We wanted to explore the retail landscape through various distinct themes – offering a range of perspectives and experiences. So we started by delving into the physical history of the store, followed…
Product & Design 7 min read
To onboard customers successfully to a complex product, you’ll need to understand what’s attracting them to your solution, and what might prevent them from embracing change.
Support 2 min read
Customer support volume overwhelming your team? It doesn’t need to. Discover five key trends transforming the support industry along with tips to put them into practice so you can deliver more efficient, personal support today.
Marketing 50 min listen
In our final instalment of S.H.O.P., we’re looking at how this year’s holiday shopping could impact retail for years to come.
Scale by Intercom 6 min read
When it comes to building a strong support experience, Chris Jewitt, Customer Success Manager at Klaus, notes that the key is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve.
Support 7 min read
What is a ticketing system, and is it the best way to offer customer support? Learn how we developed ticketing workflows to offer efficient support, while keeping it personal.
Support 6 min read
The holidays are around the corner! Is your support team ready for the volume? Here are 6 ways you can automate parts of your support workflow to make sure your customers get fast, precise support, 24/7.
Marketing 45 min listen
In the third installment of our four-part series S.H.O.P., we explore the tools and tech stacks that are empowering retailers to blur the line between commerce and ecommerce.
Scale by Intercom 6 min read
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. That’s an incredible statistic – but how can these benefits be realized?
Engineering 9 min read
When Intercom reached a certain size, it became clear that we needed to address database scaling issues. This is how we navigated the complex process of migrating to sharded databases.
