Intercom Academy
Building an effective Conversational Support team
Whether you're new to the role, or on the path to becoming a Support team manager, the Build an effective Conversational Support team course brings you from the foundations of building a successful workspace through to managing your team's performance on a daily basis. We pepper the course with introductions to key metrics to help you evaluate your ...Delivering a world-class customer support experience
Today, providing great customer support isn’t optional. If you’ve mastered providing great support to customers with Intercom it’s time to get official recognition for your art. The 'Deliver a world-class customer support experience' course examines a Support agent's knowledge around using the Intercom Inbox to resolve customer conversations and collaborate ...Designing and implementing a conversational framework for support teams
Customer expectations are higher than ever. It's no longer acceptable to choose between offering fast or meaningful support to customers. It needs to be both. By implementing the Conversational Support Funnel, you can set your team up to provide great support to customers - at scale. The 'Design and implement a conversational framework for Support ...Fundamentals for support managers
In this course, we've covered practical tips and best practices straight from experienced support leaders. Now you know how to get started and reflect on your setup. Now you can use what you've learned to fit your unique team and goals.
What you've learned
Invite your team and teammates.
Manage ...
Getting started with Fin 2
AI is transforming how support is provided, and customer expectations are changing quickly. There's a lot to take in. Congratulations on staying at the forefront of technology and being a Support pioneer!
Fin 2 can handle your entire frontline support, allowing you to scale efficiently and free your team for higher-impact work. By earning ...
Getting started with Fin AI Copilot
Fin AI Copilot can increase your agent efficiency by up to 31%. In this course we covered:
• How to set up Fin AI Copilot
• How to report on your team’s usage of Fin AI Copilot
• How to test and roll out Fin AI Copilot to your team
• How to best use Fin AI Copilot as an agent
"We're seeing conversations that leverage Fin AI ...Getting started with Intercom: Fundamentals
If you're new to Intercom and excited to harness the power of AI-driven customer support, you're in the right place.
Getting started with Intercom: Fundamentals will guide you through your first steps with Intercom, helping you fully leverage its capabilities and start seeing value right away.
At the end of this course, ...
Getting started with Knowledge Hub
Whether it’s for Fin, agents, or customers, Knowledge Hub is where you handle your help content in Intercom. Upload, control, manage and optimize your content all from one centralized place and ensure accurate answers and invaluable customer experiences.
In this course, we've covered:
• Navigating around Knowledge Hub
• Uploading ...Intercom Community Expert Certificate of Achievement
This certificate recognizes dedicated Intercom Community users who consistently support fellow customers, share their knowledge, and foster user engagement.
Recipients of this certificate have demonstrated their expertise in:
✔ Demonstrating extensive knowledge of Intercom.
✔ Providing superior customer support through the ...
Intercom Mentor of the Year
This certificate recognizes the most dedicated Expert Users who actively support and guide fellow Intercom customers, sharing their knowledge and fostering growth.
Recipients of this certificate have demonstrated their expertise in:
✔ Mentoring fellow Intercom users to enhance their skills.
✔ Sharing valuable insights to ...
