Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from Intercom Co-founder and CEO Eoghan McCabe, Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and renowned industry analyst Benedict Evans. We also hear from Intercom customers Natalie Hurst from Nuuly, Constantina Samara from Synthesia, and Angelo Livanos from Lightspeed Commerce, who share the results they're already seeing from Intercom's Fin AI Agent.

To check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/

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Meet the world's most advanced AI agent for customer service: Fin 2.

This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver human-quality service to your customers.

Learn all about it here: https://www.intercom.com/support-for-customers/ai-agent

Watch this episode along with other Pioneer conversations here: https://events.intercom.com/pioneer-2024/

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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.

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This week on the podcast, members of our Engineering and Product Design teams discuss the principles that help us shape the solution and build in small steps. Group Engineering Manager, Levent Ali, explains how engineers should be taking ownership of the solution and Principle Product Engineer, Aidan Lynch, talks about how delivering changes in a series of small, easy-to-understand steps speeds up product development and delivers value to customers more quickly.

You can read transcripts of today's discussions here:

Shaping the solution: https://www.intercom.com/blog/intercom-product-principles-shape-the-solution/

Building in small steps: https://www.intercom.com/blog/intercom-product-principles-build-in-small-steps/

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Geocodio Co-Founder and author of Deploy Empathy: A practical guide to interviewing customers Michele Hansen joins us to talk about all things customer interviews – how, when and who to interview; what to do with the results; and specific tactics to get the most out of it.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Emojis. We use them to add richness to online conversations, emphasize a point, and even create a sense of rapport with customers. On today's episode we're joined by Keith Broni, Editor in Chief at Emojipedia, Leslie O'Flahavan, writing trainer and coach and E-WRITE founder, Tomoko Yokoi, researcher and advisor in digital transformations at the IMD Business School in Switzerland and Karen Church, Intercom VP of Research & Data Science where together, they’ll talk about the evolution of emojis, recent trends in business messaging, and how organizations can use emojis to build better relationships with their customers.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode of Intercom on Product, Des Traynor, Co founder and Chief Strategy Officer, and Paul Adams, Chief Product Officer, sit down with our Director of Machine Learning, Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years.

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Following engineering stints at Google, Pulse and Medium – as both an IC and tech lead – Jean Hsu stepped away from the codebase to help coach others on how to navigate their own transition into management. In this conversation from our archives, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the leadership voids she sees in today's tech landscape.

Jean is now VP of Engineering at Range.

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In this disinformation age, troll farms, fake news, and hate speech run amok – and the truth is harder and harder to spot. Can content moderation help us protect online communities from its consequences? This week we're joined by Kinzen’s CEO Mark Little to talk about the evolution of journalism, the rise of misinformation, and what we can do to protect online communities from harmful content.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Today's guest is Sarah Dayan - a staff engineer at Algolia, a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API. Intercom Principle Engineer Brian Scanlan sat down to chat with Sarah about the many nuances, proficiencies, and expectations of a staff plus engineer role.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Janelle Estes is the author of User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences. In this episode, we sat down with Janelle to talk about the power of human insight, how to scale it throughout your organization, and its role in creating a culture of customer empathy.

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This week on the show, listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly. Intercom Staff Product Engineer Waheed El Miladi and Principle Product Designer Gustavs Cirulis join us to discuss how technical conservatism helps Intercom scale faster and how focusing on connected, modular systems help us address the right questions right away, increasing efficiency and reducing costs.

You can read about these principles complete with diagrams here:

https://www.intercom.com/blog/intercom-product-principles-be-technically-conservative/

https://www.intercom.com/blog/intercoms-product-principles-connected-modular-systems/

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In today’s episode, we sat down with Intercom VP EMEA of Sales Sanj Bhayro to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

We're hiring: https://www.intercom.com/careers

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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:

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https://inter.com/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

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Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

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This month, we have passed the three million download mark for the podcast, and to celebrate this milestone, we've dived into the archive to bring you highlights from three of our most popular episodes:

• Rachel Hepworth, at the time the head of growth marketing at Slack, talks about starting a growth marketing team at a startup that had long relied on word of mouth for its growth;
• Andrew Chen, general partner at Andreessen Horowitz, chats about the changing landscape of customer acquisition, his “Law of Shitty Clickthroughs” and its effect on growth channels, and what we can learn from Dropbox and Uber;
• Intercom co-founder and Chief Strategy Officer Des Traynor and Chief Product Officer Paul Adams talk about our product principles.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom Chief Revenue Officer Leandra Fishman sat down to chat with Stripe's Head of Strategic Accounts for the Americas James Dyett - about the how of sales, building long-term partnerships through a customer-centric approach, and, speaking of partnerships, the launch of Intercom’s integration in the new Stripe App Marketplace, furthering our shared commitment to offer personalized, in-context support.

