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Emergency Intercom

Enya Umanzor & Drew Phillips

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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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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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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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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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Drew does the Tyla dance, Enya - confirmed - has a hex on her and Ky wont shut up about going to the brat concert. Also thanks to josiah, drew has a tight ten minutes of horrible stand up https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy instagram: @emergencyinte…
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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer …
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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer …
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Enya will never have a kid because she has to take care of us, Drew brings up the fact that SZA (his ex) wrote an entire album about him, and Ky finally gets a camera. https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy instagram: @emergencyintercom @emergencyinter…
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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI. Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU 😁 F…
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Trisha Paytas is unironically a fan of the podcast, Drew ate over 100 spiders, and then saw a psychic that read him to filth. Then delivers his most painful stand up set yet. https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy business inquiries: emergencyintercomp…
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Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience. Watch this episode on YouTube: https://www.youtube.com…
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josiah steps foot on the new set, gifted our dream mics, drew’s basketball journey and josie taste tests gucci handbags. Ky is deeply threatened by josiah's relationship with drew. https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Head to https://FACTORMEALS.com/…
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Intercom Product Manager Bethany Clark sits down to discuss B2B vs B2C product management with Bob Wallis, our Senior Product Marketing Manager. Having recently transitioned into B2B product management after several years in the B2C space, Bethany draws from first-hand experience and offers insightful perspectives on the key differences and commona…
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ky is late today because he’s gone hollywood, drew revisits his facebook era and get us on trisha’s podcast we also show off our snatched jaws so keep your nasty pheromones away https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy business inquiries: emergencyinterc…
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Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full a…
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In case you guys missed it, our roof fell on us so we had to get a new set. Enya is repulsed by men flying around using little fans strapped to their backs and Drew has beef with ABBA’s holograms. Normal people scare us. https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's l…
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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical ad…
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yup that’s right we met Gypsy Rose, she loved us, and begged us to be on the podcast. we also discuss who is who from challengers (Drew is Patrick cuz he’s ran thru) and humiliation rituals… https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Sign up for a $1 per m…
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In episode 2 of Off Script, our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality. Watch the full episode now YouTube: https://youtu.be/X3iNjM89fR…
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Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality. You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm Fol…
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We are so crazy we love, we giggle, we laugh..we cry...we are free. We can’t be trusted when you are checking out for the grocery store and you have to put your pin in for the debt card. https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy business inquiries: emerge…
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Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien and Senior Director of Human Support Bobby Stapleton discuss the impact AI is having on customer service careers, and what “new world” support roles and career paths look like compared to “old world” ones, based on their own personal experience. Watch this episode on YouTube…
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Drew eats chapstick and talks about his time in the Illuminati. Ky has disappeared and prank calling ensues https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Sign up for a one-dollar-per-month trial period at https://shopify.com/intercom https://factormeals.com/i…
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Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the per…
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If we look a little different it’s because we went back in time to 2017 and kidnapped Conan Gray to be a guest on this week’s episode. We talk about growing up on the internet, Conan going blind before dropping out of UCLA…and pheromones https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestream…
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In today’s episode, we’re joined by Declan Ivory, VP of Customer Support at Intercom, and Bobby Stapleton, Senior Director of Human Support at Intercom who explore how our own Customer Support team is benefitting from Intercom's Fin AI Copilot, our brand new intelligent personal assistant for customer service teammates. We'll uncover how Fin AI Cop…
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Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it. Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ 📝 Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copi…
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save emergency intercom, take the survey: https://forms.gle/W6HshHtG7FCwnCgR9 Enya and Drew went on a date and it didn’t work because he’s g*y, but Drew is also flirting with their female landlord? Very confusing… https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy…
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This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing. In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and…
