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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

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  • 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

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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

      • 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

      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

customer success

What is customer success?

Growth 4 min read

Customer success focuses on helping your customers leverage your products, tools, and services to best achieve their objectives.

Nessa Morrissey

Content Marketing Manager, Intercom

Nessa Morrissey

Support 26 min listen

Oracle’s Catherine Blackmore on the evolution of customer success

There’s plenty of talk of meeting customers where they are, but are business leaders practicing what they preach? Catherine Blackmore explains what it means at different stages of growth.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
Knowledge sharing in customer success

Support 6 min read

Brew and Review: Building a knowledge sharing loop for Customer Success

For rapidly scaling teams, the value of knowledge sharing can’t be understated. The challenge is doing it in a meaningful way while still leaving time for people’s day-to-day work. Here’s how Intercom’s Customer Success team does it.

Nicole Rashied

Sales Engineer, Intercom

Nicole Rashied

Scale by Intercom 36 min listen

Gong’s Linda Lin on customer success strategies for moving upmarket

We chat to Gong’s Linda Lin about her strategies for moving upmarket, and how to go about ensuring the right culture internally when dealing with a new breed of customer.

Dee Reddy

Former Podcast Producer, Intercom

Dee Reddy

Anna Murphy

Former Editor, Intercom

Anna Murphy
Hero image: Conversational experiences and customer outcomes: How Typeform creates blueprints for customer success

Scale by Intercom 7 min read

Conversational experiences and customer outcomes: How Typeform creates blueprints for customer success

Typeform’s Senior Director of Customer Success Christine Werner outlines the importance of understanding your customers’ needs and desired outcomes, and how to create blueprints to help them succeed.

Beth McEntee

Senior Editor, Intercom

Beth McEntee
Top Customer Success Books

Sales 5 min read

The top books every Customer Success Manager should read

Whether you’re just starting out or leveling up in your career, here’s our shortlist of books that we think every Customer Success Manager can learn something new and valuable from.

Nicole Rashied

Sales Engineer, Intercom

Nicole Rashied
Tips for efficiency in customer success

Sales 7 min read

Why efficiency, not just effectiveness, is key to scaling customer success

In customer success, your goal is help as many customers as possible, as quickly as possible. But, during times of rapid change, juggling everything on your plate, along with your customers’ needs, can be a challenge.

Nicole Rashied

Sales Engineer, Intercom

Nicole Rashied
Building a customer success team

Sales 9 min read

Not just support on steroids: How to build a Customer Success team

Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers. And delivering on that promise requires making critical choices – from what their mission is to how they work.

Max Klimmek

Head of Customer Success, Intercom

Max Klimmek

Scale by Intercom 35 min listen

How Yelp drove down churn by building up customer success

How do you ensure happy customer relationships at scale? By creating a Customer Success team to look after your customers post-sale.

Dee Reddy

Former Podcast Producer, Intercom

Dee Reddy

Fiona Lee

Former Senior Managing Editor, Intercom

Fiona Lee

Sales 1 min read

The Upsell Messaging Starter Kit: taking the selling out of upselling

A successful business is built on growing your existing customers, not just acquiring new ones. Today, we’re launching our Upsell…

Geoffrey Keating

Former Senior Editor, Intercom

Geoffrey Keating
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