Support
6 min read
Give your customers best practices, not just FAQs
Skip the boring how-tos and FAQs. Instead, create best practice content to teach customers how to get the most from your product.
Latest News
Product & Design
41 min listen
Productboard founder and CEO Hubert Palan on mastering product strategy
Scale by Intercom
7 min read
Zapier’s Richard Hall on why your support organization is a brain trust – not a cost center
Scale by Intercom
30 min listen
Solving the customer success equation: Nick Mehta on delivering value at scale
News & Updates
45 min watch
Lessons from the boardroom: Karen Peacock on leadership
Product & Design 10 min read
Tackling complex design debt: a three-step framework
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 is “conversational”?
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
10 technical strategies to avoid when scaling your startup (and 5 to embrace)
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
For better products, start with a problem statement
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
Great help content starts with great questions
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
2020 on Inside Intercom
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
What we learned from Scale in 2020
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
Intercom’s 2020 people pivot
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
Building a great sales team: How Intercom fosters and maintains its sales culture
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.
