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

A day in the life of a support knowledge manager

In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI tools to improve the knowledge base. Beth also discusses the future of knowledge management in an AI-driven environment and offers advice for those looking to pursue a career in this field.Watch this episode on YouTube: https://www.youtube.com/watch?v=oFjQ0JfazOM😁 Follow the people:https://www.linkedin.com/in/beth-ann-sher/https://www.linkedin.com/in/fred-w-06a41814a/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.

Defining and evaluating a remarkable customer experience

In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey are Bobby Stapleton, Senior Director, Human Support and Declan Ivory, VP, Customer Support to discuss the key findings including the importance of problem ownership, where customers value companies that take ownership of their issues and work towards resolving them. The conversation also touches on the role of AI in delivering a remarkable experience and the need for continuous improvement and measurement of customer experience.Watch this episode on YouTube: https://www.youtube.com/watch?v=cXv3JpKU71cFollow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/lynseyduncan/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.

Off Script: Better, faster, cheaper

Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from personal, local interactions to global call centers and digital channels, she explains how AI can handle simpler queries swiftly, freeing human agents for complex issues. AI has the potential to revolutionize service economics, enabling businesses to provide high-quality, cost-effective support – hinting at a future where AI-driven customer service enhances satisfaction, efficiency, and profitability for businesses of all sizes.Follow the people:https://www.linkedin.com/in/eoghanmccabe/https://x.com/eoghanhttps://www.linkedin.com/in/archana-agrawal/Follow Intercom:Twitter: https://x.com/intercomLinkedIn: https://www.linkedin.com/company/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/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://intercomonproduct.substack.com/Get a free trial of Fin, our breakthrough AI Agent and AI Copilot, here: https://www.intercom.com/finhttps://www.intercom.com/Copilotwww.intercom.com#customerservice #Customersupport #aiinsightsSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Dovetail's Serena Chan on why customer research is a crucial part of your support strategy

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.

Strategies for getting executive buy-in to adopt AI-first CS

Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail.Watch this episode on YouTube: 😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/constantina-samara-237978146/https://www.linkedin.com/in/patbarlow98/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.