The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 13 min read
Measuring the right metrics adds context to your support operations, allowing you to effectively adjust your customer support strategy. Here are the metrics to keep an eye on.
Customer Engagement 45 min listen
In case you missed our dedicated four-part series on retail, we’ve collated it here for you to enjoy in one place. Your one stop S.H.O.P.
Customer Engagement 36 min listen
Our second Built For You panel talk through the process of building Series, from cross-team collaboration to beta-testing your way towards operational excellence. If you’ve ever wondered how all the pieces tie together in a major launch that’s rooted in customer feedback, this is the episode for you.
Engineering 1 min watch
Defining processes to enhance team performance and alignment is critical as companies grow. Here’s how we sustainably scale our engineering processes to streamline workflows and increase efficiency.
Product & Design 7 min read
To onboard customers successfully to a complex product, you’ll need to understand what’s attracting them to your solution, and what might prevent them from embracing change.
Customer Engagement 50 min listen
In our final instalment of S.H.O.P., we’re looking at how this year’s holiday shopping could impact retail for years to come.
Customer Service 6 min read
When it comes to building a strong support experience, Chris Jewitt, Customer Success Manager at Klaus, notes that the key is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve.
Customer Engagement 45 min listen
In the third installment of our four-part series S.H.O.P., we explore the tools and tech stacks that are empowering retailers to blur the line between commerce and ecommerce.
Customer Service 6 min read
Companies that automate support are 4x more likely to see CSAT improvements, according to a survey we conducted with support leaders. That’s an incredible statistic – but how can these benefits be realized?
