Intercom

The future of customer service is unfolding now, and it’s happening at Pioneer. At Pioneer, Intercom’s inaugural AI Customer Service Summit, we’re not just discussing possibilities; we’re demonstrating them. From practical insights to hands-on experiences, this event is for those who want to lead the industry forward. Attendees will go beyond the hype and see how AI is already transforming customer support to deliver results beyond human capability. Oh, and they’ll be among the first to see our groundbreaking next-gen AI agent, 𝗙𝗶𝗻 𝟮. Explore the agenda, discover the innovations shaping the industry, and join the customer service leaders who are shaping the future – including: Angelo Livanos, Natalie Hurst, Benedict Evans, Constantina Samara, Eoghan McCabe, Paul Adams, Des Traynor, Declan I., and Bobby S. – along with some special guests yet to be announced 👀 Register here 👉 https://inter.com/3AJjYdm 👈 And a special thanks to our partners: Scorebuddy, Assembled, The SaaSy People, BetterGrowth, and evaluagent®

We're excited to announce that renowned tech analyst Benedict Evans will join us at Pioneer–our AI customer service summit–on October 10th for a town hall Q&A session! We don’t get many opportunities to sit down with someone who 𝗮𝗰𝘁𝘂𝗮𝗹𝗹𝘆 knows what’s going on and can distill complex technological trends into clear, actionable insights. This is one of those opportunities. You’ll hear Benedict weigh in on a range of topics like: ➚ What does genuine transformational change in customer service look like? ➚ How will customer service teams evolve in the next 5-10 years? ➚ How do you separate the signal from the noise when it comes to AI? Register for the livestream and be a part of the conversation → https://inter.com/3Zy9SGT

"If you wrote a book about your experiences in customer service, what would the title be?" This is a question we like to ask support leaders in our breathtakingly bold and brainy Response Time interview series. Some of the recent answers were so good that we had to ask AI to show us what they would look like. So we present to you, a first-of-its-kind... 🌟 The Unwritten Customer Support Bestsellers List 🌟 featuring: 📚 𝚂𝚝𝚘𝚙 𝚃𝚊𝚔𝚒𝚗𝚐 𝙴𝚟𝚎𝚛𝚢𝚝𝚑𝚒𝚗𝚐 𝚂𝚘 𝙿𝚎𝚛𝚜𝚘𝚗𝚊𝚕𝚕𝚢 – Timeless advice by Laura Pacheco 📚 𝙰𝚝 𝚃𝚑𝚎 𝙵𝚛𝚘𝚗𝚝 𝙾𝚏 𝚃𝚑𝚎 𝚀𝚞𝚎𝚞𝚎 – A thriller(?) by Hilary L. 📚 𝙲𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝚜𝚎𝚛𝚟𝚒𝚌𝚎 𝚊𝚗𝚍 𝚁𝚊𝚍𝚒𝚘𝚑𝚎𝚊𝚍: 𝙷𝚘𝚠 𝙸 𝚠𝚎𝚗𝚝 𝚝𝚑𝚛𝚘𝚞𝚐𝚑 𝚖𝚢 𝚕𝚒𝚏𝚎 𝚘𝚗𝚕𝚢 𝚔𝚗𝚘𝚠𝚒𝚗𝚐 𝚕𝚘𝚝𝚜 𝚊𝚋𝚘𝚞𝚝 𝚝𝚠𝚘 𝚍𝚒𝚜𝚝𝚒𝚗𝚌𝚝 𝚝𝚑𝚒𝚗𝚐𝚜 𝚊𝚗𝚍 𝚜𝚘𝚖𝚎𝚑𝚘𝚠 𝚖𝚊𝚗𝚊𝚐𝚎𝚍 𝚝𝚘 𝚌𝚛𝚊𝚖 𝚋𝚘𝚝𝚑 𝚘𝚏 𝚝𝚑𝚎𝚖 𝚒𝚗𝚝𝚘 𝚝𝚑𝚒𝚜 𝟿𝟶𝟶-𝚙𝚊𝚐𝚎 𝚗𝚘𝚟𝚎𝚕 𝚝𝚑𝚊𝚝 𝚒𝚜 𝚗𝚘𝚝 𝚊𝚝 𝚊𝚕𝚕 𝚕𝚘𝚗𝚐-𝚠𝚒𝚗𝚍𝚎𝚍 𝚊𝚗𝚍 𝚜𝚝𝚛𝚊𝚗𝚐𝚎 – A memoir from Scott Donnelly (AI had a tough time with this title 😅) 📚 𝚃𝚑𝚎 𝙲𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝚂𝚞𝚙𝚙𝚘𝚛𝚝 𝙲𝚑𝚛𝚘𝚗𝚒𝚌𝚕𝚎𝚜 – A gripping saga by Steve T. (A series which actually already exists on Medium 👀) 📚 𝙲𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝚂𝚞𝚙𝚙𝚘𝚛𝚝: 𝙷𝚘𝚠 𝙰 𝚂𝚒𝚗𝚐𝚕𝚎 𝚃𝚎𝚊𝚖 𝙲𝚊𝚗 𝙲𝚑𝚊𝚗𝚐𝚎 𝚃𝚑𝚎 𝚃𝚛𝚊𝚓𝚎𝚌𝚝𝚘𝚛𝚢 𝙾𝚏 𝚈𝚘𝚞𝚛 𝙲𝚘𝚖𝚙𝚊𝚗𝚢 – A priceless breakthrough from Trevor Kimball 📚 𝚂𝚞𝚙𝚙𝚘𝚛𝚝 𝚂𝚑𝚎𝚗𝚊𝚗𝚒𝚐𝚊𝚗𝚜: 𝙵𝚞𝚗𝚗𝚢 𝚂𝚝𝚘𝚛𝚒𝚎𝚜 𝙵𝚛𝚘𝚖 𝚃𝚑𝚎 𝙲𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝚂𝚞𝚙𝚙𝚘𝚛𝚝 𝚁𝚎𝚊𝚕𝚖 – A collection from Christian Sokolowski 📚 𝙲𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝙿𝚞𝚛𝚙𝚘𝚜𝚎 – An instant classic from John Wisnieski 📚 𝙰𝚗𝚍 𝙷𝚎𝚛𝚎... 𝚆𝚎... 𝙶𝚘. – A motivational epic by Samuel Miller 📚 𝚃𝚑𝚎 𝙲𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝚂𝚎𝚛𝚟𝚒𝚌𝚎 𝙿𝚊𝚛𝚊𝚍𝚘𝚡: 𝙰𝚍𝚟𝚘𝚌𝚊𝚝𝚒𝚗𝚐 𝙵𝚘𝚛 𝙰 𝙿𝚛𝚘𝚍𝚞𝚌𝚝 𝚆𝚎 𝙾𝚗𝚕𝚢 𝙶𝚎𝚝 𝙲𝚘𝚖𝚙𝚕𝚊𝚒𝚗𝚝𝚜 𝙰𝚋𝚘𝚞𝚝 – A self-aware adventure from Lucía Achigar Unfortunately, we can't read these page-turners (yet), but you 𝙘𝙖𝙣 read the full interviews with the would-be authors at → inter*dot*com/responsetime

