The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
AI & Automation 12 min read
Building Machine Learning into viable products is a very different process than usual product development. Here are the key lessons we learned when we built Resolution Bot.
Sales 32 min listen
For the latest episode in our Scale series, Dee Reddy caught up with Atlassian’s Kristen Habacht to find out how freemium can drive enterprise sales, how it changes the interaction with the customer, and why it fundamentally affects the relationship between sales, marketing, and product teams.
Customer Service 6 min read
Good customer support costs time and money. Learn how support can become a strategic investment that increases customer retention and reduces churn.
Product & Design 4 min read
We’ve all experienced it, but that sense of professional self-doubt known as impostor syndrome can cause great anxiety and distress. Here are some tips and suggestions for confronting negative thoughts and finding a more positive self-regard.
Product & Design 39 min listen
In this month’s episode Des Traynor and Paul Adams deep dive into the process of roadmapping – why it’s important and how it should evolve as your company scales.
Customer Service 5 min read
Aircall’s Global Head of Customer Care Ian MacLean explores the importance of having an integrated support tech stack to avoid what’s known as the “swivel chair effect” – switching between multiple tools and screens to gather enough context to solve a problem.
Product & Design 7 min read
Series, our new customer messaging orchestration tool, is so intuitive that it feels natural and obvious – and yet, the design was not inevitable at all. Here is how we considered different options.
Scale by Intercom 35 min listen
Shane Murphy-Reuter (SVP of Marketing at Intercom) interviews Brian Halligan (CEO and co-founder of HubSpot) about the importance of conversational relationships and how they can drive business growth.
Product & Design 40 min listen
Is online anonymity a positive or negative force in the world? Blind co-founder Kyum Kim joins us on Inside Intercom to discuss the implications of anonymity in the workforce and at large.