Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for: AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets. AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things. AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom believes there's a new way to do customer service.
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Now, you can deliver world-class support at any scale. It's all possible with our industry-leading Business Messenger and the new Conversational Support Funnel.
Last week, 45% of you agreed that a poor service experience was the biggest reason why customers leave negative reviews. And while poor service is enough to make anyone frustrated – this week we’re focusing on how to bring the temperature 𝐝𝐨𝐰𝐧 🌡↓ SO… What makes customers go from 😡🤬 to 🪷🧘? Let us know your thoughts in the comments, or if your answer isn’t listed!
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⏳ "This technology isn't going away, and it's only going to get better and better. So now is the time to jump on it and get going." As more customers get used to the speed and accuracy of AI for customer support, it will become much easier to spot when a company 𝒊𝒔𝒏'𝒕 using it. And knowing how smooth and efficient AI can be – they're likely to be disappointed. The best time to implement AI for customer service was yesterday; the second best time is today. Ruth and Leanne discuss this in a recent episode of The Ticket podcast 👇
On our last Built For You broadcast we heard some incredible stats from AppFolio's Guneet Singh, XMP about their experience with AI-first customer service: → More than 1/3 of their support interactions are handled autonomously → 3 out of 5 customers see their issues resolved on first contact → 93% of customers report satisfaction 🤯 We're back with another Built For You broadcast in September, where we'll pull back the curtain and unveil more tools to help your team, taking the next step towards making exceptional service the norm. Watching is free and easy. No required registration. No hoops to jump through. Just click "Attend" for a reminder and on-demand options. 👉 inter.com/bfy-sep 👈
Look out, we have officially entered our teenage era ✨ Intercom recently turned 13 and celebrated in style... cabana style. 😎⛱️🍹 From live music and ice cream in Dublin to foosball in London, caricatures in Chicago, juice bars and polaroids in Sydney, and card magic in San Francisco – our birthday parties had it all, and then some! Happy birthday, us 🎂
nobody will remember: - your salary - how “busy you were” - how many hours you worked people will remember: - that one time they had a pressing issue and it was after hours but they went on your website to contact support anyway and your AI customer service agent solved the problem for them immediately because it’s always on and that’s what it does 🤖
“We're humans too. We don’t want your system to be broken. We want you to succeed with our product.” A great reminder from our latest Response Time guest, Samuel Miller, Support Operations Manager at Dental Intelligence Inc. In this issue, Sam highlights the value of listening to your teammates on the frontlines, the importance of assuming positive intent, and explains why we should de-escalate our use of the word, “escalate” Click through for more of Sam’s interview – and get the full experience on the Intercom blog (🔗 on the last slide)
The updates keep coming! Join us on September 11th for our next Built For You live broadcast – the monthly series where we take you through Intercom’s latest product innovations and give you a peek behind the curtain to see what’s coming next. As usual, this one’s packed with game-changing innovations that make your life easier and your customers happier. Think Tickets, Workflows, Phone, and Reporting, all syncing effortlessly. Plus, we’ll be dropping another major update to Fin AI Agent 👀 You’ll hear directly from: 🎙️ Eoghan McCabe - CEO & Founder, Intercom 🎙️ Kyle Rocco - Senior Director of Product Marketing, Intercom 🎙️ Olivia Singarella - Senior Product Marketing Manager, Intercom Watching is easy—just click "Attend" for a reminder and on-demand access. It’s that simple. It’s not just about keeping up; it’s about setting the pace. See you on the 11th 🏃