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  • Latest Articles
    • Featured in Latest Articles

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

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

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

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

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

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

      • Intercom’s product principles: Building product that’s opinionated by default, but flexible under the hood

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Support
    • Featured in Support

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

      Declan Ivory

      VP of Customer Support, Intercom

      Declan Ivory
    • Editors picks

      • 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

      • Announcing even more ways to support your customers: Here’s what’s new at Intercom

      • 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
    • Watch and listen

      • 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
    • Watch and listen

      • 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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  • 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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  • News & Updates
    • Featured in News & Updates

      G2 Winter Reports

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

      Kate Sugrue

      Principal Customer Advocacy Manager, Intercom

      Kate Sugrue
    • Editors picks

      • 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’

      • Built for you: Tooltips, new support languages, personalized posts, and much more

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • 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

    • Product & Design 16 min listen

      MadKudu’s co-founder Francis Brero on unlocking the keys of product-led growth

    • See all podcasts
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  • About Intercom

conversational support

Support 6 min read

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

The holidays are around the corner! Is your support team ready for the volume? Here are 6 ways you can automate parts of your customer service workflow to make sure your customers get fast, precise help, 24/7.

Leanne Harte

Senior Customer Support Manager, Intercom

Leanne Harte
Customer Support Expectations 2022

Scale by Intercom 7 min read

Customer Support: Bridge the expectation gap in 2022

Support leaders are seeing higher customer expectations than ever before. Here are five ways you can meet them.

Lauren Cassidy

Former Editor, Intercom

Lauren Cassidy

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

Scale by Intercom 7 min read

From cost center to value driver: How support metrics are evolving

Discover how customer-centric companies, like Zapier, Wistia, and InVision, measure their support success, and how their metrics have evolved.

Zara Burke

Principal Editor, Intercom

Zara Burke

Support 7 min read

The experiment that reveals how proactive support directly affects your bottom line

We believe that proactive support is about so much more than just reducing inbound conversation volumes: it can also directly impact activation, retention, and ultimately, your business’s revenue. So we designed an experiment to prove it.

Jack Jenkins

Former Senior Product Education Manager, Intercom

Jack Jenkins

Support 13 min read

How support leaders can empower their teams to satisfy, delight, and retain customers

Human support has a critical impact on customer satisfaction – and ultimately, on your company’s bottom line. Here’s why it’s so important to invest in human support as a strategic lever in your business.

Ruth O'Brien

Senior Manager, Customer Support

Ruth O'Brien

News & Updates 1 min read

Announcing our newest guide: ‘The Ultimate Modern Support Tech Stack’

The future of support is here. Is your tech stack ready? In our new guide, learn how to connect the tools that will keep your customers happy and your team efficient for years to come.

Zara Burke

Principal Editor, Intercom

Zara Burke
Tactics to stay ahead of the curve with proactive support hero image

Support 10 min read

Tactics to stay ahead of the curve and boost efficiency with proactive support

Learn how proactive support is enabling companies like Tanda, TrueCommerce, Spendesk, Living Spaces, and SMARTY to scale their support, drive down inbound conversation volumes, and achieve sky-high customer satisfaction scores.

Beth McEntee

Senior Editor, Intercom

Beth McEntee

Support 5 min read

What is proactive support?

What is proactive support, and why do you need it? Here’s our definition – and three key benefits of being more proactive.

Anna Murphy

Former Editor, Intercom

Anna Murphy
Automation in action blog hero image

Support 8 min read

Automation in action: Proven ways to boost the bottom line with self-serve support

Self-serve support is key to being able to provide personal support at scale, combining powerful technology and the knowledge and expertise of your team to make it possible to offer what feels like a one-to-one support experience to every customer. Here are some proven ways to leverage it to boost the bottom line for your business.

Beth McEntee

Senior Editor, Intercom

Beth McEntee
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