Latest posts by Niamh O'Connor
We’re revamping our newsletters and podcasts – stay ahead of the curve with the latest customer service strategies and explore the world of AI-powered software development with insights from Intercom experts.
Customer Service 30 min watch
CX leader Camille E. Acey joins us to discuss everything from embracing AI and automation to managing teams in a time of change.
Customer Service 2 min read
How does Spotify grab the attention of millions by simply throwing together a mish-mash of statistics? And can support teams do the same to convey their true value within their companies?
AI & Automation 8 min read
No company can afford to take risks with customer data. Here, we’ll cover the most important things to understand around how AI chatbots are affecting data security and privacy across industries, and the way we’re approaching these issues when it comes to Fin.
AI & Automation 4 min read
Every day, we hear something new about AI – what it is, how it’s evolving, and how it will impact us. There’s still so much we don’t know about this technology, but there are some myths we can already bust, at least when it comes to customer service.
AI & Automation 15 min read
According to our research, 69% of support leaders plan to invest more in AI in the year ahead. But not all bots are created equal, so here’s how to find the AI chatbot that’s right for you.
AI & Automation 8 min read
Excited about our new AI agent, Fin? Want to learn more about how to implement it? Here are answers to all your questions.
Customer Service 9 min read
Find out what customer service means and why it’s so important and impactful when it comes to driving value within organizations.
Customer Service 12 min read
Want to empower your support managers, enable your support reps to work more efficiently, and deliver more impactful insights for your business? It’s time to build a customer support operations team.
Customer Service 14 min read
A healthy business relies on happy customers. In this article, we cover everything you need to know about customer satisfaction: what it is, why it matters, how to measure it, and what it looks like in action.