Inconsistent product functionality, wildly differing UI components, and conflicting terminology – the slow creep of design debt can have far-reaching consequences for your business if left unchecked. Here’s a simple framework for managing it.
Scale by Intercom 6 min read
What do we mean when we say “conversational”? Conversations are changing as technology evolves – here’s why it matters for your business.
Engineering 13 min read
From premature optimization to over-engineering solutions for your product, it’s easy to get caught up making technology decisions that slow you down instead of speeding you up.
Product & Design 5 min read
The secret to shipping successful product is clearly defining the problem that you’re setting out to solve. Here are some best practices to make that happen.
Support 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.
News & Updates 8 min read
The Intercom Content Team reflects on a most turbulent year, highlighting the essays, posts and podcasts that captured a year of incredible challenges and incredible achievements.
Scale by Intercom 3 min read
This year we launched Scale, a new content series about how industry leaders are focusing on customer relationships. Here is our roundup of all the industry insights we gleaned from this unprecedented year.
Marketing 45 min listen
In today’s episode we chat to the people who have worked tirelessly to ensure we managed to retain our strong culture and camaraderie across all of our teams and offices.
Scale by Intercom 10 min read
We spoke to some of Intercom’s sales leaders across three continents to learn more about what a great sales team culture actually looks like – and how you can put their lessons into practice.
Scale by Intercom 7 min read
Zapier’s Director of Support Operations Richard Hall reflects on what it takes to build a great customer experience, from valuing your team to listening to your customers.