The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 4 min read
In our latest “Response Time” interview, we ask Hilary Lawrence, Customer Support Operations Manager at Agorapulse, what they wish people knew about working in customer service, which celebrity would be great at their job, and more.
AI & Automation 26 min watch
Our VP of AI Fergal Reid talks about the recent history of machine learning, why the direction it’s headed in is so relevant to customer service, and how AI customer service systems will need to be built.
Customer Service 15 min watch
As AI takes over more manual tasks, customer service teams have the opportunity to play a more strategic role and contribute to achieving broader business goals.
Customer Service 2 min read
Most customer service leaders are convinced that AI will help them work more efficiently, but some are still concerned about how it might affect the customer experience. Here are some tips to control how you introduce AI.
Customer Service 2 min read
In our latest “Response Time” interview, we ask John Wisnieski, Customer Success Operations Manager at ArcSite, about their greatest productivity hack, what they wish people knew about working in CS, and more.
Customer Service 36 min watch
Customers expect exceptional experiences from every business they interact with. If your service is “satisfactory,” you’ll get left behind. Shep Hyken shares findings from his latest report on how to deliver outstanding customer experiences.
Customer Service 4 min read
Laura Jolly, Lead Technical Support Engineer at Intercom, shares actionable insights from Support Driven Expo 2024. Learn how knowledge content is critical and more.
Customer Service 2 min read
It’s an exciting time to be in customer service. With AI taking over more repetitive tasks, teams have the unique opportunity to focus on what brings them joy at work.
Product & Design 27 min watch
Are B2B and B2C product management worlds really that different? Bethany joined us as a PM at Intercom after years in B2C, and shares her perspective on the main differences and similarities she’s encountered so far.