Joseph Sultan | Community
Skip to main content

Intercom Community Profile 

Intercom Expert & CX Senior Manager with 9 years of experience in process optimisation, management, and systems audits, consistently driving 93%+ across key metrics.

As an Intercom Certified Partner, I designed, developed and shipped numerous Intercom apps and bring a strong focus on optimising every process for peak performance.

With a career spanning front-office functions (CX and Fraud prevention) and back-office operations (Finance, Engineering, HR, Business development and Data), I specialise in making customer experience and operations run smoother, faster, and smarter.

Learn more: customer-experience-ops.netlify.app

I don’t just advise, I build teams that outperform everyone else. Every. Time. 

 

 

Hi Joseph,

I came across your profile and really appreciated your expertise around Fin AI and Intercom reporting. I’m currently leading Fin AI for my company’s support operations, and my manager has asked me to take our reporting and insights to the next level; moving beyond just tracking metrics like Resolution Rate, Involvement Rate, and CX Score, to using them to identify trends, gaps, and ROI impact.

 

I’d love to connect to see if this is something you could advise on — specifically around setting up a Fin performance tracker, interpreting the data to surface insights, and creating a lightweight QA process for ongoing optimization.

 

Quick question: do you typically charge for these strategy consultations, or do you offer a discovery call first to scope out the support needed?

 

Thanks so much,

Latisha

Terms & ConditionsAccessibility statement