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Emergency Intercom

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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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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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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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In 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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Owen 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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This 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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Voice 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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It'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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What 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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AI 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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We 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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Ruth 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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Intercom'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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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 deli…
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In 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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In 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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Ruth 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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We'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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As 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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How 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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Intercom 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 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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CSAT 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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Madeline 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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Drew 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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When 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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Someone 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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