Customer Service 6 min read
PREACH: A tone of voice framework for customer support
In customer support, it’s often not what you say, but how you say it that makes all the difference. This framework is how we get the right tone of voice.
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Sales 35 min listen
The appliance of science: Mark Roberge’s formula for scaling
It’s the question every startup must face on its go-to-market path: when to scale and how fast to go. Mark Roberge talks to Intercom’s Kate O’Hanlon about the science that holds the answer.
Product & Design 6 min read
Sweating the details: Designing improvements to our product navigation
Over the years, Intercom’s main product navigation began to cause confusion. Here is how we tackled the problem by focusing on two areas to make it more usable, intuitive, and polished.
Customer Engagement 35 min listen
Built for You: How customer feedback informs what we ship
A very special panel with some of our R+D team members – we hear how conversations with our customers have shaped our product.
Customer Service 8 min read
The art of the customer follow-up and delightful customer service
Proactive customer follow-up is key to providing your customers with a sense of delight and a positive experience of your product or service.
Engineering 7 min read
Four steps to building engaged engineering teams
Engaged teams are the backbone of a healthy organization. Here are four lessons I’ve learned the hard way on about how to build engaged teams (as well as how not to build them!).
Scale by Intercom 32 min listen
Subscribing to the future with Zuora’s Carl Gold
We hear from Carl Gold (Chief Data Scientist at Zuora) about how the subscription model is transforming legacy businesses, how companies can fight churn with data, and what Goldilocks can teach us all about growth.
Customer Service 8 min read
The future of support: 5 key trends shaping customer service
How should support teams prepare for the year ahead? New research from Intercom reveals 5 key trends that every business needs to know.
Product & Design 32 min listen
Intercom on Product: Meet your marketer
In our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales.
