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

Fueling the AI machine with the knowledge it needs

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.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSign 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/newsletterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How AI is transforming customer service tech stacks

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😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/decivory/Follow our podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSign 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/newsletterSay hi on 👋Twitter: https://twitter.com/intercomLinkedIn: 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 #intercomSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Amplitude’s Jenna Elliott on navigating the future of customer success

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/Follow our podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSign 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/newsletterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Understanding the changing economics of customer service in the age of AI

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:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSign 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/newsletterSay hi on 👋Twitter: https://twitter.com/intercomLinkedIn: 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 #intercomSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Making magic: Simon T. Bailey on the platinum service principles that create lifelong customers

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😁 Follow the people:https://www.linkedin.com/in/simontbailey/https://www.linkedin.com/in/decivory/Follow our podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSign 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/newsletterSay hi on 👋Twitter: https://twitter.com/intercomLinkedIn: 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 #intercomSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.