Customer Service Archives

The secret to great support is teaching users how to fish

There is a famous old saying about the value of education: “Give a man a fish, and you feed him…

Sales Engineer

Maslow’s famous pyramid shows a universal hierarchy of needs, and a similar framework can help us understand customers’ needs and…

Former Head of Platform Partnerships, Intercom

Helping your customers see the full value of your product is key to ensuring their loyalty, and webinars are one…

Director, Customer Engagement, Intercom

In the early days of a startup, you typically need an office in a city like San Francisco, where there’s…

Former Manager of Customer Support, Intercom

Conventional wisdom suggests that engineers reporting to non-technical managers can wind up being a disastrous situation. When I joined Intercom,…

Senior Director, Automated and Proactive Support, Intercom

Onboarding screencasts are the perfect way to show off your product, and set your new users up for success. The…

Director, Customer Engagement, Intercom

Having worked in retail, car rental, a call center, and now at Intercom as a Customer Support Representative, I’ve had…

Former Compliance Program Manager, Intercom

Want to build an exceptional customer support team for your software company? Each member needs first-rate tech qualifications, right? Wrong….

Former Associate Manager of Customer Support, Intercom

In your startup’s early days there are two inputs connecting customers to your brand: the product experience and the support experience.

Former Editor, Intercom