Intercom

🎬 Don’t miss the sequel—Built For You 2 premieres June 27th! Last time, we had over 5k attendees and incredible chats in the live comments. Register now to be part of the action. What's in store? 🔹 Major updates for Fin AI Agent 🔹 The latest on Fin AI Copilot 🔹 Revealing the new way to manage your content 🔹 Learn how Copilot is transforming customer experiences The journey to the future of customer service continues.  Reserve your seat, grab your popcorn, and we’ll see you in the comments! #custserv #customerservice #customersupport #cx #builtforyou

"Humble yourself before you wreck yourself!" Sage advice from this week's Response Time guest John Wisnieski, Customer Success Operations Manager at ArcSite. In this volume (28 already 🤯), John shares insights on the essence of great customer service, the importance of listening, and why empathy trumps all. From the best celebrity for customer success to the quirks of CS jargon, it's a must-read! What's the one piece of advice John swears by? 👇 "Although the customer is 'always right,' sometimes they are not, and learning how to tactfully address that is key to success." Dive into the full interview over on the Intercom blog to learn more about John's unique perspective and productivity hacks. #custserv #customerservice #customersupport #cx

🎧 The right soundtrack can make all the difference when tackling a busy inbox. Whether it's the calming melodies of classical music, the steady beats of lo-fi, or the catchy bops of pop, music helps us stay focused, motivated, and in the zone. Drop your go-to genres in the poll and don't forget to tell us why in the comments. Plus, link your favorite playlists or tracks—we're always on the lookout for new work jams! #custserv #customerservice #customersupport #cx 

RB2B 2x’d its user base in the last 58 days but my support team is fielding 45% LESS inquiries thanks to one major change. WHAT CHANGED?! On May 15th, thanks to Intercom, our AI support agent started handling email replies. Before this, every support email required human attention, but not anymore. This simple yet powerful change saved us from handling an additional 493 tickets. At 15 minutes per ticket, that’s about 123 hours saved. Kudos, Intercom. ——— BACKGROUND I’m going to break the last 58 days into two 29 day periods. A “Before and After” if you will. ——— BEFORE From April 17th to May 14th RB2B’s accounts grew from 3987 to 6053. During that time, we handled 8,573 support instances. 9.3% of these (799) needed human intervention. ——— AFTER From May 15th to June 12th, our accounts grew again to 8185. We saw 10,039 support instances in that period. Only 4.4% of them (440) involved a human. That’s 45% fewer human-handled tickets, despite a 17% increase in support instances. ——— Fin for Email has now rolled out for everyone using Fin, Intercom's AI support agent. If you’re not using it yet, you’re missing out. The efficiency and time savings are game-changers. None of this would have been possible 12 months ago. Our team of 2 is able to act like a team 2 or 3 times its size. 12 months from now, our team of 2 is going to be acting like a team of 20. LFG!

Why wait for the future? On June 27th, we’re unveiling the latest advancements in our AI-first customer service platform live on LinkedIn. Experience firsthand the technology that will set a new standard in customer support. Grab your spot now at inter.com/bfy-jun #custserv #customerservice #customersupport #cx

That's a wrap on an amazing event in Berlin! The room was buzzing with energy as we dove into the new age of customer service. Huge thanks to everyone who joined us, including those who traveled from Munich and Lithuania! As always, the Q&A was the best part. Special shoutout to Kyle Rocco for sharing the origin of our AI chatbot, Fin's name—a story from Irish mythology about a young man who accidentally gains all the knowledge in the world. Our world tour's not done yet - if you're in Amsterdam come join us at Kimpton De Witt Amsterdam on Jun 20th. Check our LinkedIn events section to reserve a seat. #custserv #customerservice #customersupport #cx

The latest edition of The Ticket is here with a reminder: You control your customer experience, not AI. Are you feeling a bit uneasy about handing over the reins to AI in your customer support? You're not alone. Many leaders share this concern. In this edition, Ruth and Bobby discuss why you don't have to sacrifice control or quality, diving into how AI can actually enhance your connection with customers, not hinder it. From testing AI internally to involving your customers in the journey, they've got you covered with practical steps to confidently embrace AI without compromising your standards. Dive into this week's newsletter now, and join the 16,000+ other customer service champions who subscribe to The Ticket 🎟️✨ #custserv #customerservice #customersupport #cx

We came across an interesting story in the Support Driven community this week. A member noticed a drop in their CSAT survey response rates since introducing an AI Agent to their support process. Alongside this, the number of 'Amazing' and 'Good' ratings is declining, while the number of negative ratings are staying flat. Here's their hypothesis: Customers want to reward humans with positive ratings, but they don't care about the bots and so don't do the same for those conversations. Whereas if something has gone wrong, they will always take the chance to tell you, bot or not. So what do you think? There's a simplified poll below, but the real conversation will be in the comments. #custserv #customerservice #customersupport #cx

Writing content that's user-friendly and optimized for use by your AI support agent can be tricky. Here's exactly how I'm doing it. I created a custom GPT tailored specifically to my needs at RB2B. It has been a game-changer. It simplifies complex information into digestible content for our users. It formats and structures content to improve AI comprehension and response accuracy. ----- So, how? 1. I trained the GPT on the tone, phrasing, language, and personality that I wanted to have in RB2B's knowledge base articles. ✅ The voice and messaging stays consistent. 2. I trained the GPT on Intercom's best practices on writing content and structuring data for the AI. ✅ The AI can effectively use our content in its LLM and enhances its learning and performance. 3. I trained the GPT to refine and simplify my writing. ✅ Unnecessary jargon is removed and technical terms are broken day for easy comprehension. 4. I refine existing content. ✅ Older content is reassessed and refactored based on standards and needs. Because what was great four months ago may not be so great today. ----- Here's my process for any article. 1. Write the article myself. + Google Docs for spelling and grammar. 2. Process the article in the custom GPT. 3. Assess any suggested changes and formatting. 4. Update the article as needed. 5. Publish. ----- The results speak for themselves. Users find our knowledge base more intuitive and easier to navigate. Our AI agent now delivers more accurate and contextually relevant responses. Using a custom GPT has completely changed my approach to maintaining a high-quality knowledge base. Anything you want to know? AMA.

Your guide to last month's top Intercom updates—check it out 👀 From enhanced security features, to improved Fin AI Agent conversation visibility – there's a lot to explore in May's 'Built For You' newsletter. Read it directly on LinkedIn, and drop any questions or feedback in the comments. Like all customer service teams, we love a good feedback loop! And don't forget–subscribe to be notified when this drops each month 🔔 #custserv #customerservice #customersupport #cx #builtforyou