The Intercom Blog

Articles and Podcasts on Customer Service, AI and Automation, Product, and more

Customer churn is another term for customer attrition. It looks at the rate at which customers unsubscribe or stop buying from a brand, product, or service.

Hold time is the total amount of time a caller is placed on hold during a customer support exchange via phone.

A service desk is typically the main point of contact between users and service providers. Service desk software helps teams execute on this offering.

A changelog is used to share software product updates with customers. Successful teams think about changelog format and how it integrates with other resources.

SMS customer service is any support your business provides customers via SMS text messaging.

Companies use business SMS to have two-way conversations with their customers. A business SMS platform streamlines and centralizes these communications.

Marketing automation is the use of software and technology to manage marketing processes and campaigns automatically across multiple channels.

Customer self-service is an offering that gives customers the ability to solve problems on their own – without having to talk to a customer service professional.

A knowledge base is a self-serve online library of information about a product, service, or specific product.