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    • Featured in Latest Articles

      What to consider when switching platforms

      Time to switch: Your step-by-step guide to adopting a new customer service platform

      Brian McKiernan

      Senior Product Manager, Intercom

      Brian McKiernan

      Landon McCaig

      Customer Onboarding Services Manager, Intercom

      Landon McCaig
    • Editors picks

      • Response Time: Vol. 19

      • Make every call count: The evolution of phone support

      • Introducing Intercom Phone: Calls and conversations all in one place

      • All that glitters is not gold: Angel investor Christoph Janz on finding the right opportunities in AI

      • Understanding AI: How we taught computers natural language

      • See all articles
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  • Customer Service
    • Featured in Customer Service

      Help center - connectivity and customizability

      Must-haves for a modern help center: Connectivity and customization

      Kelly Farrell

      Product Marketing Manager, Intercom

      Kelly Farrell
    • Editors picks

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • Braving busy holidays: Reduce customer service stress with automation and AI

      • Our vision for the future of customer service

      • Why brand consistency is key to an excellent help center experience

      • Training the next generation of support leaders with Peak Support’s Hannah Steiman

      • See all articles
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  • AI & Automation
    • Featured in AI & Automation

      Understanding AI

      Understanding AI: How we taught computers natural language

      Cathal Horan

      Senior Machine Learning Engineer, Intercom

      Cathal Horan
    • Editors picks

      • All that glitters is not gold: Angel investor Christoph Janz on finding the right opportunities in AI

      • Intercom on Product: Product strategy in the age of AI

      • Privacy, security, accuracy: How AI chatbots are handling your deepest data concerns

      • Learn how AI can unlock productivity, according to AI founder Andrew Louder

      • AI-powered UI (aka “Return of the Chat”)

      • See all articles
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  • Customer Engagement
    • Featured in Customer Engagement

      For the past months, we’ve been covering the functionality of Fin and the benefits it can bring to your customer service team. Today’s story, however, is not about specs or stats – it’s about the journey that led us to its name.

      Becoming Fin: The story behind the name of our AI chatbot

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • The ultimate marketing technology stack for 2023

      • The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      • Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      • Emojis mean business: The characters transforming business messaging

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

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

      Angel investor Christoph Janz on finding the right opportunities in AI

      All that glitters is not gold: Angel investor Christoph Janz on finding the right opportunities in AI

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Shopify UX Director Elizabeth McGuane on why design should start with words

      • Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      • Intercom on Product: Product strategy in the age of AI

      • Unlocking customer value with data: How we developed the Customer Milestones Framework

      • AI-powered UI (aka “Return of the Chat”)

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Engineering
    • Featured in Engineering

      Understanding AI

      Understanding AI: How we taught computers natural language

      Cathal Horan

      Senior Machine Learning Engineer, Intercom

      Cathal Horan
    • Editors picks

      • Managing high availability at Intercom

      • How our infrastructure scales alongside our customers

      • Why Intercom is supporting the Embroider Initiative to update Ember

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

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

      • See all articles
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  • News & Updates
    • Featured in News & Updates

      Intercom Phone launch post

      Introducing Intercom Phone: Calls and conversations all in one place

      Gus Aldaya

      Senior Product Marketing Manager, Intercom

      Gus Aldaya
    • Editors picks

      • Announcing ‘The State of AI in Customer Service: 2023 Report’

      • Everything you need to know about Fin, the breakthrough AI bot transforming customer service

      • AI trends that are giving support leaders a competitive advantage

      • Questions about our new AI chatbot, Fin? Here’s everything you need to know

      • Introducing Workflows – the mission control center for customer service automations

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Make every call count: the evolution of phone support

      Customer Service 30 min listen

      Make every call count: The evolution of phone support

    • Angel investor Christoph Janz on finding the right opportunities in AI

      AI & Automation 31 min watch

      All that glitters is not gold: Angel investor Christoph Janz on finding the right opportunities in AI

    • CS expert Jo Causon on reviving UK's customer satisfaction rates

      Customer Service 20 min watch

      Turning the tide: CS expert Jo Causon on reviving customer satisfaction rates

    • See all podcasts
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  • Books & Guides
  • Meet Fin
  • Product Principles
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  • About Intercom

contextual support guide

supporting customers in-context
Customer Service 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
In-context support guide announcement

Customer Service 2 min read

Announcing our new guide ‘Supercharge Your Support: How In-context Support Can Boost Your Bottom Line’

When it comes to support, context is king. Learn how to drive bottom-line impact with in-context support in our new guide.

Zara Burke

Principal Editor, Intercom

Zara Burke

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