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

Nah, yeah – Melbourne you were A1 🇦🇺 Last week, we had a full room and an amazing time diving into the Future of AI and its impact on customer support. A huge thanks to everyone who joined us and engaged in the discussion. 🗣️ A special shout for Jared Ellis from Culture Amp and Tom Pemberton from Linktree for sharing their experiences, and to Nat F. for facilitating the panel. We’re also being told that the team from Sydney brought the sunshine with them 𝙨𝙥𝙚𝙘𝙞𝙛𝙞𝙘𝙖𝙡𝙡𝙮 to match the cover slide branding with the sunset (photo 4) – talk about going the extra mile!

This is your weekly reminder that AI isn't happening 𝑻𝑶 customer support teams – it's happening 𝙁𝙊𝙍 them. But, sometimes we can't help but get a little teary-eyed thinking about all the tasks AI is doing 𝙁𝙊𝙍 these teams. 😢 You know, the soon-to-be relics of a bygone era: ➣ The tedious, repetitive (boring) FAQs – We'll miss ya (not). ➣ Support queues clogged with simple tasks – We sure had some times, didn't we? ➣ Cross-referencing multiple, disparate content sources for answers – Ah, the good old days. We're getting frustrated just thinking about them. What on earth will CS teams do now? Well, probably something like: ➢ Connect with customers to resolve more complex issues that require a human touch. ➢ Give customers the care and attention they need instead of moving through as many tasks as possible. ➢ Focus on more strategic and meaningful work that helps the long-term effectiveness of the team. What would you add?

"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! 🗣️