The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

This week Intercom’s 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😁 Follow the people:https://www.linkedin.com/in/olivia-witte-singarella-66458b33/https://www.linkedin.com/in/kylerocco/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/newsletterSign 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/productpodcastSay hi on 👋X/Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this engaging conversation, Blake Morgan, a customer experience futurist and author, dives into the essence of leadership in fostering a customer-centric culture. He highlights the intertwining relationship between employee satisfaction and exceptional customer service. Blake stresses the impact of AI on customer interactions while advocating for the critical human touch. He shares the importance of leaders actively connecting with customers to drive innovation and how businesses can maintain this focus even during economic challenges.

Beth-Ann Sher, a Senior Knowledge Manager at Intercom, shares her fascinating journey from product marketing to knowledge management. She discusses how AI is revolutionizing the customer support landscape, reshaping her daily responsibilities. Beth emphasizes the importance of high-quality support content and collaboration across teams. The conversation also highlights future trends in knowledge management, showcasing the need for analytical skills and adaptability in an AI-driven world, ultimately transforming how customers access information.

Lynsey Duncan, a Senior Product Researcher, teams up with Bobby Stapleton, Senior Director of Human Support, and Declan Ivory, VP of Customer Support, to delve into the essence of remarkable customer experiences. They discuss the crucial role of problem ownership, emphasizing how companies must take charge of issues for customer satisfaction. The trio also explores AI's potential in enhancing service and the importance of continuous improvement in customer interactions. With real-life anecdotes, they highlight how empathy and proactive support can turn frustrations into trust.

Archana Agrawal, president of Intercom and an expert in AI and customer service, dives into how AI is reshaping the customer support landscape. She discusses the transition from local to global service models and the challenges they bring. Agrawal highlights AI's knack for quickly resolving simple queries, allowing human agents to tackle more complex issues. This innovative approach promises a future where customer service is not only cost-effective but also enhances satisfaction and business profitability.

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.😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/serenaschan/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/newsletterSign 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/productpodcastSay hi on 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Bobby Stapleton, Senior Director of Human Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into strategies for gaining executive approval for AI-driven customer service. Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail, share their firsthand experiences with AI adoption. They discuss overcoming executive skepticism, the importance of data-driven insights, and how AI can revolutionize customer support through enhanced efficiency and 24/7 assistance.

Customer service leaders Ben Peak, Elli Neeld, and Carl Olsen discuss integrating AI technologies like chatbots to enhance customer support. They highlight the benefits of AI for improving response effectiveness and scaling operations, emphasizing the importance of gaining team buy-in and implementing clear objectives.

Ruth O'Brien and Leanne Harte from Intercom discuss maximizing team efficiency with AI in customer service. They cover AI implementation, support team impact, and advice for boosting performance. Topics include empowering support reps, driving adoption with product champions, and maintaining trust by verifying AI responses.

Intercom's experts Bobby Stapleton, OIivIa Singerlla, and Alissa Tyrangiel discuss AI-first customer service. They cover the launch of Fin AI Co-Pilot, benefits of AI in customer service, efficiency gains with AI Co-Pilot features, and the exciting launch of Fin AI Analyst for leaders.