We’re updating our lineup of newsletters and podcasts, dividing them into two separate choices to higher serve our distinct audiences: The Ticket for customer support professionals and Intercom on Product for product and design fanatics.

Because the very early days of Intercom, we’ve shared our perspective on the whole lot from startup technique to buyer assist greatest practices, from our R&D philosophy to buyer engagement ways. We’ve constructed up an enormous, loyal viewers over the previous dozen years – tens of 1000’s of individuals have signed as much as get our common Intercom e-newsletter and our podcast has been downloaded greater than three million instances.

As we’ve grown and matured, we continued to share our product learnings, however we weren’t simply constructing a customer support product, we have been constructing a brand new manner of doing customer support.

“Now we have extra concepts, opinions, and recommendation to share than ever”

Because of this, increasingly of our content material started to discover the way forward for customer service, what wonderful buyer experiences appeared like, and the learnings of our personal Assist crew as they navigated rising buyer expectations.

Now, with AI reworking each the way forward for customer support and the way forward for constructing software program, we’ve got extra concepts, opinions, and recommendation to share than ever.

To cater to each our customer support readers and our product and design viewers, we’re revamping our content material providing. The Ticket e-newsletter and podcast will zoom in on customer support on this new world, whereas the Intercom on Product e-newsletter and podcast will discover product and design within the age of AI.

Introducing The Ticket: Devoted customer support content material

For our rising viewers of customer support leaders and practitioners, we’re making it simpler than ever to get the dear, partaking, and academic content material that offers you a head begin on this period of AI-driven customer support transformation.

The prevailing Intercom e-newsletter and the Inside Intercom podcast are getting a unified new title and sharpened focus: The Ticket – your go-to useful resource for customer support professionals who’re eager to remain forward of the curve.

Podcast programming

On The Ticket podcast, we’ll be bringing you conversations with the customer support leaders, famend buyer expertise thinkers, and influential authors who’ve formed the sector of buyer assist.

You’ll even be listening to much more from Intercom’s personal buyer assist leaders, who shall be providing a wealth of experience, inspiration, and sensible recommendation as we prepared the ground in making use of AI expertise to assist groups ship excellent assist to prospects.

You’ll be able to comply with The Ticket on Apple Podcasts, Spotify, YouTube or seize the RSS feed in your participant of selection.

E-newsletter information

Subscribers to The Ticket e-newsletter will obtain a twice-monthly assortment of business insights, actionable recommendation, and thought management curated by the Intercom Assist crew. At Intercom, we see the way forward for customer support as an ideal mix of human and AI assist – so, meet your new authors: Ruth O’Brien, Director of Proactive and Automated Assist, and Bobby Stapleton, Director of Human Assist.

Ruth O'Brien and Bobby Stapleton - authors of The Ticket newsletter

Collectively, Ruth and Bobby are optimizing each elements of that human-AI partnership, and are keen to assist different customer support groups make the transition.

They’ll be sharing the whole lot they’re studying as they lean into the thrilling way forward for customer support, and construct a very AI-driven buyer expertise for Intercom’s prospects. Should you’re a customer support skilled serious about:

  • How AI is impacting customer support.
  • Rising buyer expectations and tips on how to meet them.
  • Main a customer support crew by way of unsure instances.
  • Discovering the perfect methods to include AI into your crew’s workflows.
  • The newest traits rocking the customer support panorama.

… and a lot extra, then be sure to’re subscribed to The Ticket – delivered on to your inbox each different Wednesday.

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Intercom on Product: Find out how we’re constructing within the AI period

Should you’re eager to comply with our materials exploring how we construct world-class software program in an AI-first world, then we’ve got the podcast and e-newsletter for you.

Our Intercom on Product podcast, the place our Co-founder and Chief Technique Officer Des Traynor and Chief Product Officer Paul Adams have been sharing their ideas and concepts, will now increase to incorporate many extra Intercom product leaders regularly, exploring the fact of constructing with AI.

You’ll be able to comply with Intercom on Product on Apple Podcasts, Spotify, YouTube or seize the RSS feed in your participant of selection.

Moreover, we’re launching a wholly new e-newsletter, additionally referred to as Intercom on Product. Each month, we are going to share insights and recommendation from our product leaders, product managers, designers, and engineers.

This podcast and e-newsletter is for you for those who’re serious about product and need to study all about:

  • Behind-the-scenes insights into how we’re constructing with AI.
  • Ideas and greatest follow recommendation on tips on how to design and construct AI-powered software program.
  • Reflections on how product and startup technique is altering in response to AI.
  • Our perspective on the newest business traits and developments.

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Writing the long run

The way forward for these industries, software program and customer support, is being written proper now, by the improvements and choices and discoveries which can be occurring day by day.

“We’re extremely excited to inform the story of this revolutionary period in expertise, from the frontlines”

All of the outdated assumptions about how software program ought to be constructed and offered are being challenged, all of the outdated conventions about how customer support ought to be delivered are being upended.

We’re extremely excited to inform the story of this revolutionary period in expertise, from the frontlines, so we hope you’ll signal as much as our emails and podcasts to comply with the story. And as at all times, we need to hear from you – what materials and assets would you prefer to see extra of? What insights do you discover most beneficial? What codecs are most helpful for you in follow? Please tell us by emailing us here.

The longer term beckons – let’s go.


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