Customer Service
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Something big is coming
Learn how we’re evolving our entire customer service platform to make things easier for your customers, agents, and support managers.
Beth McEntee
Latest posts by Beth McEntee
Customer Service 2 min read
Announcing ‘The Intercom Customer Service Trends Report for 2024’
We surveyed more than 2,000 customer service professionals across a range of locations, roles, and company sizes to find out how the customer service landscape is changing – and how they’re adapting their strategies to be set up for success in 2024.
Customer Service 22 min read
How are customer service metrics changing in the age of AI?
In an AI-first world, support leaders will need to think differently about metrics and KPIs to ensure the true impact of customer service is being measured in the right way.
AI & Automation 2 min read
Announcing ‘The State of AI in Customer Service: 2023 Report’
We’re excited to announce “The State of AI in Customer Service: 2023 Report.” This report is jam-packed with insights, along with actionable tips that you can use to supercharge your support with AI, drive real business results, and have an outsized impact.
AI & Automation 3 min read
Bots 🤖 and brains 🧠: The winning combination for customer service 🤩
What will the future of customer service look like in the age of AI? The reality is that it will require a combination of automation and humans – or as we like to say, “bots and brains.”
AI & Automation 5 min read
What will the future of customer service look like? We asked 400 CS professionals to find out
We recently shared some early insights from our research into the effects of AI on customer service. Given how fast the industry is changing, we wanted to share more of the learnings that we’ve gotten from over 400 support leaders in North America to help support teams take advantage of this immense opportunity.
AI & Automation 4 min read
AI trends that are giving support leaders a competitive advantage
To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. Our full global report is coming soon, but here are some early insights we’ve gotten from more than 400 support leaders in North America.
Product & Design 12 min read
A personal touch: Intercom’s guide to CX personalization
Learn about personalized customer experiences and the impact they can have on a brand and its customers.
Customer Service 14 min read
What is customer experience (CX)?
Learn about customer experience and the role it plays in the consumer journey.
Customer Service 3 min read
Announcing ‘The Intercom Customer Service Trends Report for 2023’
Get ahead of the trends that will shape customer support in the year ahead with Intercom’s third annual Customer Service Trends Report.