HubSpot’s Director of Customer Support for EMEA Noel O’Reilly on how AI and automation are affecting customer service today and HubSpot’s AI strategy for years to come.
The Intercom Blog
Articles on Customer Service, AI and Automation, Product Design, and more
Customer Service 2 min read
In our latest “Response Time” interview, we ask Alex Sanchez, Customer Experience Lead at Fintual, about the strangest thing a customer has asked them, which celebrity would be great at their job, and more.
Customer Service 5 min read
Tickets have been a core part of customer service for decades – and for good reason. But when it comes to online businesses, ticketing systems are mostly impersonal, unresponsive, and utilitarian. That’s changing – fast.
Product & Design 9 min read
Product-market fit is critical for startups, but established companies also have to keep focusing on it. Discover a new approach we have devised at Intercom.
Customer Service 25 min watch
Legendary Professor Leonard Berry joins us to talk about his book ‘On Great Service’ and his framework for improving service quality.
AI & Automation 41 min watch
In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents.
AI & Automation 15 min read
As the customer service space finds new and exciting ways to work with AI, the roles and career paths that make up support teams are being reshaped. Here are just a few of the brand new roles already emerging as customer service embraces AI.
Product & Design 45 min watch
When you think about design, you probably picture some sketches on a whiteboard, a mockup of a product, or iterations of an interface. But a crucial part of the process happens – or should happen, at least – before the visual representation.
Customer Service 4 min read
In our latest “Response Time” interview, we ask Ashley Cicchetto, Manager of Customer Success at AR Workflow, about their best and worst customer service experiences, what they can do that a bot will never be able to replicate, and more.
AI & Automation 55 min watch
We take superintelligence head-on – the knowns and the unknowns, from the ethics to the threats and the challenges of regulation.