The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

The typical software selling strategy is dead. In a market where there is less and less time to influence customers’ decisions, can customer marketing help companies get ahead? In today’s episode, we chat with G2's CMO Amanda Malko about the trends she’s seeing in the industry, and how they’re affecting the way businesses operate.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

To celebrate this year’s Pride, we're sharing the experiences of our peers in the LGBTQI+ community, and their thoughts on allyship, advocacy, and finding spaces where they can truly be themselves.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Software only becomes valuable when it's delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently. On today's episode you’ll hear from Intercom product designer Charlotte Sferruzza about the importance of following design fundamentals and how it leaves space for innovation and engineering manager Martha Moniz on building better solutions by keeping it simple.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them. On this episode Elizabeth Dixon, author of The Power of Customer Experience: 5 Elements To Make An Impact, joins us to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on the podcast we've brought together experts in customer support and quality assurance to discuss how support quality impacts various aspects of their businesses. Join Martin Kõiva, Founder & CEO of Klaus, Macrina Sheridan, Director of Global Frontline Support at Aircall and Declan Ivory, VP of Customer Support, Intercom as they dig into key takeaways from this year’s 2022 Customer Service Quality Benchmark Report, and what it means for support teams across different industries.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on Inside Intercom, you’ll hear from Emmet Connolly, our VP of Design, as he explores what our principles mean to us and how they’ve helped us get where we are. You’ll also meet Karen Church, Intercom’s VP of Research & Data Science, and hear her take on our “deliver outcomes” principle – one of the foundational beliefs that drives the work of our R&D team here at Intercom.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom's Chief Marketing Officer Anna Griffin chats with HubSpot's CEO Yamini Rangan about customer engagement, the Flywheel approach, and how it helps organizations gain momentum by delivering a remarkable customer experience.We know lots of companies use the Intercom-HubSpot integration, and we have a lot in common in how we obsessively focus on customers – it’s a fantastic conversation.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The invention of the telephone revolutionized the way businesses interacted with their customers. With Intercom Switch, we want to take it even further. And so, to celebrate our new product, we thought we’d take you on a quick tour into the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music; from the dawn of call centers to personalized support at scale.Learn more about Switch here: https://www.intercom.com/switchSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this archive episode, Hana Abaza, Director of Global Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week we're joined by Oracle's GVP of Customer Success & Renewals Catherine Blackmore for a discussion on the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way.You'll find a transcript of the show here: https://www.intercom.com/blog/podcasts/oracles-catherine-blackmore-on-the-evolution-of-customer-success/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

A whistle-stop tour into the history of surveys - from the first mentions in the ancient worlds to the effortless, ubiquitous version we have today.Find out more about Intercom Surveys hereSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The future of internet business is ongoing customer engagement. In this episode, we bring highlights from our first-ever global virtual launch event - New at Intercom, and reveal the game-changing products that will transform your business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

There’s more to being a product evangelist than just advocating for a product. Amplitude Product Evangelist John Cutler believes focusing on the work culture and systems surrounding the R&D org is just as important and he joins us on todays episode to chat with Intercom Product Manager Mathew Cropper.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It’s been over a century since the female suffrage movement and the struggle for equal pay and better working conditions sparked the wave that would lead us here. Today, we celebrate women everywhere.In this special Inside Intercom episode, we invited people from all over the company to send us a voice note about an inspiring woman who broke the bias. And to celebrate International Women's Day, we wanted to share some of those messages with you.You might also enjoy our past episode that asks how do we feel about being called ‘women in tech’?You can listen to that episode here: https://www.intercom.com/blog/podcasts/women-in-tech/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

