Emergency Intercom is a comedy podcast by Enya Umanzor and Drew Phillips. There is no emergency, but there is an intense need for attention, so maybe listen up… You don’t want to know what happens if you don’t. (we will be violent)
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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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
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Halgassák a podcasteket
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How do you build something people actually want and will use time and time again? Sharing lessons we've learned in the six-plus years building Intercom, in this series you'll learn how to evaluate your current product, how to decide which features to build in a haystack of those you shouldn't, best practices for getting those features used, and much more.
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In this series Intercom takes you inside the marketing lessons we've learned the hard, expensive and messy way. We include the insights that helped us grow from zero customers to more than 20,000, but we’ve been careful to be honest and have worked hard to avoid the usual truisms. Instead, we’ve focused on actionable advice we think will benefit any early stage startup – from crafting early messaging, to managing a product launch, to keeping product and marketing aligned.
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Every message a business sends is an attempt to get the recipient to either feel something, know something, do something or say something. At its core messaging is all about increasing engagement, and Intercom on Customer Engagement is a buzzword-free guide to creating and sending the right message, to the right people, at the right time.
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Canal de podcasts para cobertura e divulgação do 42º Congresso Brasileiro de Ciências da Comunicação acontecerá na Universidade Federal do Pará, em Belém-PA, de 2 a 7 de setembro de 2019, e terá como tema "Fluxos comunicacionais e crise da democracia". http://intercom2019.com.br/
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Programa de rádio semanal bilíngue português-alemão transmitido nos fins de semana por uma rede de emissoras no RS, SC e PR, sempre aberto a novas adesões, rumo ao Bicentenário da Imigração Alemã (1824 - 25 de julho - 2024).
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2018 was 4 years ago
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1:02:16Marty Supreme is a boy movie and Enya will never watch it https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy See omnystudio.com/listener for privacy information.iHeartPodcasts
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Fin Conversations Ep5: End of Year Review 2025
16:50
16:50
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16:50In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Customer Support, Intercom, to reflect on a year of rapid change for Intercom’s support team. They discuss how AI has shifted support from a reactive function to a consultative, revenue-driving motion, what it takes t…
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Enya’s purpose is to smoke weed and Josiah keeps telling people he worked at a popcorn factory https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy See omnystudio.com/listener for privacy information.iHeartPodcasts
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Body count reveal w/ Owen
1:06:38
1:06:38
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1:06:38Owen joins us to talk about body counts and bond with Enya over their shared love of musicals Owen's ig: @owenthiele https://www.instagram.com/owenthiele/?hl=en https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy See omnystudio.com/listener for privacy information.…
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Enya talks about her box, Drew's car got impounded, Ky is silent. Join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy https://www.patreon.com/emergencyintercom See omnystudio.com/listener for privacy information.iHeartPodcasts
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Introducing Fin Meetups: Conversations with AI Leaders
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34:46
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34:46This week we want to introduce you to a new podcast from Intercom - Fin Meetups: Conversations with AI Leaders. Explore the promise and practice of AI, from the leaders building it. Hear conversations from founders, engineering, product and customer service leaders, as they discuss the key opportunities and challenges of the AI era. Episode 1 is ou…
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https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Drew and ky are doing comedy sets soon. Enya got banned from a dating app and the road trip ends horribly lol See omnystudio.com/listener for privacy information.iHeartPodcasts
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Enya thinks people need to stop admitting to crimes on Tiktok, and Drew was horribly embarrassed twice this week See omnystudio.com/listener for privacy information.iHeartPodcasts
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Let us pray w/ Violet
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57:37
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57:37https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Violet joins us to pray for Ky and teach us that technology and nature can coexist Follow Violet @viioletelizabeth See omnystudio.com/listener for privacy information.…
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Voice AI that customers love: How Fin Voice is transforming Credit Repair Cloud's CX
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13:12Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Director of Customer Support at Intercom, sits down with Rizwan Sherif, Director of Customer Experience at Credit Repair Cloud, to discuss how Fin Voice has transformed their phone support through instant, 24/7 responses. They also discuss building trust when handlin…
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Churning butter and pre glazed
1:03:05
1:03:05
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1:03:05Enya might be the last pure woman and Drew won’t shut up about his new phone See omnystudio.com/listener for privacy information.iHeartPodcasts
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Building trust in AI, one conversation at a time
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14:39
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14:39It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of AI Support at Intercom, talks with Matt Leggett, CX AI & Digital Director at The Access Group, about how support teams can help customers overcome hesitation around AI. They explore the pivotal role simulation,…
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Saturday sunday
1:17:39
1:17:39
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1:17:39saturday sunday See omnystudio.com/listener for privacy information.iHeartPodcasts
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Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle
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17:02What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, sits down with Rati Zvirawa, Director of Product Management at Intercom, to discuss the bold vision behind this reality we're moving towards with Fin. They disc…
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Live from Pioneer: AI is a long overdue promotion for customer service
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14:54
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14:54AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to reth…
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1000 burger challenge
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59:07
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59:07Sending your friend 1000 memes is the new facebook poke, and drew got his blood test results back See omnystudio.com/listener for privacy information.iHeartPodcasts
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Live from Pioneer: AI is handling complexity we never thought it could
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24:09We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too? In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of cus…
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Drew was at Charli xcx's wedding
1:07:19
1:07:19
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1:07:19Drew got hate crimed on an island and Enya reminisces about 4th grade See omnystudio.com/listener for privacy information.iHeartPodcasts
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Fin Conversations Ep4: Fin Procedures in practice
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11:15
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11:15Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution…
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Inside Pioneer 2025: Exploring what's next for customer experience
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16:54
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16:54Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and m…
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New York farting week See omnystudio.com/listener for privacy information.iHeartPodcasts
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Cryptic pregnancy
