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.
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Customer Service 16 min read
Defining customer support in 2024: Why it’s key to your long-term success
At a high level, the role of customer support is to ensure customers end every interaction with your brand happier than when they started. As AI transforms customer support, how can teams unlock new opportunities for a more personal connection with their customers?
Customer Service 25 min watch
Leonard Berry and the eternal pursuit of service excellence
Legendary Professor Leonard Berry joins us to talk about his book ‘On Great Service’ and his framework for improving service quality.
AI & Automation 60 min watch
The GPT effect: A new era of customer service
Recent breakthroughs with large language models have exceeded all of our expectations. We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service.
Customer Service 6 min read
Is your support team encountering these 5 challenges? It could be a workload management problem
As expectations grow and resources shrink, it’s easy for support teams’ workloads to become unwieldy, and often unmanageable. These workload management features can help.
Customer Service 6 min read
Response Time: Vol. 5
In our latest “Response Time” interview, we ask Mara Vicente, VP, Customer Solutions at Pipedrive, about where she gets her support leadership news, what words make her skin crawl, how she’d explain her job to an alien, and more.
Customer Service 27 min watch
CX expert Jon Picoult on shaping memories, not just experiences
Building customer loyalty requires a lot more than a satisfied customer. What can cognitive science teach us about creating memorable customer experiences that turn prospects into advocates?
AI & Automation 25 min watch
Conversation starter: A chat about our groundbreaking new AI chatbot
Intercom Co-founder and CSO Des Traynor and Director of Machine Learning Fergal Reid sit down to discuss our new AI chatbot – Fin.
Customer Service 11 min read
Agile support: 9 principles to help your team provide personal support at scale
How do you foster a team culture that focuses on delivering value to your customers when you have limited resources? Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale.
