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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

      • GPT is here to stay. Where will it take us?

      • Intercom recognized with 3 TrustRadius ‘Best of’ awards

      • Our grand experiment with GPT and generative AI

      • Introducing Checklists: The fastest way to turn signups into superusers

      • Reinventing our wheel: The vision behind Intercom’s redesigned Messenger

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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

      • 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

      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
    • News & Updates 40 min listen

      GPT is here to stay. Where will it take us?

    • 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

    • See all podcasts
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  • About Intercom

support landscape

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
Zapier’s Richard Hall on the importance of valuing your support organization as a brain trust – not a cost center

Scale by Intercom 7 min read

Zapier’s Richard Hall on why your support organization is a brain trust – not a cost center

Zapier’s Director of Support Operations Richard Hall reflects on what it takes to build a great customer experience, from valuing your team to listening to your customers.

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
Slack’s Kristen Swanson on building the deeply human support experience your customers deserve

Scale by Intercom 6 min read

Slack’s Kristen Swanson on building the deeply human support experience your customers deserve – and expect

As the world looks ahead to the future of work, Kristen Swanson explains Slack’s focus on supporting its customers and helping them to navigate this transition.

Beth McEntee

Senior Editor, Intercom

Beth McEntee
Aircall's Ian MacLean on helping support teams prevent the "swivel chair effect" - hero image

Scale by Intercom 5 min read

Aircall’s Global Head of Customer Care Ian MacLean on preventing the ‘swivel chair effect’

Aircall’s Global Head of Customer Care Ian MacLean explores the importance of having an integrated support tech stack to avoid what’s known as the “swivel chair effect” – switching between multiple tools and screens to gather enough context to solve a problem.

Beth McEntee

Senior Editor, Intercom

Beth McEntee

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