Latest posts by Ruth O'Brien
AI has fundamentally transformed customer service, so it’s important for support leaders to adopt a growth mindset. Here’s how we’re embracing change on the Intercom Customer Support team.
Customer Service 2 min read
Do you want to be the company making your customers relive the old days of support, or the one delighting them with a futuristic support experience?
AI & Automation 7 min read
As a support leader, you’ve welcomed new team members lots of times. Much the same principles apply when adding an AI tool like Fin to your tech stack. Here, we explore how you can apply your experience to bringing a new AI bot on board.
Customer Service 6 min read
Customer support is a career, not a stop gap. Here’s how we’ve structured our support team to ensure we nurture and retain the best customer service talent.
News & Updates 3 min read
We wanted to find a way for our customers to share their expertise and maximize the potential Intercom has to offer. Today, we’re excited to announce the launch of Interconnected – our customer community forum.
Customer Service 13 min read
Human support has a critical impact on customer satisfaction – and ultimately, on your company’s bottom line. Here’s why it’s so important to invest in human support as a strategic lever in your business.
Customer Service 6 min read
There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The inflection point is…
Customer Service 5 min read
Conventional wisdom suggests that engineers reporting to non-technical managers can wind up being a disastrous situation. When I joined Intercom,…
Customer Service 8 min read
No matter how great the product, poor support guarantees a bad experience. As the face of your company, your support…