Freelancer profile translated to English.
Back to original languageAbout Lala Anissa
**Intercom Specialist**, I assist startups and scale-ups in implementing, optimizing, and automating their customer support, with a focus on AI chatbots (Intercom Fin / Answer Bot) and structuring the conversational experience.
With several years of experience in **Customer Care**, I have mastered the complete implementation of Intercom:
- Setup of inbox, routing, triggers, and automation rules
- Creation and optimization of AI chatbots (conversational logic, user intents, FAQ)
- Connection to the knowledge base and workflow structuring
- Improvement of self-service
I collaborate closely with Product, Tech, and Sales teams to translate user needs into clear and effective workflows, and I design decision trees and chatbot specs adapted to business challenges.
💡 Objective: to make Intercom and AI chatbots a lever for customer experience, for scalable, fluid, and user-centric support.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- ModjoCustomer Care OpsSOFTWARE PUBLISHINGMay 2025 - Today (1 year and 3 months)Paris, FranceIntercom & AI chatbot implementation for a SaaS startup
- Joint request management
- Intercom setup (inbox, rules, routing)
- AI chatbot creation (Fin / Answer Bot)
- Definition of user intents and FAQ
- Knowledge base connection
- Optimization of self-service and reduction of incoming tickets
- L'EtincelleSales B2CEDUCATION AND E-LEARNINGJuly 2024 - October 2024 (3 months)Training organization
- Management of a portfolio of 70 candidates for a training center
- Processing of funding applications for France Travail
- TandemzCustomer Success B2B2CSOFTWARE PUBLISHINGAugust 2022 - January 2023 (5 months)B2B2C SaaS
- Management of a portfolio of 20 companies
- B2B onboarding and configuration
- Management of Meta campaigns: Facebook and Instagram
- Customer and user support
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Education
- Master's degree in Marketing and Service ManagementIAE Gustave Eiffel2021
Certifications
- Designing and implementing a conversational framework for support teamsIntercom Academy2025