The @intercom's Pioneer 2025 Conference was a success and mind-blowing one. Will say this has to be the highlight of the month already. For those in the customer service niche, you all can agree with me that Intercom is one of the industry leaders when it comes to quality customer experience. With all the buzz and all, @Fin_ai FIN 3 IS HERE! and this is what is coming and I am super stoked! Procedures: Step-by-step workflows for complex cases Simulations: Test AI responses before going live Fin Voice: Handles real phone calls naturally Insights 3.0: Better CX metrics & resolution quality tracking Tasks & Actions: Full Salesforce/HubSpot integration Sentiment Analysis: Detects tone and triggers human handoffs when needed As someone who has been in customer/user support, I'm genuinely excited about what's ahead. It's not even about replacing humans, rather it's more about empowering us to do our best work, and to that end, Fin 3 bridges the gap between automation and empathy by resolving up to 50% of customer queries instantly while empowering human agents to focus on complex, high-value interactions. Huge thanks to @Intercom for hosting this incredible event and making customer experience truly seamless. And shoutout to @AnthropicAI for building the intelligence behind Fin 🙌 My biggest takeaway? When the legendary @garyvee dropped that wisdom about getting on this AI trend, getting our hands dirty, and making ourselves more valuable - I felt some kind of energy in me. The future of support isn't just coming. It's already here. And I'm super ready for it. 💪 #Pioneer2025 #CustomerExperience #AIinSupport #IntercomFin

Yesterday, live from Fin Labs in Paris, our CPO Paul shared a major Fin product announcement. Analyze is now a complete observability system. Now with Insights, newly launched Monitors, and Recommendations, you have everything you need to understand, measure, and improve your customer experience with complete confidence. 0:35 – Keynote 16:14 – Monitors announcement 21:30 – Monitors demo 38:15 – Recap and Q&A 51:05 – Customer panel with Numan and Glean Watch it all here

1. Stop underpricing yourself just to get experience. Experience won’t pay your bills, Skill positioning will. 2. Pick a niche. You can’t be the automation guy, data guy, chatbot guy, design guy, and cybersecurity guy at the same time. Focus, dominate, then expand. 3. Don’t chase every new tool. Master the ones you already use. Tools change every month, skill doesn’t. 4. Learn how to sell. Being good isn’t enough. If you can’t explain your value clearly, you’ll stay broke with talent. 5. Build proof, not just promises. Case studies, Screenshots, Results. Even small wins count. 6. Your communication is part of your skillset. Clear messages, Clear proposals, Clear timelines. Clients don’t like confusion. 7. Charge for strategy, not just execution. Anyone can do tasks, Not everyone can think. 8. Protect your energy. Not every client deserves access to you 24/7. 9. Have a simple system for leads. Referrals, Outreach, Something consistent. Don’t wait until you’re broke to look for work. 10. Deliver fast when possible. Speed builds trust, Trust brings repeat clients. 11. Keep learning, but apply immediately. Courses are nice, Implementation pays. 12. Remember why you started. Freedom, Growth and Impact. Whatever it is for you, don’t lose sight of it. Freelancing isn’t easy. But if you treat it like a real business and not a side hustle mindset, it changes everything.

Gemini 3.1 Pro just launched. We benchmarked it on hundreds of real workflows 👇 𝟯.𝟭 𝗣𝗿𝗼 𝗶𝘀 𝗮 𝗰𝗹𝗲𝗮𝗿 𝘀𝘁𝗲𝗽 𝘂𝗽 𝗳𝗿𝗼𝗺 𝟯.𝟬 𝗣𝗿𝗼. But where it really stands out is VALUE. When you factor in price, it keeps up with the top models. • 80% of the performance of the top models. • ~25% of the cost. Already more capable than models that were leading just weeks ago. For Zaps running at scale (routing, syncing, notifications), the value is hard to beat 🔥

