News & Updates 2 min read
Announcing Intercom on Marketing – the print and audio edition
Today we’re launching our latest print and audiobook – Intercom on Marketing. Published in a digital format back in January,…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 13 min read
Design leadership as a subversive activity
The essence of design leadership is the inverse of what a lot of people might assume. More than adding new structure, it needs to be about subverting existing structures before they fail.
Customer Service 6 min read
Your growth requires taking risks with your hiring strategy
There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The inflection point is…
Product & Design 35 min listen
Bob Moesta on unpacking customer motivations with Jobs-to-be-Done
Bob Moesta pioneered the Jobs-to-be-Done (JTBD) framework in the mid 90’s, alongside Harvard Business School Professor Clayton Christensen. In short,…
Customer Engagement 10 min read
Product marketing strategy at a product first company
Despite the mountain of evidence contradicting the mantra of “if you build it, they will come,” it’s still extremely prevalent…
Customer Service 8 min read
Want your support team to drive revenue? Go real time.
In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time…
Customer Engagement 8 min read
The top marketing statistics for 2018 and why they matter
There are few functions where the phrase “the more things change, the more they stay the same” rings truer than…
Sales 5 min read
From hi to buy: 6 live chat sales techniques
Adding live chat to your funnel is a great way of generating more sales and targeting specific leads in a…
Customer Engagement 35 min listen
Andrew Chen on finding the “fresh powder” in growth
What do Dropbox, Uber, AngelList, Front, Gusto and Boba Guys have in common? All have benefited from the advice of growth expert and Andreessen Horowitz general partner Andrew Chen.