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.
Zara Burke
Latest posts by Zara Burke
Support 2 min read
Announcing our new report – “The Future of Support Has Arrived: It’s Conversational”
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 on why proactive CX is the next competitive battleground
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
7 steps to creating better help center content
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
Bought-in and paid for: how Atlassian bridges the gap from freemium to enterprise sales
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
Getting conversational: HubSpot’s CEO on a new species of disruptor
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
The appliance of science: Mark Roberge’s formula for scaling
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
From cost center to value driver: how support metrics are evolving
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
Checking in on Shopify Plus’ 11,000 checkouts per minute
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
Announcing the Conversational Support Funnel Starter Kit
Want to provide personal, efficient support to customers, at internet scale? The Conversational Support Funnel Starter Kit outlines the perfect framework.