Sonnet 4.6 just dropped. We got early access. Some thoughts 👇 We ran @Claude Sonnet 4.6 against 4.5 and Opus 4.6 on real workflow automation tasks: conditional routing, scheduling coordination, contract flows. Sonnet 4.6 is a clear step up from it's 4.5 version. Stronger reasoning on branched logic, fewer tokens, and close to Opus on accuracy. When to use which in your Zaps: 𝗦𝗼𝗻𝗻𝗲𝘁 𝟰.𝟲: your default for most workflow automation. Branched logic, conditional routing, document flows. 𝗢𝗽𝘂𝘀 𝟰.𝟲: reach for it when workflows span lots of tools, need cross-source synthesis, or need to recover when steps fail. Both are available in Zapier now. Learn more here about @AnthropicAI's launch here: zpr.io/pBHPReyxnnjM

We automating tasks and getting the job done this year! Customer support just got to be more seamless and smooth. Stay with me.

Happy New Year my X Fam! Wishing you all an amazing and fruitful 2026 🥳💜

Empathy is the real superpower in customer service. It’s not just about replying fast rather it’s more about showing customers you see them, hear them, and understand how they feel.

If your team uses Google Sheets, Notion, or ClickUp daily, Zapier can keep everything in sync automatically. No more manual updates or forgetting to follow up. It’s like giving your business a nervous system that reacts instantly.

You don’t need to be a tech expert to automate your day. You just need curiosity and a few minutes to explore Zapier’s templates. You can start small; automate one thing you hate doing.

If your work involves repeating the same steps daily, you’re leaving time on the table. Zapier connects your apps so they work together, like having a side VA while you sleep hehe Set your Zaps once and let them run while you focus on real problems. #NoCode #WorkSmart #ZapierTips

Will be diving deeper into GHL and Zapier this week. Earlier, using Zapier, I connected Google Forms to Gmail. Whenever someone filled out the form, they received an instant thank-you email. That one Zap introduced me to Zapier, and I’m eager to explore it more, as well as GHL. It made me realize automation isn’t about doing less; it’s about doing things better. #Zapier #Automation #Productivity

It's Saturday and you know the buzzz? AI won’t take your job. But someone who knows how to use AI wisely might. Stay in the loop, stay curious and learn continuously.

What if your support system could “learn” from every interaction? That’s what AI does; it gets smarter over time. The key is teaching it well, guiding it, and reviewing results regularly. I train my agents, and it has been a smooth experience. Happy weekend!

Nearly didn’t show up on here today 😅 But work had me LOCKED IN. Got a job from a client who wanted a gaming Discord server built from scratch and I delivered the whole community in 24 hours. ✅ Full server setup ✅ Roles permissions ✅ Bots integrated ✅ Clean structure ✅ Everything synced ready for users Normally this would take 2–3 days, but I pushed through and got it done. If you need help building or moderating a Discord community or support for your users feel free to reach out. Forget to tell you I manage communities too? Haha Happy to help 💜

Create a “support automation map.” Start by identifying your recurring tasks (ticket sorting, email responses, feedback tracking) and assign a tool to each. This is what I did in some cases, and it helped me cut my manual workload by almost half.

Efficiency isn’t speed; it’s structure. As we grow, we resolve and learn. I once jumped between tools and tabs, trying to do everything at once. Now I rely on automated reminders, task batching, and well-defined workflows. Focusing more on what’s necessary. My days feel calmer, and my results are much better.

In a nutshell, Customer success means being proactive, not always reactive. Ai/Automation, and analysis give you visibility, while empathy gives you connection. With everything being equal you need both for long-term trust. Believe me

From my honest view, I must admit that AI is not just for automation; rather, it’s for anticipation. A closer look at customer success shows it isn’t about solving problems; it’s more about preventing them. You use data-driven tools to identify customers who might churn and reach out before they complain. Do with this post what you want😉

What really got me so interested about this AI? Not far-fetched, mate! AI can predict patterns, summarize chats, and even draft responses, but it’s you who brings warmth to every interaction. Personally, I think the best teams blend AI/automation with empathy for fast answers and human tone.