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    • Featured in Latest Articles

      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • Our grand experiment with GPT and generative AI

      • Intercom recognized with 3 TrustRadius ‘Best of’ awards

      • Introducing Checklists: The fastest way to turn signups into superusers

      • Reinventing our wheel: The vision behind Intercom’s redesigned Messenger

      • Gainsight PX founder Mickey Alon on using your product as a vehicle for growth

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Support
    • Featured in Support

      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • How do customers want to talk to businesses? Our new survey reveals what you need to know

      • Ready to scale your customer service offering? Ask these 3 questions first

      • Automated customer service: Support your customers more efficiently and effectively

      • Surfboard founder Natasha Ratanshi-Stein on riding the wave of planning software for support

      • 6 tips for creating a great customer service experience during the holidays

      • See all articles
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  • Marketing
    • Featured in Marketing

      Webinar Retention Productboard Fullstory Intercom

      A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory

      Mark Iafrate

      GTM Lead, Webinars & Partner Marketing, Intercom

      Mark Iafrate
    • Editors picks

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

      • Take customer engagement to a new level with our latest releases: A reinvented Messenger, Checklists, and more

      • Announcing our refreshed guide ‘The Onboarding Starter Kit’

      • Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      • Customer retention strategies: 5 best practices & 6 strategies for low churn

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Sales
    • Featured in Sales

      What is Live Chat Hero Image

      Live chat examples and best practices for 2023

      Anna Murphy

      Former Editor, Intercom

      Anna Murphy
    • Editors picks

      • From first touch to qualified lead: How to use live chat for sales

      • 4 ways to accelerate sales using the Intercom integration with HubSpot

      • Webflow’s Maggie Hott on building a scalable sales team from the ground up

      • How to use Intercom to generate more leads and close bigger deals – faster

      • Sales technology: 3 trends you need to know

      • See all articles
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      • Listen to our podcasts

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  • Scale by Intercom
    • Featured in Scale by Intercom

      Early-stage startup tech stack

      The 9 best tools for your early-stage startup tech stack

      Alan McGlinchey

      Startup Partnership Manager

      Alan McGlinchey
    • Editors picks

      • Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      • Andrew Chen on how tech’s giants drive growth with network effects

      • Why customer engagement is the key to business growth in 2023 and beyond

      • Make the most of every customer interaction with the Engagement OS

      • Customer Support: Bridge the expectation gap in 2022

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      Intercom on Product: How ChatGPT changed everything

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • Intercom’s product principles: Creating personal products by design

      • Reaccelerate: Finding new engines of growth in your business

      • Communication, collaboration, coordination: The 3 Cs guiding successful cross-functional teams

      • Intercom’s product principles: Shaping the solution to maximize customer value

      • Solving for complex onboarding: Paving a path to value for your customers

      • See all articles
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      • Watch our videos

  • Engineering
    • Featured in Engineering

      Shape the solution - Hero

      Intercom’s product principles: Shaping the solution to maximize customer value

      Levent Ali

      Group Engineering Manager, Intercom

      Levent Ali
    • Editors picks

      • Intercom’s product principles: How technical conservatism helps us scale faster and better

      • How our infrastructure scales alongside our customers

      • Managing high availability at Intercom

      • Is it time to update your engineering processes?

      • Engineering at Intercom: Highlights from my first two years

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • News & Updates
    • Featured in News & Updates

      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • Intercom recognized with 101 badges and awards in G2’s Winter Reports 2023

      • How do customers want to talk to businesses? Our new survey reveals what you need to know

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

      • A note from Eoghan McCabe

      • Announcing our refreshed guide ‘The Onboarding Starter Kit’

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Support 30 min listen

      Our grand experiment with GPT and generative AI

    • Product & Design 22 min listen

      Gainsight PX founder Mickey Alon on using your product as a vehicle for growth

    • Growth 34 min listen

      The future of learning: Meet the edtech companies leading the way

    • See all podcasts
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  • About Intercom

automated support

Automated customer service
Support 13 min read

Automated customer service: Support your customers more efficiently and effectively

Using automation as part of your customer support offering can change the game for your business – as long as you maintain a thoughtful, personal approach. Here’s how to balance automation and personalization.

Niamh O'Connor

Brand Editor, Intercom

Niamh O'Connor
Intercom email complements support strategy

Support 4 min read

We’ve got mail: Introducing Intercom email features to complement your customer support strategy

Almost all businesses still use email to acquire, engage, and support their customers – but a simple email is no longer enough. As the quantity of emails landing in customer inboxes grows, so do customer expectations. 

Ashley Dawson

Product Marketing Manager at Intercom

Ashley Dawson
supporting customers in-context

Support 7 min read

In-context or out of touch: The future of online customer service

Providing in-context support is the fresh approach that businesses need to for a modernized customer service strategy. We’re showing you how to unlock that power and get your strategy started.

Lauren Cassidy

Former Editor, Intercom

Lauren Cassidy
How to boost support team efficiency

Support 9 min read

4 ways your support team can boost efficiency and do more with less

How can you improve support team efficiency and do more with less? Here are 4 tips to supercharge your support.

Anna Murphy

Former Editor, Intercom

Anna Murphy

Support 8 min read

This time, it’s personal: Redefining automated support in the modern age

Automating your customer support shouldn’t be a case of bots vs humans. Here’s how you can leverage both to deliver efficient, personalized support at scale.

Franka Martinovic

Senior Customer Support Manager, Intercom

Franka Martinovic

News & Updates 6 min read

Revealed: How supply chain issues are affecting customers and support teams this holiday season

Today, we’re unveiling the results of the Holiday Shopping Experience Report, a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams.

Anna Murphy

Former Editor, Intercom

Anna Murphy
Grover custom apps blog hero

News & Updates 6 min read

Customizing the customer experience: How Grover boosted the power of their support with custom apps

Tech subscription platform Grover built a suite of custom apps for Intercom to create even better experiences for their customers and offer personalized support at scale.

Beth McEntee

Senior Editor, Intercom

Beth McEntee

Scale by Intercom 9 min read

How customer expectations are rising – and what to do about it

Customer expectations are rising, but is your team adapting to meet them? We talked to support leaders from HubSpot, Stripe, and Productboard to learn how they’re bridging the customer expectation gap.

Anna Murphy

Former Editor, Intercom

Anna Murphy

Support 2 min read

Beyond CSAT: How customer satisfaction metrics are changing

Your CSAT score isn’t the only thing you should be looking at. Here’s what you need to know to do customer support metrics right.

Anna Murphy

Former Editor, Intercom

Anna Murphy

Scale by Intercom 6 min read

Transforming customer support with automation: Key trends and challenges for support leaders

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?

Caoimhe Gaskin

Editor, Intercom

Caoimhe Gaskin

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