Latest posts by Zara Burke
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.
Scale by Intercom 35 min listen
Nate Brown shares how to tune in to the voice of the customer, how traditional Customer Support evolved to become Customer Experience and how the holistic approach can be the ultimate brand differentiator.
Support 5 min read
Go beyond bland FAQs with our tips for writing help content that informs, motivates and really sets your customers up for success.
Scale by Intercom 32 min listen
For the latest episode in our Scale series, Dee Reddy caught up with Atlassian’s Kristen Habacht to find out how freemium can drive enterprise sales, how it changes the interaction with the customer, and why it fundamentally affects the relationship between sales, marketing, and product teams.
Scale by Intercom 35 min listen
Shane Murphy-Reuter (SVP of Marketing at Intercom) interviews Brian Halligan (CEO and co-founder of HubSpot) about the importance of conversational relationships and how they can drive business growth.
Scale by Intercom 35 min listen
It’s the question every startup must face on its go-to-market path: when to scale and how fast to go. Mark Roberge talks to Intercom’s Kate O’Hanlon about the science that holds the answer.
Scale by Intercom 6 min read
Discover how customer-centric companies, like Zapier, Wistia, and InVision, measure their support success, and how their metrics have evolved.
Scale by Intercom 36 min listen
In 2014, Shopify turned its attention to acquiring a new type of business: enterprise ecommerce. Shopify Plus’ General Manager Loren Padelford shares how they came to be the platform of choice for today’s biggest brands.
Support 1 min read
Want to provide personal, efficient support to customers, at internet scale? The Conversational Support Funnel Starter Kit outlines the perfect framework.
Support 9 min read
A team takes its tone from its leader. When a crisis like COVID-19 occurs, how do you lead by example and provide them with the guidance and reassurance they need?