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      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • GPT is here to stay. Where will it take us?

      • Intercom recognized with 3 TrustRadius ‘Best of’ awards

      • Our grand experiment with GPT and generative AI

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

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

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    • 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

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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

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  • 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

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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

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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

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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

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  • 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
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  • Podcasts
    • News & Updates 40 min listen

      GPT is here to stay. Where will it take us?

    • 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

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  • About Intercom

customer experience

News & Updates 5 min read

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

We’ve entered a new era of support, and customer expectations are rapidly evolving. Our latest study contacted 1,000 US customers across generations, to learn more about what they want and expect from businesses as we enter 2023.

Declan Ivory

VP of Customer Support, Intercom

Declan Ivory

Growth 2 min read

What is customer experience management?

Customer experience management is a system of marketing strategies and technologies focused on customer engagement, satisfaction, loyalty, and advocacy.

Davin O'Dwyer

Senior Managing Editor, Intercom

Davin O'Dwyer

Growth 7 min read

What is customer experience (CX)?

Customer experience (CX) refers to the holistic results of every interaction a customer has with your brand.

Nessa Morrissey

Content Marketing Manager, Intercom

Nessa Morrissey

Support 27 min listen

Customer Experience author Elizabeth Dixon on the CX that makes an impact

We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
5 quick ways ecommerce CX

Marketing 8 min read

5 quick ways to improve your e-commerce customer experience

74% of consumers are now at least somewhat likely to buy from brands based on experiences alone. So how can you create a customer experience that stands from the competition? We’re sharing our top five ways you can easily set your CX apart.

Lauren Cassidy

Former Editor, Intercom

Lauren Cassidy
The ultimate ecommerce tech stack

Marketing 8 min read

Creating excellent customer experiences with the right e-commerce tech stack

Great e-commerce experiences are no easy feat to provide. Therefore, your team needs to be equipped with the right tools to work efficiently behind the scenes – this is where having the right tech stack comes into play.

Lauren Cassidy

Former Editor, Intercom

Lauren Cassidy

Marketing 30 min listen

CX expert Jay Baer on creating experiences that get your customers talking

Customer expectations are at an all-time high and the competition is fierce. So, how can you create experiences that stand out from the crowd?

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
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

Scale by Intercom 30 min listen

CX author Dan Gingiss on turning customers into your own salesforce

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

News & Updates 1 min read

Announcing ‘The Ultimate Guide to Conversational Support’

Happy customers or a productive support team? We say choose both – The Ultimate Guide to Conversational Support shares the strategy that makes it possible.

Zara Burke

Principal Editor, Intercom

Zara Burke
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