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.
Latest News
Product & Design
41 min listen
Productboard founder and CEO Hubert Palan on mastering product strategy
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
Marketing
45 min listen
One-stop S.H.O.P.
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.
Scale by Intercom 7 min read
Zapier’s Richard Hall on why your support organization is a brain trust – not a cost center
Zapier’s Director of Support Operations Richard Hall reflects on what it takes to build a great customer experience, from valuing your team to listening to your customers.
Support 12 min read
Help desk metrics: Elevate your customer support with the right insights
Measuring the right metrics adds context to your support operations, allowing you to effectively adjust your customer support strategy. Here are the metrics to keep an eye on.
