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
Intercom
Software Development
San Francisco, California 124,107 followers
There's a new way to do customer service.
About us
Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for: AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets. AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things. AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom believes there's a new way to do customer service.
- Website
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https://www.intercom.com
External link for Intercom
- Industry
- Software Development
- Company size
- 501-1,000 employees
- Headquarters
- San Francisco, California
- Type
- Privately Held
- Founded
- 2011
- Specialties
- Customer Relationship Management, Customer Engagement, Customer Communication, Live Chat, Customer Support, Customer Feedback, Marketing Automation, Helpdesk, Mobile, Customer Service, AI, Chat Bots, CX, Customer Experience, Shared Inbox, and Support Automation
Locations
Employees at Intercom
Updates
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SCENARIO: You’re working the inbox when a customer reaches out with a unique and fairly complicated issue. You know an answer exists, but you’re not quite sure on the specifics. So you get to work – Conventional process: ◆ Spend time checking 8 or 9 different content sources for question verification ◆ “𝘐’𝘮 90% 𝘴𝘶𝘳𝘦 𝘵𝘩𝘪𝘴 𝘪𝘴 𝘩𝘰𝘸 𝘪𝘵 𝘸𝘰𝘳𝘬𝘴… 𝘣𝘶𝘵 𝘩𝘢𝘴 𝘴𝘰𝘮𝘦𝘵𝘩𝘪𝘯𝘨 𝘤𝘩𝘢𝘯𝘨𝘦𝘥 𝘳𝘦𝘤𝘦𝘯𝘵𝘭𝘺…?” ◆ Send a response feeling 😅 (with a side of 😬) Process with an AI Copilot: ◆ Ask AI Copilot the question, and get an instant answer based on the latest documentation ◆ Combine your expertise with AI Copilot’s answer, adding the human touch and expediting the entire process ◆ Send a response feeling 😁 “It’s going to synthesize things across all of these different content sources. It might even offer you a new answer that you hadn’t even been thinking of!” – Bobby S. Less time. Less stress. More confidence. #customersupport #customerservice #cx #custserv
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Every customer-centric team knows empathy isn't just a nice-to-have; it's the secret sauce that turns difficult interactions into memorable experiences and opportunities for connection – and like any secret sauce, it’s made up of different ingredients. Empathy is a complex ability comprising dozens of microskills that can be tough to juggle day in and day out. It goes beyond good intentions; it’s an art form, a crucial component that can make or break a customer interaction. Bobby S. even called it a "superpower" in The Ticket this week: https://inter.com/empathy Customer service and support teams practice empathy more than most, and we want to tap into your expertise – what do you find to be the hardest empathy skill to master? Unfortunately we can only include four options. So if an answer isn’t listed, shout it out in the comments! 🗣️
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In the latest edition of The Ticket (Intercom's newsletter for CS leaders) Bobby S. reveals the secret to what shapes people’s 𝒓𝒆𝒂𝒍 experience of a brand. HINT: it’s not the brand’s website or an ad. It’s the customer service team. And, while not 𝒆𝒗𝒆𝒓𝒚 customer interaction turns into a meaningful moment, the exchanges that involve a deeper connection always create the most memorable customer experiences. And, it turns out, customer support professionals are better able to connect with customers when they have the autonomy to show up as themselves and handle conversations as individuals. This week, we're diving into different ways teams can promote this approach. 👇 Read the newsletter now, and join the 17,000+ other customer service champions who subscribe to The Ticket 🎟️✨ #custserv #customerservice #customersupport #cx
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“What do you wish you had known 𝙗𝙚𝙛𝙤𝙧𝙚 rolling out an AI customer service agent?” Recently, we came across a similar question in the Support Driven community, and the responses were a goldmine of advice for new users and seasoned experts alike. While rolling out a new support solution (especially an AI solution) to your customers can be daunting, there’s a community of people who have been there and are happy to help you navigate the journey with confidence. 🗣️ A special shout out to Hannah Nordlund, Robert Cabral, Samuel Miller, and Laura Bedoya for sharing their insights and experience 👇 #custserv #customerservice #customersupport #cx
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Psychology tells us things that come in threes are inherently more satisfying and effective than any other number… So we released three new, Fin-related courses in the Intercom Academy. In less time than it takes to watch yesterday’s episode of House of Dragon, you’ll go from zero to hero in the subject of AI-first customer support. Dive into the Fin Collection and maximize customer satisfaction with real-time, AI-driven support: ❊ Instantly resolve up to 50% of your support conversations with Fin AI Agent ❊ Master the Knowledge Hub and optimize your content to empower AI, agents, and self-serve support ❊ Equip your agents with the best support tool around in Fin AI Copilot #custserv #customerservice #customersupport #cx 🔗👇
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📧 What if you hired a customer support team member who effortlessly resolved 𝑨𝑳𝑳 of the repetitive email queries? Not only that, but they tackled the simple tasks and seamlessly handed over the complex problems, freeing up your more experienced team members to deliver the meaningful interactions that drive satisfaction and loyalty. Well, that teammate exists. And you don't have to hire them. You just gotta turn on Fin AI Agent over email. #customersupport #customerservice #cx #custserv
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You can’t believe it. You just blinked and it’s already 3pm, and somehow the inbox is more crammed now than when you started your shift – you reach for a lifeline... On those days where the queue is seemingly endless and you swear that the clock might be moving backwards, where do you turn? What's your move? If your go-to day-saver isn’t listed, let us know what it is in the comments!
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The Old Way: ➤ Manual and repetitive tasks ➤ Time-consuming work ➤ Fixed, limited career progression opportunities The New Way: ➣ More strategic decision-making based on data ➣ Less repetition, more complexity ➣ New, AI-specialized career opportunities “The old tier-one job that I spoke about, like my very first support role, I think that’s 𝒄𝒐𝒎𝒑𝒍𝒆𝒕𝒆𝒍𝒚 changed now.” – Ruth O'Brien Customer support is in the midst of a Renaissance. And this is just the beginning. #customersupport #customerservice #cx #custserv
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In 2 months RB2B doubled their customer base, but despite the increase in support requests, their team fielded 45% less queries. Now Fin AI Agent resolves 50% of their support requests automatically. In this live streamed webinar, Robb Clarke, their Head of Technical Operations, shares in detail exactly how they prepared, launched, and optimized Fin to make that happen. Save the date and we'll see you then!
How to get AI to answer 50% of support requests automatically
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