We have paused our usual publishing schedule this week to give ourselves and our audience some time to process what’s been happening in the wider world, particularly on the streets of the US. Instead, here is a selection of some of the articles and resources we are sharing internally as we take time to pause, listen and learn.
Growth 32 min listen
We chat with Aircall’s COO and Co-Founder Jonathan Anguelov about their recent funding announcement and what it means for the future of the phone call.
Support 7 min read
We chronicled the initial training process of Resolution Bot to give you an inside look into how support teams can play a pivotal role in product development.
Sales 7 min read
In customer success, your goal is help as many customers as possible, as quickly as possible. But, during times of rapid change, juggling everything on your plate, along with your customers’ needs, can be a challenge.
Support 32 min listen
In this episode of Inside Intercom, we sat down with Intercom’s Head of Global Support Operations Ryan Steinberg to discuss automation and the future of support.
Product & Design 6 min read
As a product-led company, we put a lot of time and thought into how we organize our product teams, and how they work together. Here is a collection of pieces on the topic we have published over the years.
Support 6 min read
Support teams can profoundly influence retention by creating an experience that increases product satisfaction and deepens product knowledge. Monday.com’s Tom Ronen and our own Kaitlin Pettersen share their insights on this topic.
Marketing 6 min read
Email is an important channel for acquiring, supporting, and retaining users, but your sending reputation is critical. Here’s how to improve open rates and decrease bounces.
Product & Design 31 min listen
Des Traynor and Paul Adams return with episode 10 of Intercom on Product, exploring product judgment. What is it? Why does it matter? And how to develop it?
Support 8 min read
CSAT is by far the most popular customer service quality metric used across all industries. But CSAT alone is actually a poor indicator of support quality.
Marketing 47 min listen
“Home is where the heart is,” as the saying goes. And for now, it’s where you’ll find the office and…