Intercom

It’s here! Fin AI Copilot is now available to all intercom customers. If you didn’t catch the announcement, rewatch it here 📽️ Best of all, Fin AI Copilot will be available FOR FREE, on every single Intercom plan! As an AI-first platform, we believe tools like Fin AI Copilot should be a part of every agent’s workflows, with free limited usage every month. For unlimited usage, Copilot can be purchased as a per seat add-on for $35/agent/month or ($29/agent/month when paid annually). But that wasn’t all we had in store… 🔹 Fin AI Agent is now available over email 🔹 We announced a new centralized knowledge management system, the Knowledge Hub 🔹 And Gunnet Singh, Vice President of Customer Experience & Care at AppFolio shared his story The journey to the future of customer service continues - we’ll see you in the comments! #customersupport #customerservice #cx

In a recent poll, 74% of you said customers were LESS likely to give a positive CSAT score to a bot than a human. Sheesh. It’s hard to be a bot 🤖 But why? Do we have higher expectations, or is it something else? What if their responses were personalized? And we’re not talking about the old, “Hi {%FIRSTNAME%} – thanks for reaching out about {%THING_CUSTOMER_JUST_SAID%}” … 🤢 No. We’re talking about *actual* personalization that not only brings in data from past interactions, purchases, and account info – but picks up on customer emotions or context and tailors responses to match tone, making each experience unique and specific to that user. Is that the missing piece, or is there more going on than that? Let us know what you think!

🤔 How much more efficient could your customer experience be? If you're the kind of person who loves to work smarter (not harder) – you're reading the right post. With our latest product updates from July, you can now: 🤖 Gather more context for your team with Fin AI Agent 🗂️ Customize your Help Desk sidebar 🤩 Measure Workflows CSAT — and more 👀 Dive into the latest Built For You newsletter below, and drop any questions or feedback in the comments! (And, for maximum ✨efficiency✨ you can subscribe to be notified when this drops each month)

AI isn't just changing how businesses view customer support – it's going to redefine customer expectations entirely. Instant, efficient, 24/7 service will become the new standard. And anything less will disappoint. Leanne Harte and Ruth O'Brien recently talked about this shift 👇

Archana Agrawal speaking directly to all those #customerservice leaders who have ever wanted that seat at the table. Finally, amazing customer experiences that drive serious #revenue and #brand #equity are a reality for all businesses. Thursday's episode of Off Script hits different.

For all the #customerservice leaders who have ever wanted that seat at the table which driving serious #revenue and #brand #equity brings, Thursday's episode of Off Script hits different. Join us on our mission to raise the quality of global customer service, one CSAT at a time 📈

What’s the most important email-related support goal for you? Is it… ✅ Resolving more conversations? ⏱️ You (or your team) spending less time answering emails? 💯 Increasing your CSAT? However you answered, it doesn’t matter. Because you can have all three. At the same time. Today. 👇

“Stop taking everything so personally.” Words to live by or an unreleased bestseller about customer support? For Laura Pacheco, Technical Support Manager at Vitally.io – it might just be both. In the latest edition of Response Time, Laura highlights the importance of the human experience, delivers incredible (and timely) career advice, and shares scary stories from the Apple Genius Bar 😱🫣 Click through for a preview of Laura’s interview – and get the full experience on the Intercom blog (🔗 on the last slide)

💥 Customer service leaders agree – using AI for support is exciting and has the potential to transform the future. BUT (and?) Customer support leaders ALSO agree that getting team buy-in is especially challenging. Without buy-in… Progress is just a plan Innovation is just an idea Transformation is just talk What has your experience been with getting buy-in for AI? Let us know below!

It’s a huge challenge for many of today’s customer support leaders – Getting buy-in from their team to use AI. Without proper buy-in, even the biggest opportunities with the highest potential value die on the vine. In the latest edition of The Ticket (Intercom's newsletter for CS leaders) Bobby S. lays out 3 steps to get your team onboard with your AI plans. 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 → 𝗔𝗰𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 → 𝗘𝗻𝗰𝗼𝘂𝗿𝗮𝗴𝗲 ◆ Identify exactly what you want to achieve with AI, and align to the common goal. ◆ Acknowledge that your team are the experts in your company’s customer experience – and get them involved in planning your roll out. ◆ Encourage your team to capitalize on the emerging opportunities for career growth that AI presents, and prioritize their career paths. Check out this week's newsletter now, and join the 18,000+ other customer service champions who subscribe to The Ticket 🎟️👇