The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Engineering 8 min read
At Intercom, we start with an understanding of a real problem that our customers experience. It sounds simple, but why do so few companies do it well?
News & Updates 2 min read
More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. So much of…
Customer Engagement 1 min read
Customer retention is critical to long-term business success. Discover how to create a powerful retention messaging campaign in our refreshed guide.
Growth 2 min read
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
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
The Kano model is a methodology typically used to conduct customer-focused research that informs how products and features are developed.
Growth 2 min read
A customer pain point is a particular challenge or problem a customer faces within a brand’s industry or market.
Growth 2 min read
Customer experience design, or CX design, is the discipline of designing better customer experiences at each point of the customer journey.
Growth 2 min read
Downtime is a period of time that a business experiences an outage in the core services that power their product or systems.