Intercom

It’s here! Fin AI Copilot is now available to all intercom customers. If you didn’t catch the announcement, rewatch it here 📽️ Best of all, Fin AI Copilot will be available FOR FREE, on every single Intercom plan! As an AI-first platform, we believe tools like Fin AI Copilot should be a part of every agent’s workflows, with free limited usage every month. For unlimited usage, Copilot can be purchased as a per seat add-on for $35/agent/month or ($29/agent/month when paid annually). But that wasn’t all we had in store… 🔹 Fin AI Agent is now available over email 🔹 We announced a new centralized knowledge management system, the Knowledge Hub 🔹 And Gunnet Singh, Vice President of Customer Experience & Care at AppFolio shared his story The journey to the future of customer service continues - we’ll see you in the comments! #customersupport #customerservice #cx

"After 30 days, what was most surprising about implementing a customer support AI chatbot?" According to Bobby S., the benefits go beyond the basics of helping customers reset passwords or schedule appointments. Way beyond. From synthesizing information in creative ways to laying out a tactical guide for improving the knowledge base and help center — the AI-agent ultimately helped to unlock the strategic potential of customer service. That's a pretty impressive first month on the job.

💡 We've all been there: a technical glitch, a billing issue, or something else entirely—and reaching out to customer support is your best option. But now you've got a decision to make. How do you reach out? There are multiple options, from the personal touch of a phone call to the convenience of live chat. Each channel has its own strengths, and each person has their own preferences! SO, as the experts who are usually on the other side of a customer support request, we want to know: Which channel do 𝗬𝗢𝗨 prefer using to resolve issues? And let us know the reasons for your choice in the comments below!

Busy schedule? We get it. Time is a scarce resource — especially in customer support. So in the interest of saving time, we'll get to the point: Intercom Academy has curated 4 quick-win courses you can complete in under 10 minutes (total) that will save your team hours. Small tweaks ➡︎ big wins. Better experiences for your customers. Better experiences for your team. Win-win. 👉 https://inter.com/wins

🎭 🏰 AI is fueling a Renaissance in customer support, and not just as a chatbot. While it 𝐢𝐬 true that AI-agents are handling more customer interactions – there are other, significant transformations happening behind the scenes ✨ As AI becomes more integral, new roles and opportunities are emerging, and traditional roles are evolving with elevated responsibilities and importance. These shifts are beginning to change the organizational structure of customer support departments. Listen as Ruth O'Brien talks about the evolution of customer support roles 👇 (🗣️ And a special shout out to our own Beth-Ann Sher) #custserv #customerservice #customersupport #cx

“Empathy, context, patience.” That’s how Scott Donnelly from SiteMinder described the essence of great customer service using only three words in the latest edition of Response Time. This must-read installment delivers indispensable advice for finding success in the customer service industry, critical reminders to maintain an empathetic perspective, and… multiple Radiohead references 👀 Click through to see what else Scott had to say – and read the full interview on the Intercom blog (🔗 on the last slide)

SCENARIO: You’re working the inbox when a customer reaches out with a unique and fairly complicated issue. You know an answer exists, but you’re not quite sure on the specifics. So you get to work – Conventional process: ◆ Spend time checking 8 or 9 different content sources for question verification ◆ “𝘐’𝘮 90% 𝘴𝘶𝘳𝘦 𝘵𝘩𝘪𝘴 𝘪𝘴 𝘩𝘰𝘸 𝘪𝘵 𝘸𝘰𝘳𝘬𝘴… 𝘣𝘶𝘵 𝘩𝘢𝘴 𝘴𝘰𝘮𝘦𝘵𝘩𝘪𝘯𝘨 𝘤𝘩𝘢𝘯𝘨𝘦𝘥 𝘳𝘦𝘤𝘦𝘯𝘵𝘭𝘺…?” ◆ Send a response feeling 😅 (with a side of 😬) Process with an AI Copilot: ◆ Ask AI Copilot the question, and get an instant answer based on the latest documentation ◆ Combine your expertise with AI Copilot’s answer, adding the human touch and expediting the entire process ◆ Send a response feeling 😁 “It’s going to synthesize things across all of these different content sources. It might even offer you a new answer that you hadn’t even been thinking of!” – Bobby S. Less time. Less stress. More confidence. #customersupport #customerservice #cx #custserv

Every customer-centric team knows empathy isn't just a nice-to-have; it's the secret sauce that turns difficult interactions into memorable experiences and opportunities for connection – and like any secret sauce, it’s made up of different ingredients. Empathy is a complex ability comprising dozens of microskills that can be tough to juggle day in and day out. It goes beyond good intentions; it’s an art form, a crucial component that can make or break a customer interaction. Bobby S. even called it a "superpower" in The Ticket this week: https://inter.com/empathy Customer service and support teams practice empathy more than most, and we want to tap into your expertise – what do you find to be the hardest empathy skill to master? Unfortunately we can only include four options. So if an answer isn’t listed, shout it out in the comments! 🗣️

In the latest edition of The Ticket (Intercom's newsletter for CS leaders) Bobby S. reveals the secret to what shapes people’s 𝒓𝒆𝒂𝒍 experience of a brand. HINT: it’s not the brand’s website or an ad. It’s the customer service team. And, while not 𝒆𝒗𝒆𝒓𝒚 customer interaction turns into a meaningful moment, the exchanges that involve a deeper connection always create the most memorable customer experiences. And, it turns out, customer support professionals are better able to connect with customers when they have the autonomy to show up as themselves and handle conversations as individuals. This week, we're diving into different ways teams can promote this approach. 👇 Read the newsletter now, and join the 17,000+ other customer service champions who subscribe to The Ticket 🎟️✨ #custserv #customerservice #customersupport #cx

“What do you wish you had known 𝙗𝙚𝙛𝙤𝙧𝙚 rolling out an AI customer service agent?” Recently, we came across a similar question in the Support Driven community, and the responses were a goldmine of advice for new users and seasoned experts alike. While rolling out a new support solution (especially an AI solution) to your customers can be daunting, there’s a community of people who have been there and are happy to help you navigate the journey with confidence. 🗣️ A special shout out to Hannah Nordlund, Robert Cabral, Samuel Miller, and Laura Bedoya for sharing their insights and experience 👇 #custserv #customerservice #customersupport #cx