Senior Director, Automated and Proactive Support

Want to keep your customers? AI can help

Do you want to be the company making your customers relive the old days of support, or the one delighting them with a futuristic support experience?

Ruth O'Brien

Senior Director, Automated and Proactive Support, Intercom

Bobby Stapleton

Senior Director, Human Support, Intercom

Prepare your support team for AI support

AI & Automation 7 min read

Adding AI to your support team can be daunting. Our advice? You’ve got this

As a support leader, you’ve welcomed new team members lots of times. Much the same principles apply when adding an AI tool like Fin to your tech stack. Here, we explore how you can apply your experience to bringing a new AI bot on board.

Ruth O'Brien

Senior Director, Automated and Proactive Support, Intercom

Customer Service 6 min read

How to keep and nurture customer service talent

Customer support is a career, not a stop gap. Here’s how we’ve structured our support team to ensure we nurture and retain the best customer service talent.

Ruth O'Brien

Senior Director, Automated and Proactive Support, Intercom

News & Updates 3 min read

Meet Intercom Community – Intercom’s customer community forum

We wanted to find a way for our customers to share their expertise and maximize the potential Intercom has to offer. Today, we’re excited to announce the launch of Interconnected – our customer community forum.

Eric Fitzgerald

Customer Support Manager, Intercom

Ruth O'Brien

Senior Director, Automated and Proactive Support, Intercom

Customer Service 13 min read

How support leaders can empower their teams to satisfy, delight, and retain customers

Human support has a critical impact on customer satisfaction – and ultimately, on your company’s bottom line. Here’s why it’s so important to invest in human support as a strategic lever in your business.

Ruth O'Brien

Senior Director, Automated and Proactive Support, Intercom