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  • Latest Articles
    • Featured in Latest Articles

      Checklists onboard engage

      Introducing Checklists: The fastest way to turn signups into superusers

      Zoe Sinnott

      Senior Product Manager, Intercom

      Zoe Sinnott
    • Editors picks

      • 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

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

      • See all articles
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      • Listen to our podcasts

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  • 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

      • Watch our videos

  • 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

human support

Support 8 min read

This time, it’s personal: Redefining automated support in the modern age

Automating your customer support shouldn’t be a case of bots vs humans. Here’s how you can leverage both to deliver efficient, personalized support at scale.

Franka Martinovic

Senior Customer Support Manager, Intercom

Franka Martinovic

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 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
global customer support challenges

Support 13 min read

Strategies to take your customer support global

As your customer base expands globally, don’t let your support strategy fall behind. We surveyed top support leaders to learn their best practices for global customer support.

Annie Berrones

Former Principal Product Marketing Manager, Intercom

Annie Berrones
human support hero

Support 10 min read

The support leader’s guide to personal, efficient human support

Ensure only complex queries reach your support team, and equip them with the most effective strategies for providing efficient, human support.

Zara Burke

Principal Editor, Intercom

Zara Burke
Hero image for "Success at scale: HubSpot’s Jean-Bernard Baptiste on unlocking business growth through great customer experiences"

Scale by Intercom 7 min read

Success at scale: HubSpot’s Jean-Bernard Baptiste on unlocking business growth through great customer experiences

Jean-Bernard Baptiste, Senior Manager of Customer Support at HubSpot, explains why creating value for your customers is the key to growing your business.

Beth McEntee

Senior Editor, Intercom

Beth McEntee
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

Scale by Intercom 6 min read

Quality and consistency: Best practices for building a strong, scalable support experience

When it comes to building a strong support experience, Chris Jewitt, Customer Success Manager at Klaus, notes that the key is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve.

Beth McEntee

Senior Editor, Intercom

Beth McEntee
Top 5 Customer Service Trends for 2021

Scale by Intercom 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

Support 7 min read

Boost your support efficiency with Intercom’s new workflows

The latest features in Intercom have greatly improved our Support team’s efficiency and ability to tackle gnarly customer questions. Here are the results we’ve seen.

Juci Kulloi

R&D Operations Manager, Intercom

Juci Kulloi

Ryan Steinberg

Former Senior Manager, Customer Support Operations, Intercom

Ryan Steinberg
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