Support
31 min listen
Jeff Toister on a guaranteed customer experience
Guaranteeing a great experience for your customers isn’t hard, but are you actually delivering on that promise?
Latest News
Sales
6 min read
Building a sales team in a high-growth environment
News & Updates
1 min read
Meet the Intercom team at Web Summit 2021!
News & Updates
8 min read
Building bots for success: The custom bot that saved logistics platform Stuart over 2.5k hours per week
Product & Design
5 min read
Moving upmarket as a product manager: What changes and what stays the same?
Product & Design 3 min read
Foundations to build on: Intercom’s principles for building product
Principles are a way of encoding successes, helping to repeat behaviors that led to positive outcomes and avoid behaviors that led to mistakes. Here are the principles we use at Intercom to build product.
Marketing 12 min read
Conversational customer engagement: 5 best practices and 6 examples of effective messages
Timely, targeted messages will help you engage and retain customers. Check out our best practices for customer engagement.
Product & Design 7 min read
What metrics are the most important for your product?
The SaaS industry is full of advice on the perfect product metrics to gauge your users’ activation, engagement, and interactions. But how do these concepts translate into real product improvements?
Product & Design 22 min listen
Intercom’s Jane Honey on perfecting career paths for product management
The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder.
Engineering 6 min read
How Intercom’s Data Infrastructure team met growing demand with solid principles
Scaling a company is never a linear process. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands. That’s where we found our Data Infrastructure team at the end of 2020.
Support 13 min read
How support leaders can empower their teams to satisfy, delight, and retain customers
Human support has a critical impact on customer satisfaction – and ultimately, on your company’s bottom line. Here’s why it’s so important to invest in human support as a strategic lever in your business.
News & Updates 9 min listen
Intercom tour: Meet the Sydney office
Back in 2018, we realized we needed to scale the APAC team to meet Intercom’s rapid growth. And thus, the Sydney office was born. Now, we hear from the Aussie team to learn how the journey has been.
News & Updates 6 min read
Celebrating Hispanic Heritage Month and the first anniversary of Inter-Amigos
When we started Inter-Amigos, Intercom’s employee resource group (ERG) for Latinx colleagues, this time last year, we had one common goal: create a space to explore our shared cultural background while elevating our voices across Intercom.
Support 6 min read
How do you say no to customers?
Building a successful product means saying no sometimes – but as a support rep, that can be challenging. Here are 6 ways that you can make saying “no” more palatable for the customer and easier on you.
