The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Engineering 6 min read
Scaling a company is never a linear process. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands. That’s where we found our Data Infrastructure team at the end of 2020.
Product & Design 22 min listen
The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder.
Customer Service 13 min read
Human support has a critical impact on customer satisfaction – and ultimately, on your company’s bottom line. Here’s why it’s so important to invest in human support as a strategic lever in your business.
News & Updates 9 min listen
Back in 2018, we realized we needed to scale the APAC team to meet Intercom’s rapid growth. And thus, the Sydney office was born. Now, we hear from the Aussie team to learn how the journey has been.
News & Updates 6 min read
When we started Inter-Amigos, Intercom’s employee resource group (ERG) for Latinx colleagues, this time last year, we had one common goal: create a space to explore our shared cultural background while elevating our voices across Intercom.
Customer Service 6 min read
Building a successful product means saying no sometimes – but as a support rep, that can be challenging. Here are 6 ways that you can make saying “no” more palatable for the customer and easier on you.
Scale by Intercom 28 min listen
Can digital platforms be the key to finally providing mental health services to children? Rebecca Egger believes so, and joins us to discuss how her company, Little Otter, is helping children access help when they need it.
News & Updates 8 min read
Logistics platform Stuart is saving over 2,500 support team hours and automatically resolving 55,000 chats every week with Custom Bots, enabling them to reach resolutions 4x faster, keep response times to under 30 seconds, and more.
Product & Design 5 min read
As Intercom grows, we’re moving into new markets and serving new kinds of customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do.