User onboarding is not a quick product tour or welcome email. It starts before the users sign up, and it doesn't quite end after they convert. So, what is it, and more importantly, how do you get it right? Growth marketing expert Ramli John joins us to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our recently published Customer Support Trends Report for 2022 a significant 64% of support leaders say their team have felt “burned out” in the past 12 months. Companies that focus on their wellbeing will be the ones to thrive. That's why this week on Inside Intercom we spoke to wellbeing coach Marilyn Suttle about wellbeing practices in and outside the workplace and how to restore good feelings after dealing with stressful situations.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We know “mojo” is not your typical marketing jargon, and it’s not often thrown around in a business setting, but that’s exactly what today’s guest Velocity Co-founder Doug Kessler says we’re missing. We sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We’ve brought together customer support experts for a discussion on the trends transforming support and their plan to tackle them.Joining us are Adrian Swinscoe, CX advisor, author, and speaker, Ruth O'Brien, Senior Manager of Customer Support at Intercom and Shawn Carter, Customer Care Team lead at Aircall.Read The Intercom Customer Support Trends Report 2022 here: https://www.intercom.com/blog/customer-support-trends-report-2022/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week, we had the pleasure of chatting with CX and marketing expert Jay Baer about engaging with your customers, the wonders of worth-of-mouth marketing, and how to create stories that turn your customers into your own marketing department.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The phrase “women in tech” has become a catch-all, used to describe everything from the problem, to the solution, to the community. But what does it mean for the women working at Intercom?On this episode we spoke to our colleagues Niamh O'Connor, Brand Editor, Nidhi Kamat, Product Manager, Lily Beauvilliers, Product Engineer, Nadine Mansour, Product Manager and Lu Borko, R&D Operations Manager to hear their reflections on the movement and what the term “women in tech” means for them.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down? Intercom co-founder and CSO Des Traynor and Intercom SVP of Product, Paul Adams explain how to speed back up when momentum drops.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The future of data analysis isn’t an architecture diagram or business leaders looking at dashboards – it’s building an experience, and a very exciting one at that. This week on Inside Intercom, we had the pleasure of chatting with Benn Stancil, Chief Analytics Officer and Founder of Mode, about the modern data stack and how data can – and more importantly, should – be used to drive growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As more and more data gets stored in the cloud, proving that you can protect your customers’ data is not just a nice-to-have – it’s essential. In this episode we sit down to talk with aerospace engineer turned entrepreneur - Adam Markowitz, CEO of Drata. We talk about the SOC 2 framework, how to create a culture of security from scratch and how automation is key to turning a headache into a smooth operation.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring:Karen Peacock, Intercom CEOHubert Palan, founder and CEO of ProductboardAmanda Renteria, CEO for Code for AmericaZanade Mann, founder of Black Women's Business CollectiveJaneen Uzzell, COO for Wikimedia FoundationFarhan Virji, Vice President of Customer Happiness at LaterWill Larson, CTO of CalmMaggie Hott, Director of Sales at WebflowDes Traynor, Co-founder and CTO of IntercomPaul Adams, SVP of Product at IntercomThank you all for listening over this past year – we hope you enjoy this episode and we'll see you in 2022. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Software may be eating the world, but building and scaling products is still quite a challenge. So how do you get past the awkward “cold start problem” of zero users and build the networks that make your product thrive? Andrew Chen, partner at Andreessen Horowitz and author of The Cold Start Problem, joins Intercom Co-Founder and CSO Des Traynor to discuss.You can also listen to Andrew's previous outing on Inside Intercom here: https://www.intercom.com/blog/podcasts/andrew-chen-on-growth/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Sound plays a considerable role in determining whether a product experience is good or not. This week on Inside Intercom, you’ll hear from our Senior Director of Product Design Emmet Connolly, Product Engineer Sam Murray, and Customer Support Specialist Robert Dunleavy on how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick.Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

From considering the channel and brand voice to matching the situation and the tone of the customers, can you ever really nail down the perfect message in customer service? This weeks guest - writing coach Leslie O'Flahavan - says you can and on this episode she explains how.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Samuel Hulick joins us to discuss their new product design framework — they call it Value Paths — for healthy, sustainable growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As your business grows, it’s only natural your brand grows with it. We chat with Scott Smith, Kira Bundlie, Kyle Benson, and Kristen Raymaker about Intercom’s branding and our recent brand refresh project.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We've seen just how the customer experience impacts revenue. So why do so many revenue-driven organizations keep treating support as a cost center? Intercom's Chief Revenue Officer, Leandra Fishman joins us to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Guaranteeing a great experience for your customers isn’t hard, but are you actually delivering on that promise? Jeff Toister, author of The Guaranteed Customer Experience, joins us to talk about the key to earning (and keeping) our customers’ trust and business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder. On this episode Intercom's Senior Product Director Jane Honey discusses the perks of career ladders and what has changed in our approach since last time.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Back in 2018, we realized we needed to scale the APAC team to meet Intercom’s rapid growth. And thus, the Sydney office was born. Now, we hear from the Aussie team to learn how the journey has been.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Can digital platforms be the key to finally providing mental health services to children? Rebecca Egger believes so, and joins us to discuss how her company, Little Otter, is helping children access help when they need it.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Customer service expert Shep Hyken joins us to discuss his new book on how to design and create an experience that gets customers to return, again and again.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We hear it all the time: companies pitching themselves as the Uber of this and the Amazon of that. But rather than going after someone else’s domain, shouldn’t you create your own? Category design author Kevin Maney explains.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Scaling a sales team is not for the faint of heart – for one, it’s not even that much about selling. In this week’s episode, we bring you insights from someone who’s done it not once, but twice - Webflow's Maggie Hott.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As product-first businesses evolve, so do their product marketing needs. But is there a right way to set up your org for success? In this episode, our very own PMMs Ali Biggs, Jasmine Jaume, and Christine Sotelo-Dag tell us all about product marketing and how we do it here at Intercom.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

From an epiphany in a small Dublin coffee shop to a company of 700 people across five offices all over the world – CEO Karen Peacock, Co-founders Des Traynor and Ciaran Lee tell the story of how we got here.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, Bobby Stapleton, our own Director of Customer Support, sat down with Dialpad's Dan O'Connell to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode from the archives, email marketing strategist Val Geisler walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

With the onset of the COVID-19 pandemic, a lot of companies stopped in their tracks and had to rethink everything. Others, however, hit the gas pedal. What exactly do you do when you’re in the process of scaling fast and a pandemic strikes? In this episode, Mark Rudden – Director of EMEA Sales at BrowserStack – answers that question.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode from the archives, Kayti Sullivan chats to Intercom's Kaitlin Pettersen about how companies need to create a customer success organization to grow customer relationships and revenue.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this archive episode, Matt Rogers of Twilio and formerly Google discusses the challenges faced by SaaS companies both starting out and scaling in today’s swiftly evolving market.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, the Coda CEO and co-founder discusses his experience at Microsoft and YouTube, how SaaS has changed the rules, the rise of the "maker generation", and his vision for the future of docs.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.