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      Angel investor Christoph Janz on finding the right opportunities in AI

      All that glitters is not gold: Angel investor Christoph Janz on finding the right opportunities in AI

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • 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

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

      • Turning the tide: CS expert Jo Causon on reviving customer satisfaction rates

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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

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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”)

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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’

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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

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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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  • 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

proactive support

Why you need a customer service operations team
Customer Service 12 min read

Why you need a customer support operations team

Want to empower your support managers, enable your support reps to work more efficiently, and deliver more impactful insights for your business? It’s time to build a customer support operations team.

Niamh O'Connor

Senior Editor, Intercom

Niamh O'Connor
How to boost support team efficiency

Customer Service 9 min read

4 ways your support team can boost efficiency and do more with less

How can you improve support team efficiency and do more with less? Here are 4 tips to supercharge your support.

Anna Murphy

Former Editor, Intercom

Anna Murphy
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

Customer Service 6 min read

Revealed: How supply chain issues are affecting customers and support teams this holiday season

Today, we’re unveiling the results of the Holiday Shopping Experience Report, a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams.

Anna Murphy

Former Editor, Intercom

Anna Murphy

Customer Service 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

Customer Service 7 min read

The experiment that reveals how proactive support directly affects your bottom line

We believe that proactive support is about so much more than just reducing inbound conversation volumes: it can also directly impact activation, retention, and ultimately, your business’s revenue. So we designed an experiment to prove it.

Jack Jenkins

Former Senior Product Education Manager, Intercom

Jack Jenkins
Tactics to stay ahead of the curve with proactive support hero image

Customer Service 10 min read

Tactics to stay ahead of the curve and boost efficiency with proactive support

Learn how proactive support is enabling companies like Tanda, TrueCommerce, Spendesk, Living Spaces, and SMARTY to scale their support, drive down inbound conversation volumes, and achieve sky-high customer satisfaction scores.

Beth McEntee

Senior Editor, Intercom

Beth McEntee

Customer Service 5 min read

What is proactive support?

What is proactive support, and why do you need it? Here’s our definition – and three key benefits of being more proactive.

Anna Murphy

Former Editor, Intercom

Anna Murphy
Resolving repetitive queries at scale: How context powers high-quality support

Customer Service 8 min read

Resolving repetitive queries at scale: How context powers high-quality support

Whether you’re new in your role or a stalwart of customer support, it can sometimes feel like you’re on a treadmill of simple, repetitive tasks and queries. So how can you turn the tide and get back to providing meaningful support for your customers?

Benoit Mayer

CEO, Userfeed.io

Benoit Mayer

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
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