Will Burroughs

VP Brand @Intercom Alum: @noom @DeutschInc @Phenomenon @GSP @180Amsterdam. All views are my own, in case you couldn't tell from their subpar content.

[brah⚡️🛸 @scifisomo]

@dougboneparth what color

they have this deep turquoise I saw recently that is 🤌

[Paul Adams @Padday]

Today we had 4 big @intercom product announcements. Huge shoutout to the many talented people here who worked on all of these 🥰

* 1 New AI-first Messenger*

Messaging/Chat tools for Customer Service were never designed with AI at the centre, we added AI to what existed already. But there are better ways to do it, and so we redesigned our Messenger to make it AI-first! It's all-in on AI, and also imho quite beautiful! 🤩

[Eoghan McCabe @eoghan]

Every other month, we package up all the new tech we've just built and bring our product leaders together to demo it to our customers and the world. We call these shows Built For You. The last one was chaotic and amazing. We had 5k people live in the comments, cracking jokes and sharing love. If you're an @intercom fan, or just Intercom curious, I think you'll enjoy. The next one in live on LinkedIn in two days! https://t.co/KZpsWyNnA4

[Fin @fin_ai]

Why wait for the future? On June 27th, we’re unveiling the latest advancements in our AI-first customer service platform live on LinkedIn. Experience firsthand the technology that will set a new standard in customer support. Grab your spot now at https://t.co/j6By9xMT9D

[Eoghan McCabe @eoghan]

New TV ads

[Paul Adams @Padday]

Off Script Episode 2 is here and in it I outline why Customer Service is already one of the first industries to be fundamentally changed by AI. The new path is clear: an AI-first customer experience by default.

We see incredible business opportunities, way beyond service, for those that embrace the required mindset shift. We can now see what is truly possible, with hard data, and it is only the beginning.

If you enjoy it, please share with your CS team!

[Karri Saarinen @karrisaarinen]

This is what brand means. Not following what others are doing, but figuring who you are and how you want to represent yourself. Communicating what is important. Making something true people pay attention to.

Great job @intercom team @destraynor @eoghan

[Eoghan McCabe @eoghan]

Welcome to Off Script! In episode 1, @destraynor shares some poignant and emotive ideas to help us understand the great importance of this time in tech, some stories about our internal reaction to the dawn of modern AI, and some frameworks for how you can respond too. Enjoy.

[Des Traynor @destraynor]

Off Script episode 1 is live!
You can watch it right here, or on the @intercom YouTube channel.

Hope you enjoy, and do please share it widely!

[Fin @fin_ai]

These are real reactions from real customers. And on April 10th, we’ll be letting the whole world in on our little secret.

Curious? You should be.

Join us LIVE on LinkedIn as we unveil the beginning of a new era in customer service. If the comments from our beta testers are anything to go by, you really shouldn’t miss it!

Watching is easy, no registration required. Simply click "Attend" at https://t.co/ikmcsZpB4m and you’ll be notified when we’re live 🔴

[Scuderia Ferrari HP @ScuderiaFerrari]

Team Statement

Scuderia Ferrari is pleased to announce that Lewis Hamilton will be joining the team in 2025, on a multi-year contract.

[Will Burroughs @WillBurroughs]

Your weekly reminder that this is the best soundtrack to work to...

https://t.co/p117wluU7g

[Eoghan McCabe @eoghan]

What does your company believe? What does it stand for? What’s its vision for the future? And what role does it plan to play in that?

We put all of this in writing at Intercom, had our team of 900+ people sign it, and put it live for all to see today.

https://t.co/CUv6tjOxwt

[Paul Adams @Padday]

When you see yourself as a company creating a better future, oftentimes it's easy to discard a technology that has been around for a long time. That's understandable, times certainly change. For example, it's simply a fact that we don't phone each other nearly as much as we used to. We message instead.

But sometimes, the old way is still the best way. If you urgently need to communicate, you phone. If you need a big conversation, you phone.

Customer Service is no different. Messaging is taking over and will certainly be the dominant channel. But sometimes, if it's urgent, it needs to be phone. If it's technically complex, it needs to be phone.

So today we launched Intercom Phone and it is a fantastic experience. It is natively built into Intercom so is easy and immediate to use. Jump between messaging and calling with one click, no jumping around tabs or tools. Intercom Phone has full video calls and screen sharing. And it can be configured to work whatever way you want with our no-code Workflows.

Phone is a deep space, and we've more to do. But Intercom Phone is truly the best user experience on the market for Customer Service teams and their customers.

Check out the video for a 90 second walkthrough, and https://t.co/J2tLpcNyqz to try it out!

[Eoghan McCabe @eoghan]

The only time I like being wrong is when I think a challenge at @intercom may be insurmountable, and then someone figures out how to do it anyway.

One year ago I said we'd take on Zendesk. Our plan is to become the leading customer service platform. One GIANT head start they had over us was their phone functionality. They had years and years of work done ahead of us. There was no way we could catch up. Did we need to partner with a third party? Acquire someone?

I'll skip the very big step where all of this actually got done and jump to the punch line: It got done! Intercom Phone just launched today.

Completely native. Inbound and outbound calling. Integrated into your inbox, and with your live customer data. Supports insanely complex, personalized phone trees and automation. With video calling AND screen sharing too. Works in the Intercom Messenger or over the traditional phone network. Automatically records AND transcribes all calls. Takes voicemails. Has realtime dashboards for managers, and extensive reporting. And it all works with your existing phone number. And has tons of smaller little features and details I'm still discovering.

This has been in beta with over 700 customers who've had over 20k calls. It's a fully featured and finished, best-of-breed phone product. No vaporware here.

What else is possible?

[Will Burroughs @WillBurroughs]

Anti-bribery training be like: "you're thinking about doing business with a known felon who is threatening to murder your family. Should you a) run away b) consult internal legal council before running away?"

[Alex Kantrowitz @Kantrowitz]

TikTok’s destructive algorithm recommending you watch its CEO flail before congress

[Eric Newcomer @EricNewcomer]

no atheists in a foxhole. no libertarians in a bank run

[Will Burroughs @WillBurroughs]

@ben_perreira I don’t think “it being said before” is going to stop anyone.

[katie dreke @katiedreke]

‘Gorpcore’: How did the Outdoors Drastically Influence Fashion and Style in the 21st Century?
https://t.co/6tXdEIlyCc