Product & Design 11 min read
User onboarding strategies that work – and mistakes to avoid
Simply signing up users means nothing if you’re not helping them understand how they can actually achieve what you’ve promised.
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Customer Engagement 31 min listen
Shopify’s Hana Abaza on sales and marketing
Hana is Head of Marketing for Shopify Plus, the ecommerce platform’s upmarket offering for high-volume, fast growing businesses, which include…
Product & Design 14 min read
The end of apps as we know them
The experience of our primary mobile screen being a bank of app icons that lead to independent destinations is dying….
Customer Service 7 min read
Keeping cool when things heat up: how to support angry customers
One of the unavoidable realities of working in customer support is having to deal with people who are upset. Learning how to handle these situations will help you not only defuse angry customers but also keep your cool.
Engineering 12 min read
How to run 1 : 1 meetings that work for 2
As an Engineering Manager it’s not always obvious where to allocate time for maximum impact. Time spent in 1:1 discussion…
Product & Design 13 min read
What makes Intercom different for Product people
A couple of weeks ago myself and some of my team sat down to talk about how we could attract…
Product & Design 16 min read
Customer feedback strategy: How to collect, analyze and take action
Customer feedback is key for understanding customer needs and shaping product roadmaps, but how do you go about gathering and analyzing it? This in-depth guide explains everything you need to know.
Product & Design 46 min listen
Intercom’s Fergal Reid and Ciaran Lee on the making of Resolution Bot
To celebrate the launch of our most ambitious machine learning project to-date, this week’s podcast features a conversation with Fergal Reid, one of the brains behind the operation.
Customer Service 10 min read
Customer care in a crisis: How support teams are navigating shifts in volume, wait times, and CSAT
How has the coronavirus outbreak impacted customer support teams? We surveyed 400 support leaders and interviewed more to find out how they’re caring for their customers and their teams – in a crisis.
