We found that the terminology in our codebase reinforced the biases and systemic racism we set out to take a stand against. So we found a way forward to eliminate their use at Intercom in hopes to create an inclusive environment for all.
News & Updates 5 min read
With over 72,000 downloads in its first week on the market, contact tracing app Rippl has been a lifeline for New Zealand businesses during COVID-19.
Scale by Intercom 6 min read
Support leaders are often asked to make tough tradeoffs between customer experience and efficiency. But if you want support to positively impact revenue, you need to invest in both.
News & Updates 5 min read
Code for America believes giving their clients an easy way to get support – especially during a pandemic – is key to the services they provide.
Scale by Intercom 32 min listen
Companies have to operate with more focus and greater efficiency than ever before. Luke Diaz shares how the data provider is using automation to do what can seem impossible today – drive business growth.
Marketing 5 min read
An emphasis on storytelling glosses over the quality that’s even more crucial for a brand’s content marketing to find success: personality.
Scale by Intercom 8 min read
Companies can no longer rely on decades-old technologies to power their customer relationships. Emails and forms are out. Personal, efficient conversational experiences are how businesses will differentiate their brands going forward.
Product & Design 30 min listen
Long-term trends around distributed working have been dramatically accelerated due to COVID-19. But how will we adjust to the sudden move away from traditional work environments? Daniel Scrivner believes the answer lies in asynchronous tools that allow people to get their work done without bottlenecks.
Product & Design 4 min read
How do you help your team focus and make meaningful progress, so that at the end of the week, there is a shared feeling of accomplishment? We use a simple framework to make sure everyone is doing high-impact work.
Support 7 min read
How do you scale a support organization without breaking the budget or killing the quality of the customer experience? From automation to smart suggestions, here’s how we have managed it, and how you can too.