1:11:06
1:11:06
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1:11:06No one dances anymore. See omnystudio.com/listener for privacy information.iHeartPodcasts
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Smooth scaling: How Intercom manages 500+ product launches a year
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23:53
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23:53In 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 deli…
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The rapture happened yesterday but that wont have any effect on views for this episode because we are all going to hell See omnystudio.com/listener for privacy information.iHeartPodcasts
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Lessons from Vanta: Scaling support through trust, education, and AI innovation
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30:24
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30:24In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stapleton, to share how her team blends human expertise, customer education, and AI innovation to deliver fast, trustworthy, and scalable support – while keeping customer experience at the heart of everyt…
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This was filmed at 2am sorry
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1:06:23Everyone feels the exact same, some are just better equipped to handle it with the brain chemistry they are given See omnystudio.com/listener for privacy information.iHeartPodcasts
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We drank and did hella drugs for this episode See omnystudio.com/listener for privacy information.iHeartPodcasts
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our vulnerability is our superpower
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1:05:01Men not being on camera is a turn on to Enya and Drew hooked up with someone in an insane asylum See omnystudio.com/listener for privacy information.iHeartPodcasts
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Fin Conversations Ep3: The blueprint for scaling AI in customer service
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20:04
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20:04In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From …
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Faith over fear
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1:02:07
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1:02:07Drew is the last gay guy on the planet to find out about lattes, Enya broke sobriety with Ozempic and Ky messed up badly See omnystudio.com/listener for privacy information.iHeartPodcasts
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Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service
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27:24
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27:24Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay’s 15-month rotational program that begins in customer service and develops the next generation of tech leaders. Find out more about The Wheel program here. Watch this episode on YouTube: https://youtu.be/zUw…
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Enya went to a psychic
1:09:40
1:09:40
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1:09:40Enya would love to die. Period. See omnystudio.com/listener for privacy information.iHeartPodcasts
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Fin Conversations Ep2: Inside The AI Agent Blueprint
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20:13
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20:13We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI. In this episode, Senior Director of Human Support Bobby Staple…
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our neighbors hate us
1:04:48
1:04:48
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1:04:48Enya got mogged and drew doesn't believe in celiacs. Ky brought a bunch of weird stuff to the studio See omnystudio.com/listener for privacy information.iHeartPodcasts
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Enya thinks Drew has the vibe of someone who killed someone last night and ky is drews hag See omnystudio.com/listener for privacy information.iHeartPodcasts
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the scarlet letter but with guys
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57:55
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57:55Drew's doctor is trying to hit, ky and enya went home together... and our house is haunted See omnystudio.com/listener for privacy information.iHeartPodcasts
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Reinventing QA and Training for the AI Era
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33:02As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and …
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suffering is inevitable
1:05:04
1:05:04
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1:05:04https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Drew and enya went to the high school musical high school then came back to la and got crossfaded See omnystudio.com/listener for privacy information.iHeartPodcasts
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gay guy hit by lightning
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50:57
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50:57Drew got hit by lightning and it turned him straight. Enya got a wall e chair that has an ipad and a toilet attached to it so she can watch the secret lives of mormon housewives without having to get up to cr*p or eat See omnystudio.com/listener for privacy information.iHeartPodcasts
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Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates
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19:17
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19:17How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O’Brien, Senior Director, AI Support, Intercom, about how Intercom’s support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improve…
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How a “Bot Wrangler” uses AI to scale support without compromise
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28:55
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28:55Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale. Follow the people https://www.linkedin.com/in/ruthieob/ https://www.linkedin.co…
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Enya totaled her car and Drew lives in alternate realities that don't exist. See omnystudio.com/listener for privacy information.iHeartPodcasts
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Enya died and Drew comes out to his mom Use our code for 10% off your next SeatGeek order*: https://seatgeek.onelink.me/RrnK/EMERGENCY10 Sponsored by SeatGeek. *Restrictions apply. Max $25 discount Sign up for your $1-per-month trial and start selling today at https://shopify.com/intercom. See omnystudio.com/listener for privacy information.…
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Measuring every conversation: How CX Score is changing the game
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43:15CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom’s Bobby Stapleton to explore his team's experience trialing Intercom’s new AI-powered Customer Experience Score. They unpack…
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2015 was 6 years ago
1:25:45
1:25:45
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1:25:45Madeline is back to talk about how disturbing it was growing up with Drew. you're bi Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. See omnystudio.com/listener for privacy information.…
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you're bi Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Get 20% off your first order of Liquid I.V. at https://liquidiv.com with code EMERGENCY. Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom See omnystudio.com/listener for privacy information.…
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Arby's squirrel nuggets
1:05:57
1:05:57
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1:05:57Drew teaches enya what Italian brain rot is, enya moved back to la and ky is an office bottom Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM. Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. See…
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Enya moved to Miami. Why would we lie? Drew got hit on at a club and Ky finally got asked to be a third Go to https://HelloFresh.com/INTERCOM10FM to get 10 Free Meals with a Free Item For Life! Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom Go to https://Zocdoc.com/INTERCOM to find and instantly b…
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From siloed to seamless: What it really takes to unify the customer journey
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30:34When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for sma…
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Country girls make due
53:11
53:11
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53:11Someone told Enya that she curses too much, Drew has body teasmorphia and ky opened the stink portal in the studio Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor today. Use our code for 10% off your next SeatGeek order*: https://seatgeek.onelink.me/RrnK/EMERGENCY10 Sponsored by SeatGeek. *Restrictions apply. Max $25…
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