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  • Latest Articles
    • Featured in Latest Articles

      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

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • Leonard Berry and the eternal pursuit of service excellence

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

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

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

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Customer Service
    • Featured in Customer Service

      Making tickets personal Blog Hero (1)

      Making tickets personal: How ticketing systems are evolving for next-gen support

      Olivia Singarella

      Senior Product Marketing Manager

      Olivia Singarella
    • Editors picks

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

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • Improving support quality while embracing AI: Strategies from Intercom and Klaus

      • The 4 big myths about AI in customer service

      • To AI or not to AI? The support leader’s dilemma

      • See all articles
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      • Listen to our podcasts

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  • AI & Automation
    • Featured in AI & Automation

      Intercom on Product Episode 21 – Des Traynor and Paul Adams

      Intercom on Product: Product strategy in the age of AI

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor
    • Editors picks

      • 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”)

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • How do your customers feel about AI chatbots?

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • 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
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • 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
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Engineering
    • Featured in Engineering

      Intercom for Enterprise availability

      Managing high availability at Intercom

      Oran O'Dowd

      Senior Director of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • 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

      • Is it time to update your engineering processes?

      • See all articles
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      • Listen to our podcasts

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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
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Leonard Berry and the eternal pursuit of service excellence

      Customer Service 25 min watch

      Leonard Berry and the eternal pursuit of service excellence

    • Intercom on Product Episode 21 – Des Traynor and Paul Adams

      AI & Automation 41 min watch

      Intercom on Product: Product strategy in the age of AI

    • Product & Design 45 min watch

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

    • See all podcasts
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  • Product Principles
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  • About Intercom

Podcast feature

The great differentiator: How fintech companies are prioritizing great customer service
Customer Service 15 min listen

The great differentiator: How fintech companies are prioritizing great customer service

In the fast-paced world of fintech, could customer service set companies apart from the pack?

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

Product & Design 18 min listen

Let’s talk principles: From technical conservatism to connected, modular systems

Listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

News & Updates 30 min listen

Three million downloads and counting: Inside Intercom reaches a podcasting milestone

A commemorative compilation of the fascinating conversations and insights from three of our most popular episodes.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

News & Updates 13 min listen

Pride 2022: Being out and bringing people in

To celebrate this year’s Pride, we’re sharing the experiences of our peers in the LGBTQI+ community, and their thoughts on allyship, advocacy, and finding spaces where they can truly be themselves.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

Product & Design 16 min listen

Intercom’s product principles: Back to the basics

Software only becomes valuable when it’s delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

Niamh O'Connor

Senior Editor, Intercom

Niamh O'Connor

Product & Design 26 min listen

Dialing it up: The evolution of phone support

The invention of the telephone revolutionized the way businesses interacted with their customers. In this special episode, we explore how phone support has evolved over the years.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

Customer Engagement 27 min listen

Questioning tech: The past, present, and future of survey tools

From the first census to modern questionnaires, take a tour through the past, and the future, of surveys in this feature episode of our podcast.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

News & Updates 25 min listen

New at Intercom: Hear all about the next generation of customer engagement

The future of internet business is ongoing customer engagement. In this episode, we bring highlights from our first-ever global virtual launch event and reveal the game-changing products that will transform your business.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

News & Updates 15 min listen

Celebrating International Women’s Day 2022: Women who broke the bias

It’s been over a century since the female suffrage movement and the struggle for equal pay and better working conditions sparked the wave that would lead us here. Today, we celebrate women everywhere.

Lauren Cassidy

Former Editor, Intercom

Lauren Cassidy

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty

Product & Design 15 min listen

The story behind the chirp: Intercom’s notification sound

Sound plays a considerable role in determining whether a product experience is good or not. But the line between useful and exasperating is a tenuous one, and it’s easier than you think to find yourself on the other side of it.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
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