Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, 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 it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s 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 😁 Follow the people: https:...
May 24, 2024•31 min•Ep 435•Transcript available on Metacast This week on The Ticket podcast, Intercom’s 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 😁 Follow the peop...
May 16, 2024•17 min•Ep 434•Transcript available on Metacast 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 we’re making that vision a reality. You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm Follow the people: https://www.linkedin.com/in/eoghanmccabe/ https://www.linkedin.com/in/pauladams/ Say hi 👋 Twitter: https://twitter.com/intercom Linke...
May 09, 2024•23 min•Ep 433•Transcript available on Metacast Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien and Senior Director of Human Support Bobby Stapleton discuss the impact AI is having on customer service careers, and what “new world” support roles and career paths look like compared to “old world” ones, based on their own personal experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=K9MA3cBELyU 😁 Follow the people: https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/bobbystapl...
May 02, 2024•25 min•Ep 432•Transcript available on Metacast 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. 😁 Follow the people: https://www.linkedin.com/in/smithmercer/ https://www.linkedin.com/in/bobbystapleton/ Follow ...
Apr 25, 2024•27 min•Ep 430•Transcript available on Metacast In today’s episode, we’re 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 – how it is enhancing efficiency, simplifying information retrieval, and transforming customer interactions. 😁 Foll...
Apr 18, 2024•22 min•Ep 431•Transcript available on Metacast Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, 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 📝 Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copilot 😁 Follow the people: https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/olivia-witte-singarella-66458b33/ Follow our podcast: 🍏 ...
Apr 11, 2024•13 min•Ep 429•Transcript available on Metacast 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 we’re currently experiencing. In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through. You can watch this episode on YouTube and don't forget to subscribe to our...
Apr 04, 2024•27 min•Ep 428•Transcript available on Metacast 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 – and keep – 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 📝 Blog: https://w...
Mar 28, 2024•23 min•Ep 427•Transcript available on Metacast This week our Director of Automated and Proactive Support, Ruth O’Brien, 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 😁 Follow the people: https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/bobbystapleton/ Follow our podcast: 🍏 Apple Podcasts https://podcasts.a...
Mar 21, 2024•22 min•Ep 426•Transcript available on Metacast 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:...
Mar 07, 2024•29 min•Ep 425•Transcript available on Metacast 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 😁 Follow the people: https://www.linkedin.com/in/jennaselliott/ https://www.linkedin.com/in/decivory/...
Feb 29, 2024•26 min•Ep 424•Transcript available on Metacast 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 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/decivory/ Follow our podcast: 🍏 ...
Feb 22, 2024•32 min•Ep 423•Transcript available on Metacast 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...
Feb 15, 2024•27 min•Ep 422•Transcript available on Metacast 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 ...
Feb 01, 2024•31 min•Ep 420•Transcript available on Metacast 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://...
Jan 25, 2024•30 min•Ep 419•Transcript available on Metacast 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. ...
Jan 18, 2024•56 min•Ep 418•Transcript available on Metacast 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 Say hi on: Twitter: https://twitter.com/intercom LinkedIn:...
Jan 11, 2024•26 min•Ep 417•Transcript available on Metacast 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 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jan 04, 2024•36 min•Ep 416•Transcript available on Metacast 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Dec 14, 2023•58 min•Ep 412•Transcript available on Metacast 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Dec 07, 2023•30 min•Ep 414•Transcript available on Metacast 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .
Nov 30, 2023•27 min•Ep 415•Transcript available on Metacast 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 ...
Nov 23, 2023•32 min•Ep 413•Transcript available on Metacast 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/ See Privacy Policy at https://art19.com/privacy and...
Nov 16, 2023•21 min•Ep 411•Transcript available on Metacast 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, Di...
Nov 09, 2023•30 min•Ep 410•Transcript available on Metacast 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...
Nov 02, 2023•15 min•Ep 409•Transcript available on Metacast 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/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Oct 26, 2023•30 min•Ep 406•Transcript available on Metacast 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-...
Oct 19, 2023•17 min•Ep 407•Transcript available on Metacast 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/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Oct 12, 2023•42 min•Ep 405•Transcript available on Metacast 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 See Privacy Policy...
Oct 05, 2023•34 min•Ep 404•Transcript available on Metacast 
