Smooth scaling: How Intercom manages 500+ product launches a year

https://is1-ssl.mzstatic.com/image/thumb/Podcasts211/v4/28/40/ec/2840ec5d-cbe5-75be-5f0e-b548dc389f5d/mza_5461015140665640738.jpeg/600x600bb.jpg

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

Intercom

481 episodes

5 days ago

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

Business

RSS

All content for The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom is the property of Intercom and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

🏠 www.intercom.com

Technology

Business

https://content.production.cdn.art19.com/images/f4/93/4c/bb/f4934cbb-9b3a-49ed-b6d9-1022d54e5a19/c876de8d725215576dcba71a17f3371fe5b312987957a091277d1fb298e0925600c7aa9389d04130254ecc02830b9acb98f6ed93e416f0cacceb9bc8c4297cc4.jpeg

Smooth scaling: How Intercom manages 500+ product launches a year

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

23 minutes 53 seconds

1 month ago

Smooth scaling: How Intercom manages 500+ product launches a year

In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deliver seamless support, why knowledge management is so critical in an AI-first world, and how cross-team collaboration ensures every launch is a success. Watch this episode on YouTube: https://youtu.be/dK77eHDupXA?si=bWmnyckXmaT2aj7N Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/beth-ann-sher/ https://www.linkedin.com/in/sean-reid-435681174/ Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.