The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Intercom
On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.Follow The Ticket to get the weekly episodes and sign up for our 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🏠 www.intercom.com
Episodes
Mentioned books
Dec 16, 2021 • 30min
Andrew Chen on how tech’s giants drive growth with network effects
Software may be eating the world, but building and scaling products is still quite a challenge. So how do you get past the awkward “cold start problem” of zero users and build the networks that make your product thrive? Andrew Chen, partner at Andreessen Horowitz and author of The Cold Start Problem, joins Intercom Co-Founder and CSO Des Traynor to discuss.You can also listen to Andrew's previous outing on Inside Intercom here: https://www.intercom.com/blog/podcasts/andrew-chen-on-growth/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Dec 9, 2021 • 15min
The story behind the chirp: Intercom’s notification sound
Sound plays a considerable role in determining whether a product experience is good or not. This week on Inside Intercom, you’ll hear from our Senior Director of Product Design Emmet Connolly, Product Engineer Sam Murray, and Customer Support Specialist Robert Dunleavy on 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.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Dec 2, 2021 • 26min
Intercom presents Engineer Chats
We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Nov 25, 2021 • 29min
CX author Dan Gingiss on turning customers into your own salesforce
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.
Nov 18, 2021 • 26min
Writing coach Leslie O’Flahavan on the dos and don’ts of customer messaging
From considering the channel and brand voice to matching the situation and the tone of the customers, can you ever really nail down the perfect message in customer service? This weeks guest - writing coach Leslie O'Flahavan - says you can and on this episode she explains how.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Nov 11, 2021 • 31min
UserOnboard’s Samuel Hulick on designing paths, not products
Samuel Hulick joins us to discuss their new product design framework — they call it Value Paths — for healthy, sustainable growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Nov 4, 2021 • 19min
Meet the team: Intercom’s Brand Studio on evolving our brand
As your business grows, it’s only natural your brand grows with it. We chat with Scott Smith, Kira Bundlie, Kyle Benson, and Kristen Raymaker about Intercom’s branding and our recent brand refresh project.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Oct 28, 2021 • 18min
Leandra Fishman on driving revenue through stronger customer relationships
We've seen just how the customer experience impacts revenue. So why do so many revenue-driven organizations keep treating support as a cost center? Intercom's Chief Revenue Officer, Leandra Fishman joins us to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Oct 21, 2021 • 31min
Jeff Toister on a guaranteed customer experience
Guaranteeing a great experience for your customers isn’t hard, but are you actually delivering on that promise? Jeff Toister, author of The Guaranteed Customer Experience, joins us to talk about the key to earning (and keeping) our customers’ trust and business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Oct 14, 2021 • 19min
Intercom's Jane Honey on perfecting career paths for product management
The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder. On this episode Intercom's Senior Product Director Jane Honey discusses the perks of career ladders and what has changed in our approach since last time.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
