← Intercom
Intercom role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
A customer support helpdesk with Fin, an AI agent that answers customer questions automatically.
Who you'd be calling
Heads of Support, Customer Support managers and CX leaders at software and online businesses
Your opener
“Hi Jordan, this is Alex from Intercom. I know I caught you out of the blue. I'm calling because we help support teams cut down repetitive questions with an AI agent called Fin. Do you have a quick minute?”
Problems you solve for them
- Support volume grows faster than the team can handle
- Customers wait too long for simple answers
- Agents waste time on repetitive questions
Discovery questions to ask
- How many support conversations does your team handle in a typical week?
- What share of those are the same questions asked again and again?
- Have you tried AI for support yet, and how did it go?
Objections they'll throw at you
“I'm busy right now.”
→ Understood, I'll let you go. Can I grab five minutes on your calendar later this week?
“We're not interested.”
→ Fair enough. Can I ask if it's that AI isn't a priority, or that you've already got support under control?
“We already use something (like Zendesk).”
→ Lots of teams do. Is the AI part working well for you, or is it something you'd like to improve?
“Send me an email.”
→ Sure thing. What would be most useful in it: how the AI works, or what results other teams see?
Competitors worth knowing
Zendesk, Freshdesk, Help Scout
Interview tips for this company
- Know what Fin is and be able to explain it in one plain sentence, because it's the main thing Intercom is known for now.
- Expect the buyer to be wary of AI giving wrong answers. Practice a calm, honest response to that worry.
Written from public information about Intercom to help you practice. Ask an insider what their role play looked like; it's the best prep there is.