Customer Service Archives

What every remote office needs to succeed

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

At Intercom, we’re ferociously focused on two things: our product and our customers. Keeping a strong bond between these two…

Staff Technical Programme Manager, Intercom

Great bug reports are the the oxygen of quality control. Take them away and everything turns sour. As a Customer…

Former Product Engineer, Intercom

When it comes to customer support, focus on the fundamentals, not the flash, to build a solid product with a…

Former Head of Platform Partnerships, Intercom