Eric Fitzgerald, Author at Inside Intercom

The 100 answer challenge: How our support team helped train Answer Bot

Designing a product like Answer Bot, which sets out to improve and optimize the support experience, benefited massively from the input of the Customer Support team – and to help train Answer Bot, we curated a list of 100 answers

Eric Fitzgerald

Senior Customer Support Representative, Intercom

Leanne Harte

Customer Support Manager, Intercom

Support 7 min read

Enhance your answers – how to handle frequently asked questions

Our customers often ask us how they can run an excellent customer support operation. One of the most frequently asked…

Eric Fitzgerald

Senior Customer Support Representative, Intercom

Support 5 min read

Creating a culture of trust in customer support

Recently, a customer asked me a deceptively tricky question at the end of a support conversation. It wasn’t anything about…

Eric Fitzgerald

Senior Customer Support Representative, Intercom