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PODCAST

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

On The Ticket, you"ll hear Intercom"s Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter🏠 www.intercom.com

technology

All Episodes

00:26:16

Dialling it up: The evolution of phone support

The Ticket: Discover the Future of Customer Service,... ·

2022/04/21

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/switch See Privacy Policy at

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00:29:16

Rewind: Shopify’s Hana Abaza on sales and marketing

The Ticket: Discover the Future of Customer Service,... ·

2022/04/14

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.

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00:25:41

Oracle’s Catherine Blackmore on the evolution of...

The Ticket: Discover the Future of Customer Service,... ·

2022/04/07

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

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00:27:12

Questioning tech: The past, present, and future of...

The Ticket: Discover the Future of Customer Service,... ·

2022/03/31

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 here See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:24:42

New at Intercom: Hear all about the next generation...

The Ticket: Discover the Future of Customer Service,... ·

2022/03/24

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.

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00:36:42

Product evangelist John Cutler on becoming a catalyst...

The Ticket: Discover the Future of Customer Service,... ·

2022/03/16

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.

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00:15:30

Celebrating International Women's Day 2022: Women who...

The Ticket: Discover the Future of Customer Service,... ·

2022/03/08

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

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00:23:01

Growth marketing expert Ramli John on why you’re...

The Ticket: Discover the Future of Customer Service,... ·

2022/03/03

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.

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00:27:34

Wellbeing coach Marilyn Suttle on curbing burnout and...

The Ticket: Discover the Future of Customer Service,... ·

2022/02/24

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

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00:25:18

Velocity's Doug Kessler on bringing the mojo back to...

The Ticket: Discover the Future of Customer Service,... ·

2022/02/17

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.

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00:23:54

2022 customer support trends: How support leaders are...

The Ticket: Discover the Future of Customer Service,... ·

2022/02/10

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

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00:30:47

CX expert Jay Baer on creating experiences that get...

The Ticket: Discover the Future of Customer Service,... ·

2022/02/03

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.

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00:18:56

How do we feel about being called ‘women in tech’?

The Ticket: Discover the Future of Customer Service,... ·

2022/01/27

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

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00:35:31

Intercom on Product: Speeding back up when momentum...

The Ticket: Discover the Future of Customer Service,... ·

2022/01/20

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.

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00:31:45

Benn Stancil, founder of Mode, on how data science...

The Ticket: Discover the Future of Customer Service,... ·

2022/01/13

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

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00:27:05

Drata’s CEO Adam Markowitz on creating a culture of...

The Ticket: Discover the Future of Customer Service,... ·

2022/01/06

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

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00:33:44

2021 in conversation: Learnings from the podcast

The Ticket: Discover the Future of Customer Service,... ·

2021/12/22

We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring: Karen Peacock, Intercom CEO Hubert Palan, founder and CEO of Productboard Amanda Renteria, CEO for Code for America Zanade Mann, founder of Black Women's Business Collective Janeen Uzzell, COO for Wikimedia Foundation Farhan Virji, Vice President of Customer Happiness at Later Will Larson, CTO of Calm Maggie Hott, Director of Sales at Webflow Des Traynor, Co-founder and CTO of

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00:29:57

Andrew Chen on how tech’s giants drive growth with...

The Ticket: Discover the Future of Customer Service,... ·

2021/12/16

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

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00:14:44

The story behind the chirp: Intercom’s notification...

The Ticket: Discover the Future of Customer Service,... ·

2021/12/09

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

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00:25:55

Intercom presents Engineer Chats

The Ticket: Discover the Future of Customer Service,... ·

2021/12/02

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.

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487 results

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