435 episodes

On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.
Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
🏠 www.intercom.com

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Intercom

    • Technology
    • 4.6 • 72 Ratings

On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.
Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter
🏠 www.intercom.com

    Off Script: Reinventing customer service with AI

    Off Script: Reinventing customer service with AI

    Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.  




    You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y




    Follow the people:

    https://www.linkedin.com/in/eoghanmccabe/

    https://www.linkedin.com/in/fergalreid/




    Say hi 👋

    Twitter: https://twitter.com/intercom

    LinkedIn: https://www.linkedin.com/company/intercom/




    Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter




    www.intercom.com




    #customersupport #customerservice #intercom

    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

    • 27 min
    Unlocking customer service's strategic potential with AI

    Unlocking customer service's strategic potential with AI

    This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI.




    Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU




    😁 Follow the people:

    https://www.linkedin.com/in/anlopezm/

    https://www.linkedin.com/in/bobbystapleton/




    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

    🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

    💻 RSS Feed https://art19.com/shows/inside-intercom




    Newsletters:

    Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

    Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcast




    Say hi on 👋

    Twitter: https://twitter.com/intercom

    LinkedIn: https://www.linkedin.com/company/intercom/

    Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




    🏠 www.intercom.com

    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

    • 17 min
    Shep Hyken on getting ahead of the competition with exceptional CX

    Shep Hyken on getting ahead of the competition with exceptional CX

    Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience.




    Watch this episode on YouTube: https://www.youtube.com/watch?v=dOIYgZ2rRrk




    😁 Follow the people:

    https://www.linkedin.com/in/decivory/

    https://www.linkedin.com/in/shephyken/




    Newsletters:

    Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter




    Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcast




    Say hi on 👋

    Twitter: https://twitter.com/intercom




    LinkedIn: https://www.linkedin.com/company/intercom/




    Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




    🏠 www.intercom.com

    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

    • 37 min
    Evolving your support org to thrive in the AI era

    Evolving your support org to thrive in the AI era

    Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full advantage of the opportunities AI has to offer.




    Watch this episode on YouTube: https://www.youtube.com/watch?v=4MznUEXiwzQ




    😁 Follow the people:

    https://www.linkedin.com/in/ruthieob/

    https://www.linkedin.com/in/decivory/




    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

    🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

    💻 RSS Feed https://art19.com/shows/inside-intercom




    Newsletters:




    Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter




    Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

    https://inter.com/productpodcast




    Say hi on 👋




    Twitter: https://twitter.com/intercom




    LinkedIn: https://www.linkedin.com/company/intercom/




    Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




    🏠 www.intercom.com

    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

    • 31 min
    Mapping out the first 90 days with AI-first Customer Service

    Mapping out the first 90 days with AI-first Customer Service

    This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way.




    Watch this episode on YouTube: https://www.youtube.com/watch?v=sgJvV4diKNo




    😁 Follow the people:

    https://www.linkedin.com/in/anlopezm/

    https://www.linkedin.com/in/bobbystapleton/




    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

    🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

    💻 RSS Feed https://art19.com/shows/inside-intercom




    Newsletters:




    Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter




    Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

    https://inter.com/productpodcast




    Say hi on 👋




    Twitter: https://twitter.com/intercom




    LinkedIn: https://www.linkedin.com/company/intercom/




    Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot




    🏠 www.intercom.com

    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

    • 16 min
    Off Script: Into the future with AI-first Customer Service

    Off Script: Into the future with AI-first Customer Service

    Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality.




    You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm




    Follow the people:

    https://www.linkedin.com/in/eoghanmccabe/

    https://www.linkedin.com/in/pauladams/




    Say hi 👋

    Twitter: https://twitter.com/intercom

    LinkedIn: https://www.linkedin.com/company/intercom/




    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

    🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

    💻 RSS Feed https://art19.com/shows/inside-intercom




    Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter




    🏠 www.intercom.com




    #customersupport #customerservice #intercom

    See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

    • 23 min

Customer Reviews

4.6 out of 5
72 Ratings

72 Ratings

malfoxley ,

Great show!

The host of the Inside Intercom podcast highlights all aspects of product management, design and more in this can’t miss podcast! The host and expert guests offer insightful advice and information that is helpful to anyone that listens!

sbflewis ,

Hit subscribe! 👆

Listen, this is a fantastic podcast. I use it to keep tabs on what’s happening in the SaaS/tech world. Generally enjoyable. Thanks, Intercom folks!

Marc Beinder ,

One of my favorites

As I continue to develop my first SaaS product, Inside Intercom continues to inspire me to try new things! Love it!

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