Find out more about our Stripe integration here: https://www.intercom.com/blog/announcing-stripes-new-intercom-integration/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

For years, accessibility has hardly been a priority in the tech industry. But companies are finally starting to realize that designing services for all is a move where everyone wins. In today’s episode, we chat with Stark's CEO Cat Noone about building accessible products and the importance of software that doesn’t exclude by design.

You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/starks-ceo-cat-noone-on-designing-accessible-products/

You can listen to our own story of accessibility with the Intercom Messenger Notification sound here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/

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We sat down to talk to forms specialist Caroline Jarrett about her seven-step process for designing, running and reporting considerate surveys that get results and don’t bombard customers all the time.

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The typical software selling strategy is dead. In a market where there is less and less time to influence customers’ decisions, can customer marketing help companies get ahead? In today’s episode, we chat with G2's CMO Amanda Malko about the trends she’s seeing in the industry, and how they’re affecting the way businesses operate.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

To celebrate this year’s Pride, we're sharing the experiences of our peers in the LGBTQI+ community, and their thoughts on allyship, advocacy, and finding spaces where they can truly be themselves.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Software only becomes valuable when it's delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently. On today's episode you’ll hear from Intercom product designer Charlotte Sferruzza about the importance of following design fundamentals and how it leaves space for innovation and engineering manager Martha Moniz on building better solutions by keeping it simple.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them. On this episode Elizabeth Dixon, author of The Power of Customer Experience: 5 Elements To Make An Impact, joins us to discuss.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on the podcast we've brought together experts in customer support and quality assurance to discuss how support quality impacts various aspects of their businesses. Join Martin Kõiva, Founder & CEO of Klaus, Macrina Sheridan, Director of Global Frontline Support at Aircall and Declan Ivory, VP of Customer Support, Intercom as they dig into key takeaways from this year’s 2022 Customer Service Quality Benchmark Report, and what it means for support teams across different industries.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies.

Watch this episode on YouTube: https://youtu.be/H_TL2PAXg3k?si=0_hpqfKvuXZ-y626

😁 Follow the people:

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/decivory/

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https://www.linkedin.com/in/ben-peak-1359b271/

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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/newsletter

Sign 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/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

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In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on Inside Intercom, you’ll hear from Emmet Connolly, our VP of Design, as he explores what our principles mean to us and how they’ve helped us get where we are. You’ll also meet Karen Church, Intercom’s VP of Research & Data Science, and hear her take on our “deliver outcomes” principle – one of the foundational beliefs that drives the work of our R&D team here at Intercom.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom's Chief Marketing Officer Anna Griffin chats with HubSpot's CEO Yamini Rangan about customer engagement, the Flywheel approach, and how it helps organizations gain momentum by delivering a remarkable customer experience.

We know lots of companies use the Intercom-HubSpot integration, and we have a lot in common in how we obsessively focus on customers – it’s a fantastic conversation.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The invention of the telephone revolutionized the way businesses interacted with their customers. With Intercom Switch, we want to take it even further. And so, to celebrate our new product, we thought we’d take you on a quick tour into the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music; from the dawn of call centers to personalized support at scale.

Learn more about Switch here: https://www.intercom.com/switch

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this archive episode, Hana Abaza, Director of Global Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week we're joined by Oracle's GVP of Customer Success & Renewals Catherine Blackmore for a discussion on the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way.

You'll find a transcript of the show here: https://www.intercom.com/blog/podcasts/oracles-catherine-blackmore-on-the-evolution-of-customer-success/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

A whistle-stop tour into the history of surveys - from the first mentions in the ancient worlds to the effortless, ubiquitous version we have today.

Find out more about Intercom Surveys here

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The future of internet business is ongoing customer engagement. In this episode, we bring highlights from our first-ever global virtual launch event - New at Intercom, and reveal the game-changing products that will transform your business.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

There’s more to being a product evangelist than just advocating for a product. Amplitude Product Evangelist John Cutler believes focusing on the work culture and systems surrounding the R&D org is just as important and he joins us on todays episode to chat with Intercom Product Manager Mathew Cropper.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It’s been over a century since the female suffrage movement and the struggle for equal pay and better working conditions sparked the wave that would lead us here. Today, we celebrate women everywhere.

In this special Inside Intercom episode, we invited people from all over the company to send us a voice note about an inspiring woman who broke the bias. And to celebrate International Women's Day, we wanted to share some of those messages with you.