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This week on Intercom On Product we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing. In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technol…
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save emergency intercom, take the survey: https://forms.gle/W6HshHtG7FCwnCgR9 Drew proves that he’s a horrible boyfriend by leaving Enya to die to go watch basketball. Maybe he’s acting out because he’s an expired twink? https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's l…
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This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering y…
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save emergency intercom, take the survey: https://forms.gle/W6HshHtG7FCwnCgR9 Some people like ugly. It’s giving ugly and that’s okay. https://www.patreon.com/emergencyintercom join the Patreon for bonus episodes, q&a/topic submissions, livestreams, pay for ky's lobotomy Go to https://www.Zocdoc.com/INTERCOM and download the Zocdoc app for FREE. Th…
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This week our Director of Automated and Proactive Support, Ruth O’Brien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=lNujY05wFAE 😁 Follow t…
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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 Planes are falling out of the sky and Enya’s grandma thinks that Fortnite is a documentary. 20% off your first order when you shop better hydration today using promo code EMERGENCY at https://liquid-iv.com Control…
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Our VP of Product Brian Donohue and Senior Product Manager Julia Godinho delve into the evolving landscape of product management, offering a glimpse into the challenges and opportunities that AI presents in this new era. Watch this episode on YouTube: https://www.youtube.com/watch?v=btllH4W4YS4 📝 Read Julia Godinho's blog post: https://www.intercom…
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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 just turned 18 and is already making 30k a month on his OF, Enya smoked weed and lost her mind and Ky let a fan electrocute his brain business inquiries: emergencyintercompodcast@gmail.com instagram: @emergen…
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Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode,…
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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 goes deep reporting on the wildest story you have ever heard and enya sets a new screen time world record. Plus stories from the freaks that sit on the same side in restaurant booths. Please go follow enya or…
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Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like. 📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-ell…
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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 Get 20% off your first order when you shop superior hydration today using promo code EMERGENCY at https://liquidiv.com Go to https://zocdoc.com/intercom and download the Zocdoc app for FREE. Then find and book a t…
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With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality. 📝 Blog: https://www.intercom.com/blog/videos/economics-…
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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 Our unofficial conspiracy episode. We finally address the fact that enya is a robot planted by the CIA to influence the general public then Drew farts directly into the mic while discussing the glitter conspiracy …
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Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your custom…
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we review the apple vision pro, drew broke his mewing streak and we reminisce on meeting chloe sevigny Follow Enya on Insta: @EnyaUmanzor Follow Drew on Insta: @DrewPhillips09 To listen to the podcast on YouTube: bit.ly/EmergencyIntercomPodYT Don’t forget to subscribe to the podcast for free wherever you're listening or by using this link: bit.ly/E…
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Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, sat down to dive into Molly's recent blog post titled 'A new age of UX: Evolving your design approach for AI products'. 📝 Read Molly Mahar's blog post: https://www.intercom.com/blog/design-ux-machine-learning-ai/ 🎦 Watch this episode on YouTube: h…
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Drew reveals he is neuralink patient zero, Enya addresses her fortnite haters and they discuss josiah on jason nash's tiktok live Follow Enya on Insta: @EnyaUmanzor Follow Drew on Insta: @DrewPhillips09 To listen to the podcast on YouTube: bit.ly/EmergencyIntercomPodYT Don’t forget to subscribe to the podcast for free wherever you're listening or b…
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Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing. 🗂️ Chapters 00:00 Introduction …
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In this episode of emegency intercom we discuss gypsy rose ’s manipulation tactics, donald trump smelling like a toilet and near death experiences driving in la. Follow Enya on Insta: @EnyaUmanzor Follow Drew on Insta: @DrewPhillips09 To listen to the podcast on YouTube: bit.ly/EmergencyIntercomPodYT Don’t forget to subscribe to the podcast for fre…
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Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from h…
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its enyas birthday so we decided to get really drunk for this episode. Follow Enya on Insta: @EnyaUmanzor Follow Drew on Insta: @DrewPhillips09 To listen to the podcast on YouTube: bit.ly/EmergencyIntercomPodYT Don’t forget to subscribe to the podcast for free wherever you're listening or by using this link: bit.ly/EmergencyIntercom If you like the…
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Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead. Watch the video: https://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11 Read a transcript: https://www.intercom.com/…
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Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead. Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8 Read a transcript: https://www.intercom.com/blog/…
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Today we talk about the ultimate scam and how we’ve been scammed / scams we’ve done and the horrors beyond comprehension we experienced on tour YEARSSS ago Follow Enya on Insta: @EnyaUmanzor Follow Drew on Insta: @DrewPhillips09 To listen to the podcast on YouTube: bit.ly/EmergencyIntercomPodYT Don’t forget to subscribe to the podcast for free wher…
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