💡 Do you identify more with the title “customer support,” customer service,” “customer success,” or “customer experience,” – and why?

Do you ever look back at the last 5 years and think, “What the hell just happened? How did we get 𝒉𝒆𝒓𝒆?!” From late SaaS, Covid, and NFTs to the dawn of generative AI – a lot has changed in the past few years, but one thing is for certain: S̶h̶i̶t̶ This is getting real. At Pioneer on October 10, Des Traynor will walk through how AI went from possible to inevitable to certain. The open questions raised by the rise of AI are gradually getting answers - and those who embrace rather than resist will be the winners. Don’t miss it. Sign up to attend the free livestream today. 👉 https://inter.com/3Zy9SGT

In this week's edition of The Ticket (Intercom's newsletter for CS leaders), Ruth O'Brien addresses the crucial first step in implementing AI for customer service: team empowerment. Success hinges on more than just the tools, it's also about mindset. Preparation ➡︎ Confidence ➡︎ Success Here are 4 steps to help you get there 👇

“It’s about playing a crucial part in shaping a company’s future. And it’s an opportunity to give the customers a voice in your company.” An important reminder about the impact of customer service – and what Trevor Kimball, Support Team Manager at MultiTracks.com, wished people knew about working in the field. It's much more than simply "talking to customers". It can change the trajectory of your company 📈 Click through to see more from our latest Response Time guest – including the main event of the Customer Service Olympics, why Data from Star Trek would be the best AI sidekick, and the title of the next customer support bestseller. But don’t stop there. You can read the full interview (and all previous editions) on the Intercom blog!

It's Saturday, so let's have some fun – Explain "CSAT" poorly. We'll go first: It’s like a popularity contest, but you’re trying to impress angry people.

⏳ Where does your time 𝙧𝙚𝙖𝙡𝙡𝙮 go? ⌛ From juggling tasks, managing customers, and keeping the team on track, in customer support – it often feels like the clock is running faster than we are. But where does the bulk of our time really go? Is it handling repetitive questions, routing tickets to the right person, or escalating the tricky cases? 🤔 We’ve all got our own theories, but we're curious. What’s eating up most of your day? Let’s see where time gets sucked up the most – and if your answer isn't listed, let us know in the comments below! 👇

It's humans 𝙖𝙣𝙙 AI, NOT humans 𝙤𝙧 AI. Missed yesterday's Built For You broadcast? We've got you covered ✔️ Our latest innovations are bringing instant, AI answers to email – but that's not all. Improvements to the core products bring everything under one roof, and make it easier than ever for your human support team to effectively resolve complex issues– creating the strongest partnership between humans and AI yet. Oh, and we also announced Intercom's most ambitious event yet – Pioneer. On October 10th, you can expect exciting announcements, real-world customer success stories, and insights from the industry's leading experts. 👇 Get it all right here – and be sure to subscribe to never miss an update👇