You might also enjoy our past episode that asks how do we feel about being called ‘women in tech’?

You can listen to that episode here: https://www.intercom.com/blog/podcasts/women-in-tech/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders looking to boost team performance.

Watch this episode on YouTube: https://www.youtube.com/watch?v=97F1WQWSM3U

😁 Follow the people:

https://www.linkedin.com/in/ruthieob/

https://www.linkedin.com/in/leanneharte/

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/newsletter

Sign 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/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

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User onboarding is not a quick product tour or welcome email. It starts before the users sign up, and it doesn't quite end after they convert. So, what is it, and more importantly, how do you get it right? Growth marketing expert Ramli John joins us to discuss.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our recently published Customer Support Trends Report for 2022 a significant 64% of support leaders say their team have felt “burned out” in the past 12 months. Companies that focus on their wellbeing will be the ones to thrive. That's why this week on Inside Intercom we spoke to wellbeing coach Marilyn Suttle about wellbeing practices in and outside the workplace and how to restore good feelings after dealing with stressful situations.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We know “mojo” is not your typical marketing jargon, and it’s not often thrown around in a business setting, but that’s exactly what today’s guest Velocity Co-founder Doug Kessler says we’re missing. We sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We’ve brought together customer support experts for a discussion on the trends transforming support and their plan to tackle them.

Joining us are Adrian Swinscoe, CX advisor, author, and speaker, Ruth O'Brien, Senior Manager of Customer Support at Intercom and Shawn Carter, Customer Care Team lead at Aircall.

Read The Intercom Customer Support Trends Report 2022 here: https://www.intercom.com/blog/customer-support-trends-report-2022/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week, we had the pleasure of chatting with CX and marketing expert Jay Baer about engaging with your customers, the wonders of worth-of-mouth marketing, and how to create stories that turn your customers into your own marketing department.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The phrase “women in tech” has become a catch-all, used to describe everything from the problem, to the solution, to the community. But what does it mean for the women working at Intercom?

On this episode we spoke to our colleagues Niamh O'Connor, Brand Editor, Nidhi Kamat, Product Manager, Lily Beauvilliers, Product Engineer, Nadine Mansour, Product Manager and Lu Borko, R&D Operations Manager to hear their reflections on the movement and what the term “women in tech” means for them.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down? Intercom co-founder and CSO Des Traynor and Intercom SVP of Product, Paul Adams explain how to speed back up when momentum drops.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The future of data analysis isn’t an architecture diagram or business leaders looking at dashboards – it’s building an experience, and a very exciting one at that. This week on Inside Intercom, we had the pleasure of chatting with Benn Stancil, Chief Analytics Officer and Founder of Mode, about the modern data stack and how data can – and more importantly, should – be used to drive growth.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As more and more data gets stored in the cloud, proving that you can protect your customers’ data is not just a nice-to-have – it’s essential. In this episode we sit down to talk with aerospace engineer turned entrepreneur - Adam Markowitz, CEO of Drata. We talk about the SOC 2 framework, how to create a culture of security from scratch and how automation is key to turning a headache into a smooth operation.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring:

Karen Peacock, Intercom CEO

Hubert Palan, founder and CEO of Productboard

Amanda Renteria, CEO for Code for America

Zanade Mann, founder of Black Women's Business Collective

Janeen Uzzell, COO for Wikimedia Foundation

Farhan Virji, Vice President of Customer Happiness at Later

Will Larson, CTO of Calm

Maggie Hott, Director of Sales at Webflow

Des Traynor, Co-founder and CTO of Intercom

Paul Adams, SVP of Product at Intercom

Thank you all for listening over this past year – we hope you enjoy this episode and we'll see you in 2022. 

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service.

Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw

😁 Follow the people:

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/olivia-witte-singarella-66458b33/

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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/newsletter

Sign 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/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Software may be eating the world, but building and scaling products is still quite a challenge. So how do you get past the awkward “cold start problem” of zero users and build the networks that make your product thrive? Andrew Chen, partner at Andreessen Horowitz and author of The Cold Start Problem, joins Intercom Co-Founder and CSO Des Traynor to discuss.

You can also listen to Andrew's previous outing on Inside Intercom here: https://www.intercom.com/blog/podcasts/andrew-chen-on-growth/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Sound plays a considerable role in determining whether a product experience is good or not. This week on Inside Intercom, you’ll hear from our Senior Director of Product Design Emmet Connolly, Product Engineer Sam Murray, and Customer Support Specialist Robert Dunleavy on how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick.

Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here.

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We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen. 

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.