AI & Automation 16 min read
The ultimate guide to knowledge management in the age of AI
Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.
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Customer Service 25 min watch
CX strategist Lynn Hunsaker on putting the customer at the heart of innovation
CX strategist Lynn Hunsaker on how customer centricity can be a motor of innovation – and how understanding the customer’s needs, wants, and preferences will pave the way for businesses to flourish.
Customer Service 9 min read
52 weeks that changed everything: 2023 on the Intercom Blog
The Intercom Content Team presents the highlights of 2023 on the Intercom blog and podcast, from the frontlines of the AI transformation in CS.
Customer Service 31 min listen
UserOnboard’s Samuel Hulick on designing paths, not products
Traditional product design sees product as an immutable, one-size-fits-all solution. But your app isn’t the destination — your user’s goal is. The product is just a path to reach it.
Customer Service 4 min read
Customer service trends on tour: Bringing our 2024 report to life
From global webinars to in-person events in Paris, New York, and London, we’ve had a blast unpacking the data and insights from our 2024 Customer Service Trends Report and getting our speakers’ and audiences’ takes on what’s happening in the customer service space.
Customer Service 6 min read
How do you say no to customers?
Building a successful product means saying no sometimes – but as a support rep, that can be challenging. Here are 6 ways that you can make saying “no” more palatable for the customer and easier on you.
Customer Service 12 min watch
Who are you building for?
As a company scales it’s easy for teams to lose sight of who they’re building for. With siloed teams and…
Customer Service 7 min read
Design principles: insights are not about analytics
Anywhere there are numbers in a product, users will eventually ask for them to be visualized, but to do that…
Customer Service 2 min read
Response Time: Vol. 24
In our latest “Response Time” interview, we ask David Henderson, CEO of Tubular, about the strangest thing a customer has ever asked them, which celebrity would be great at their job, and more.
