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In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He talks with Intercom VP of Customer Support Declan Ivory about how generative AI is reshaping customer interactions, the emergence of new roles within customer service teams, and the importance […]
We’ve spoken a lot about preparing your support team for a new way of doing customer service with AI, but what about preparing your customers for a new way of receiving customer support? According to a recent Gartner survey, 64% of customers would prefer it if a business didn’t use AI for customer service. The […]
You satisfy your customers, but can you satisfy our curiosity? With Sam Barrett, Head of Customer Experience at Runna. Please tell us a little bit about your company and what you do there.I’m Sam, Head of Customer Experience at Runna. We’re a running training platform that aims to make running easy, enjoyable, and effective for […]
AI is kind of a big deal, we can all agree. But how revolutionary is it, really? Discussions about AI often lie in the extremes – from utopian promises to doomsday scenarios. But let’s face it: we’re famously terrible at predicting the future, and there are plenty of pressing questions to tackle in the present. […]
Today, we’re excited to share Intercom’s latest guide – The New Economics of Customer Service. In this guide, we unpack how AI enables support teams to offer high-quality support at scale, in an efficient and cost-effective way. ⚡️ Ready to dive straight in and learn how AI broke the linear customer service growth model? Grab […]
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In this episode of The Ticket, John Rossman joins us to discuss the concept of “Big Bet Leadership”. Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, talks about his theory with Bobby Stapleton, Our Senior Director of Human Support. “Big Bet Leadership” involves emphasizing the importance of making […]
The holidays are coming, and for consumer-facing businesses, that often results in a huge tide of shoppers turning to your support team for help. How can you get on top of high conversation volumes, and still provide speedy, personal support during the busiest times of the year? It’s an easy answer: bring in AI. In […]
If you do your job too well, you’re simply going to make everyone else look bad by comparison. Instead of earning yourself the praise you deserve, you actually just wind up putting a target on your back while everyone quietly wishes you’d just disappear and stop making all of their jobs harder by setting the […]
You satisfy your customers, but can you satisfy our curiosity? With Victor Salinas, Head of Customer Success at VMetrix. Please tell us a little bit about your company and what you do there.VMetrix is a software as a service (SaaS) platform designed for financial institutions that allows them to manage investments, risks, and treasury operations […]