The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
AI & Automation 45 min listen
The business world is finally starting to understand AI’s true potential: not a magical solution to all our problems, but a useful complement to our existing strategies. MadKudu co-founder Francis Brero chats to Dee Reddy to explain.
Product & Design 6 min read
We talk a lot about “aha” moments in products, that feeling of delight when you discover the value in a new app or service. But how do you identify and measure aha moments, and how do they relate to activation?
Engineering 8 min read
At Intercom, we rely on Elasticsearch as a core technology to power key parts of our platform. But how do we make it a seamless experience for our product teams? Here’s how we run our search infrastructure on AWS.
Growth 30 min listen
Cliniko founder Joel Friedlaender chats to Intercom’s Dee Reddy about remote-first working, how COVID-19 has accelerated changes in health tech, and why robust data compliance practices are more important than ever.
Customer Service 9 min read
What does quality support actually look like? We partnered with Klaus to survey hundreds of support leaders and get a deeper understanding of how they define, measure, and improve “quality”. Here’s what we learned.
Product & Design 45 min listen
Information has never been so accessible – the world’s knowledge is quite literally at our fingertips. But as more and more stories get told, that begs the question: who’s telling your story? Wikimedia Foundation COO Janeen Uzzell is on a mission to change the answer to that question.
Customer Service 10 min read
Ensure only complex queries reach your support team, and equip them with the most effective strategies for providing efficient, human support.
Customer Service 9 min read
Handling frequently asked questions requires more than a well-maintained FAQ page. Leverage the power of automation to deliver fast, accurate answers to customers at the right time.
Customer Engagement 30 min listen
CX pioneer Jeanne Bliss chats to Dee Reddy about what it takes to create a legacy of sustainable, customer-centric business.