Intercom

“Yeah, but does it work?” “What about the customer experience?” “Is it safe?” “What about quality control?” “Can I trust these AI agents?” Find your answers at intercom.com/fin

😱 Haunted House for Customer Support Agents 😱 💀 The Password Reset Loop – you reset a password, but the customer forgets it immediately and asks you to reset it again, forever. 😰 The Unsolvable Issue – you have to solve confusing issues over and over again, with no documentation or help in sight. 🤖 The Broken Chatbot – only sends irrelevant answers and won’t transfer to a human, ever. 🫣 The Endless Queue of Tickets – the number of new support tickets keeps rising no matter how fast you close them. 😈 The Unread Knowledge Base – filled with outdated or missing articles and every time you click into an article for help, the pages are blank or in a language you can’t read. 😭 Endless Hold Music – whichever variation you thought of first is what you hear. Forever.

Earlier this month we unveiled Fin 2. And, while we want to tell you all about how it's going to be a game-changer for businesses across industries... We think you should hear it from the customer support pioneers that have been leading the way.

What’s your most overused emoji in customer interactions? We’ll go first: ✔️

Next Wednesday :)

🛑 Are you ready for Black Friday + Cyber Monday Support Madness? 🛑 Black Friday and Cyber Monday are around the corner, and customer support teams are gearing up for the busiest days of the year. With so many customers reaching out at once, many teams are looking (praying) for a solution to deliver faster responses, fewer headaches, and happier customers. For some, AI is the go-to solution for handling the chaos. We want to know: Is AI part of the plan to support your customers this year? If so, is your plan different from your experience last year? If you 𝙖𝙧𝙚 using AI, leave a comment with your top tips for making sure your AI agent is set up for success as we go into this unique period for customer support! 👇

If you had to describe the essence of great customer service in 3 words, which words would you use? After a recent episode of Intercom’s podcast, The Ticket, Bobby S. asked author Robert Richman this question, and his answers might surprise you – but not after you hear his explanation. The full episode with Rob is well worth a listen – you can check it out wherever you get your podcasts!

Need to get buy-in on AI? Here’s the go-to advice from an expert for getting that greenlight. For leadership, it’s all about ROI 📈 How will AI improve efficiency and reduce costs? For your team, the focus is on reassurance 🔐 How will it help them do more of what they love, without threatening their roles? Striking this balance is difficult – AND crucial. In this instalment of The Ticket, Intercom’s newsletter for CS leaders, Ruth delivers practical advice for how to make AI a win-win for everyone. Read it here 👇

my love language is organizing chaos into a searchable, well-documented knowledge base through regular content audits – what about you?

💡 Tuesday food for thought courtesy of Des Traynor: It used to be the case that customer feedback was a game of triage. Not anymore. Now, with AI capabilities, businesses have the ability to not only listen to everything – but to remember everything they’ve ever heard. What will that mean for the customer experience?