasts/wistias-jeff-vincent-on-solving-customer-problems/

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

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Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.

Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

Subscribe to our sister podcast, Intercom on Product wherever you're listening to this episode.

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

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CX expert Camille E. Acey joins us to explore the ever-changing landscape of the industry: from embracing AI and automation to managing teams in a time with layoffs, we’re delving into the nitty gritty of balancing the needs of different customers with the constraints of limited resources.

Watch on YouTube: https://www.youtube.com/watch?v=OpXJANfwwIA

Read a transcript: https://www.intercom.com/blog/videos/cx-camille-acey-on-customer-care

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Synthesia CEO Victor Riparbelli joins Intercom co-founder Des Traynor for an engaging conversation on Synthesia, the future of video, and the transformations that lie ahead.

Watch the video: https://www.youtube.com/watch?v=oa61Pn_mWXk

Read a transcript: https://www.intercom.com/blog/videos/synthesia-ceo-victor-riparbelli-generative-ai-video

www.intercom.com

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2023 was the year AI changed everything – and Intercom has been at the forefront of the revolution. Listen to highlights from our conversations about how AI is transforming customer service and the world of tech.

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Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.

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Take a tour of the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music to Intercom Phone.

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Where are startups better suited to challenge established players? Can they transform mature categories with an AI-first lens? How do these risks play out in horizontal and vertical markets?

Intercom Co-founder Des Traynor caught up with Christoph Janz, Partner at Point Nine Capital, to pick his brain on the implications of generative AI for SaaS companies and early-stage SaaS investors, and where those golden opportunities lie.

Watch on YouTube: https://youtu.be/9gAbPEUrz4Y?si=xoJj1BlUUT7_o1si

Transcript: https://www.intercom.com/blog/videos/angel-investor-christoph-janz-on-opportunities-in-ai

Read Christoph's "mental map" here: https://medium.com/point-nine-news/where-are-the-opportunities-for-new-startups-in-generative-ai-f48068b5f8f9

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Learn how implementing a service culture across every department of your company can pave the way for a customer-centric transformation that elevates the customer experience to new heights from Jo Causon, CEO of The Institute of Customer Service.

Read a transcript: https://www.intercom.com/blog/videos/jo-causon-customer-service

Watch a video of this episode: https://www.youtube.com/watch?v=wKvBG4YP0Nw

https://www.instituteofcustomerservice.com/

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AI is revolutionizing the customer service landscape, and with it, the traditional role of a support agent. On today's show we're joined by an industry panel of experts to answer the questions - what does that future look like for support teams? And how can you best prepare for the new opportunities and challenges to come?

Today's guests:

• Christian Osmundsen, Global Head of Customer Experience at Deliverect
• Lauren Francis, Customer Support Process Improvement Manager at Intercom
• Ruth O'Brien, Director of Automated & Proactive Support at Intercom
• Sam Forde, Merchant Success Manager at Zapiet

Read a transcript at https://www.intercom.com/blog/podcasts/ai-future-of-support-roles

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Sound plays a considerable role in determining whether a customer experience is good or not. This week, in an archive episode of Inside Intercom from 2021, you’ll hear how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick.

Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here.

Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/

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In this archive episode of Intercom on Product from 2019, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategy mentioned in the episode.

Transcript: https://www.intercom.com/blog/podcasts/intercom-on-product-ep07/

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On today's show we sat down with Peak Support's President and Chief Strategy Officer Hannah Steiman to chat about leadership enablement and why it’s key for support teams in high-growth companies.

Watch on YouTube: https://www.youtube.com/watch?v=qGoaHcgwSsc

Read a transcript: https://www.intercom.com/blog/videos/training-support-leaders-with-peak-support-hannah-steiman

You'll find the leadership materials that Hannah mentions in the episode here: https://blog.peaksupport.io/leadership-training-program-managers

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In this archive episode from 2021, IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI.

Transcript: https://www.intercom.com/blog/podcasts/arin-bhowmick-ibm-on-ethical-ai/

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Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. In this episode from our archives, former Senior Director of Customer Support Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.

Read a full transcript here: https://www.intercom.com/blog/podcasts/customer-success-nick-mehta-gainsight/

This episode was originally published on 10/12/20

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