Intercom

🌟 What's the #1 piece of advice you'd give to a new customer service rep? 🌟 Stepping into customer service can be overwhelming. There's so much to learn, so many possibilities for what you might encounter, and so many ways to grow. Imagine it’s your first day in a customer support role – what’s the one tip you wish someone had shared with you early on? It could be a mindset shift, a specific skill, or a reminder to stay grounded. Maybe it's a mantra. Whatever it is, your insights can make a huge impact on someone just starting out. So, if you could give one golden piece of advice, what would it be? If your advice isn't listed, or you want to get more specific – leave a comment!

everybody is fighting a battle you know nothing about for example i'm trying to explain to a customer that our AI 𝗰𝗮𝗻 handle complex calculations but can’t figure out why their custom integration created by “a guy named Dave" isn’t working

It’s a question that every customer service leader (and business leader) wants the answer to: “What big bet should we make in the age of AI?” On a recent episode of The Ticket podcast, Bobby sat down with John Rossman (who literally wrote the book on Big Bet Leadership) and asked him this exact question. Let’s just say that if you thought the last 25 years of digital transformation were wild – you’re going to want to hold onto your hat for the next 25. Watch John’s answer below and listen to their full conversation wherever you get your podcasts!

AI has broken the linear growth model, forever changing the economics of customer service. You no longer have to choose between speed, great customer experiences, and low costs. You can have all three – without adding headcount. AI-first customer service is flipping the script and turning support costs into lasting revenue gains, but there's also a price to delaying. Follow the URL on the last slide to download the full guide and learn how to determine the real ROI of AI for your team!

Just how valuable is customer service? Let's think about this in a different way... How valuable is it for your doctor to be able to connect, empathize, and build trust with you? In the latest episode of Off Script, Intercom's CEO and Co-Founder, Eoghan McCabe, goes deep into the importance of great customer service, and the possibilities of what it could look like in an AI-first world. You can watch the full video now on Intercom's YouTube channel!

🇲🇹 The Intercom team is on the ground at Day 1 of SiGMA World, bringing the ultimate AI agent for customer support to the premier gaming conference! If you’re in Malta, make sure to stop by booth #2073 to meet Fin. We’re also sponsoring the official Sigma networking drinks alongside our partners, Intuitive CX, this evening – we hope to see you there!

It’s been one month since Fin 2 was unveiled at Pioneer, setting a new standard in AI-driven support. Discover how the most advanced AI agent in customer service can help you deliver top-tier support, scale faster, and boost efficiency. This is what the future of customer support looks like.

🧠 Where do you go to get your customer support leadership news?

🗣️ Self-service support shouldn’t feel like a maze 🗣️ We've all been there. You're stuck in an app and can't find or figure out the thing you want. It's a simple question that shouldn’t require reaching out to support—so you take it upon yourself. But the help center is full of long, confusing articles, unhelpful FAQs, dated screenshots and videos, and information that's close but isn't 𝘲𝘶𝘪𝘵𝘦 what you need. It’s like you’re trying to find a needle in a haystack. In the dark. In a snowstorm. Your problem could be solved with just a few improvements. But what would make the biggest difference? Drop your thoughts and vote below—what matters most to 𝙮𝙤𝙪?👇

🎄 Ready for the holiday support rush? While the holiday season typically brings a well-deserved reprieve from the daily grind, customer service professionals will tell you there’s another side to the story. The spike in holiday-related shopping corresponds with a similar spike in support volume – and stress levels. But with Fin 2 and new AI features, you can breeze through rising conversation volumes without missing a beat! You’ll find tips to help you ensure customer support that is fast, personal, and stress-free this season in this edition of the Built For You newsletter. 👇 What are your biggest challenges during the holiday rush? And how do you plan to handle the holiday surge? Let’s discuss your strategies below!