You satisfy your customers, but can you satisfy our curiosity? With Scott Donnelly, Customer Operations Enablement Manager at SiteMinder. Please tell us a little bit about your company and what you do there. SiteMinder is the world’s largest open hotel commerce platform, used by over 40,000 hoteliers in 150 countries to drive over 100 million reservations annually. As the Customer Operations Enablement Manager, I work with our leaders in Support, Onboarding, and Success to drive outcomes for our team and our customers through existing and emerging technology, process, and experience improvemen ..read more

The emergence of modern AI is prompting us to rethink how we approach the very essence of product design. This is what we’re exploring in the latest episode of Off Script, our series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by AI. There’s a certain irony in the urge to reflect on the past when confronted with the possibilities of an unknown future, and the latest advances in generative AI have certainly got us thinking – not just about the changes that are coming, but also about what they mean for our roles and our craft. Every new ..read more

When was the last time you experienced customer service that really impressed you? If something comes to mind, what was it about that particular experience that made it stand out? We’ve been thinking about the difference between “good” and “great” a lot recently. Recently, we had Shep Hyken on our podcast to discuss his 2024 Achieving Customer Amazement report. He shared some numbers that put into perspective how make-or-break providing a standout experience is: 85% of customers would go out of their way to use a company that provides great customer service, even if there’s a more convenient ..read more

You satisfy your customers, but can you satisfy our curiosity? With Christian Sokolowski, Vice President of Customer Support at Rebuy Engine. Please tell us a little bit about your company and what you do there. I am the Vice President of Customer Support at Rebuy Engine, overseeing technical support teams and managing our help center’s knowledge base. I also lead app customer experience, using Intercom for support and enablement. Rebuy Engine is a SaaS product for e-commerce stores, offering personalized shopping experiences through AI and ML technologies. What word or phrase in customer serv ..read more

It’s clear that AI is already transforming customer service, and at Intercom we believe it’s given us a fundamentally new way to do customer service – that way is AI-first. We’re building a single system that delivers AI-first experiences for customers, agents, and customer service leaders alike – all built on the foundation of Intercom’s complete customer service platform. In this month’s Built For You broadcast, we share a number of updates to our AI-first system that will help you deliver better, faster, more personalized support to your customers: AI Copilot: The wait is over – Fin AI Cop ..read more

You satisfy your customers, but can you satisfy our curiosity? With Hilary Lawrence, Customer Support Operations Manager at Agorapulse. Please tell us a little bit about your company and what you do there. Agorapulse is a full-service social media management tool that allows users to really show the value and ROI of the social media marketing efforts. I’m the Customer Support Operations Manager. I look after data, processes, and tools (including automation) for the Support team. Which celebrity would be really great at your job, and why? Ryan Reynolds – I’m a huge fan, but also I think he’s a ..read more

The latest breakthroughs in AI are already profoundly changing customer service. But what does it take to build systems that can truly leverage it? This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. People have been trying to develop computer systems capable of understanding natural language for decades. But from manually crafting linguistic rules to creating probabilistic models and neural networks trained on vast amounts of data, these techniques have con ..read more

With AI taking over more manual tasks and freeing teams up to focus on more meaningful work, customer service roles are becoming increasingly strategic. For too long, many businesses have viewed customer service as a cost center. But now, with AI and automation increasingly handling transactional queries, customer service teams are evolving into strategic value drivers with the ability to provide more consultative guidance, deliver key insights, and directly impact customer adoption and retention. This is powerful because increased retention leads to increased revenue, and demonstrates how cus ..read more

Fearing a loss of control is a common theme that comes up when we talk to customer service leaders about their AI implementation strategy. Plenty of folks are curious about AI and eager to put it to the test. Many leaders are largely convinced about the efficiency gains it’ll bring, but some don’t trust that an AI Agent can deliver the same quality service that a human can. Whether they say it out loud or not, they’re worried that going AI-first will hurt their brand if they can’t control the experience their customers have when looking for support. Our go-to answer? You can stay in control ..read more

You satisfy your customers, but can you satisfy our curiosity? With John Wisnieski, Customer Success Operations Manager at ArcSite. Please tell us a little bit about your company and what you do there. I’m the Customer Success Operations Manager at ArcSite. Here at ArcSite, we deliver a sophisticated yet easy-to-use mobile computer-aided-design (CAD) app for design and data collection. Our goal is to democratize CAD for all! What word or phrase in customer service jargon should be retired? “Change management.” Which celebrity would be really great at your job, and why? Bill Murray, because he ..read more