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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

      • 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

      • A whole new world: The exciting new roles AI is creating in customer support

      • Response Time: Vol. 18

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  • Customer Service
    • Featured in Customer Service

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

      Leanne Harte

      Senior Customer Support Manager, Intercom

      Leanne Harte
    • Editors picks

      • 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

      • How are customer service metrics changing in the age of AI?

      • A whole new world: The exciting new roles AI is creating in customer support

      • 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

      Customer service expert Chip Bell on turning customers into co-creators

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

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • 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

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

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

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

      Product-Market Fit PMF Panel hero image

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

      Nadine Mansour

      Staff Product Manager, Intercom

      Nadine Mansour
    • Editors picks

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

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

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

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

      • From science fiction to tech reality: Exploring the impact of AI

      • See all articles
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      • Listen to our podcasts

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  • 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

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  • News & Updates
    • Featured in News & Updates

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

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • 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

      • Announcing Intercom’s new AI features

      • See all articles
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      • Listen to our podcasts

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  • Podcasts
    • 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

    • A new era of customer service; how AI is creating support roles, not taking them

      AI & Automation 30 min listen

      How AI is creating support roles, not taking them

    • See all podcasts
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  • About Intercom

customer mention

In-app messaging
Customer Engagement 11 min read

How to use in-app messaging to retain your best customers

In-app messaging is a key component of a strong customer engagement strategy. Here’s how to make it work best for your customers.

Lauren Cassidy

Former Editor, Intercom

Lauren Cassidy

News & Updates 9 min read

Atlassian and Coda on creating personalized customer experiences at scale

At our recent New at Intercom event, we invited two of our customers, Atlassian and Coda, to speak with us about how they’re creating great customer experiences while also driving growth across their businesses.

Beth McEntee

Senior Editor, Intercom

Beth McEntee
Stuart custom bots hero

News & Updates 8 min read

Building bots for success: The custom bot that saved logistics platform Stuart over 2.5k hours per week

Logistics platform Stuart is saving over 2,500 support team hours and automatically resolving 55,000 chats every week with Custom Bots, enabling them to reach resolutions 4x faster, keep response times to under 30 seconds, and more.

Beth McEntee

Senior Editor, Intercom

Beth McEntee

Customer Service 9 min read

Conversational support isn’t just a nice-to-have – it’s make or break

Conversational experiences are no longer the future of customer support – customers are expecting them now. Here’s what you need to know to become an industry leader.

Anna Murphy

Former Editor, Intercom

Anna Murphy
The 4 biggest challenges facing support teams right now

Customer Service 10 min read

The biggest challenges facing support teams right now (and how to solve them)

Increased conversation volumes, reduced bandwidth, inefficient tech stacks – customer support has never been more challenging. Here’s what you need to do about it.

Anna Murphy

Former Editor, Intercom

Anna Murphy

Customer Service 10 min read

How the pandemic has changed customer support forever

The last year has had an irreversible impact on how companies and customers interact with each other – and there’s no going back.

Anna Murphy

Former Editor, Intercom

Anna Murphy
Built for you hero image

News & Updates 7 min read

Built for you: Custom Reports, Conversation Topics, Macros, and more to personalize customer communication

We’ve been busy shipping new features and updates to help you strike the balance between personal and efficient customer communication. Here are a few highlights from this quarter.

Nicole Garrison

Senior Product Marketing Manager, Intercom

Nicole Garrison

Customer Service 11 min read

The support leader’s guide to proactive support: Provide help before it’s needed

No more “deflecting” customer queries or drowning in conversations. Prevent common issues from occurring in the first place with proactive support.

Zara Burke

Principal Editor, Intercom

Zara Burke
Top 5 Customer Service Trends for 2021

Customer Service 8 min read

The future of support: 5 key trends shaping customer service

How should support teams prepare for the year ahead? New research from Intercom reveals 5 key trends that every business needs to know.

Courtney Chuang

Former Senior Editor, Intercom

Courtney Chuang
Hero image - language translation and localization

Customer Service 5 min read

Not investing in localization is costing you more than you think

Localization is often perceived to be an expensive process to implement, but not investing in it will cost you more in the long run.

Emīls Vēveris

Head of Digital Growth, Lokalise

Emīls Vēveris
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