Customer Service 9 min read
52 weeks that changed everything: 2023 on the Intercom Blog
The Intercom Content Team presents the highlights of 2023 on the Intercom blog and podcast, from the frontlines of the AI transformation in CS.
Davin O'Dwyer
Latest posts by Davin O'Dwyer
AI & Automation 9 min read
Glossary of AI terms: Understanding GPT, neural networks, and more
If you’re struggling to tell your LLMs from your GenAIs, this AI glossary will set you straight with concise definitions around the key concepts around artificial intelligence.
Growth 15 min read
What is voice of the customer?
Learn about the concept of “voice of the customer” and why it is important to understand. See examples of successful VoC programs.
Growth 10 min read
Understanding customer success
Find out how to define and measure customer success as it relates to your organization’s products and services.
News & Updates 9 min read
2022 on Inside Intercom
The Intercom Content Team presents the highlights of 2022 on the Inside Intercom blog and podcast, from our special series to our documentary podcasts, and more.
Growth 2 min read
What is a user community?
A user community is a digital space for software products where users can ask questions, share feedback, and collaborate on new ways to use the software.
Growth 2 min read
What is a customer effort score?
A customer effort score is a customer experience metric measuring the amount of effort a customer has to make to get their request resolved.
Growth 2 min read
What is a customer stakeholder?
A customer stakeholder is an individual within a customer’s organization who has a stake in the relationship with the vendor.
Growth 2 min read
What is the Kano model?
The Kano model is a methodology typically used to conduct customer-focused research that informs how products and features are developed.