The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 9 min read
Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers. And delivering on that promise requires making critical choices – from what their mission is to how they work.
Customer Service 7 min read
One of the unavoidable realities of working in customer support is having to deal with people who are upset. Learning how to handle these situations will help you not only defuse angry customers but also keep your cool.
Product & Design 33 min listen
Jared Spool returns to the Inside Intercom podcast to chat education, diversity and the future of UX with Intercom’s Senior Design Manager, Jonathon Colman.
Customer Service 7 min read
Creating great proactive help content – that resolves your customers’ queries – is a dialogue between your support team and product team. Start with these four questions.
AI & Automation 7 min read
Designing high impact chatbots that satisfy both your customers’ and business’ needs is a delicate balancing act. These five botiquette rules will help you strike the right chord between empathy and productivity.
Product & Design 41 min listen
I sat down with Paul Adams and Emmet Connolly to reflect on the end of an era as well as the products and technology that defined 2019.
News & Updates 12 min read
The 2010s were a turbulent decade, but it’s impossible to make sense of the period without understanding the role of software. Here, we trace some of the biggest trends and stories in technology over the past 10 years.
News & Updates 35 min listen
This year has been a busy one for us on the podcast – we released over 57 episodes on everything from growth and sales to product and design. Here’s a roundup of our favorite conversations from year that was.
Customer Engagement 8 min read
The Intercom Content Team offer their highlights of the year, from the projects they most enjoyed working on to the articles they just enjoyed reading.