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.
News & Updates 1 min read
Happy customers or a productive support team? We say choose both – The Ultimate Guide to Conversational Support shares the strategy that makes it possible.
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.
Scale by Intercom 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.
News & Updates 6 min read
Tech subscription platform Grover built a suite of custom apps for Intercom to create even better experiences for their customers and offer personalized support at scale.
Support 14 min read
Scale your support without scaling your costs – empower customers to self-serve and provide them with the fast answers they need, when they need them.
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.
Support 10 min read
Ensure only complex queries reach your support team, and equip them with the most effective strategies for providing efficient, human support.
Support 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.
