Intercom on Customer Support

Behind every great product is a great support team

Intercom on Customer Support shares what we’ve learned as Intercom has scaled its customer support while trying to remain personal. Now updated and expanded with a new section on helping customers help themselves.

Behind every great product is a great support team

Intercom on Customer Support shares what we’ve learned as Intercom has scaled its customer support while trying to remain personal. Now updated and expanded with a new section on helping customers help themselves.

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From the authors of titles such as Intercom on Product Management and Intercom on Onboarding, read by people at companies including:

What’s inside

This isn’t a step by step guide to how you should support your customers. Instead we explain how you should think about support and offer guidelines and frameworks to inform the decisions you’ll make as your team and business grows.

Over 6 chapters we cover issues such as hiring and retaining support staff, matching levels of support to levels of investment, managing customer expectations, working with other parts of the business and how to help your customers help themselves.

I wish I’d had this book on my first day in customer support! It’s packed with advice that will make sure your customers get the best experience possible.
Chase Clemons
Basecamp Customer Support

About the contributors

Des Traynor
@destraynor

Des Traynor is the Co-Founder and Chief Strategy Officer at Intercom. His role covers many areas including product strategy, content marketing, customer support, and customer education.

John Collins
@jaycee001

John Collins is Intercom’s Managing Editor, with responsibility for our blog, podcast, and books. A journalist and editor, he has over 20 years experience covering technology and business.

Zara Burke
@zaraburke

Zara Burke is Product Education Manager at Intercom. She’s responsible for our help center and writes best practice content to help customers excel with our product. Before that, she worked as a journalist, digital marketer and copywriter for over 5 years.

Jeff Gardner
@erskingardner

Jeff Gardner is the Director of Customer Support at Intercom. He’s gone from being the sole front-line support person to leading a rapidly growing global team. When he isn’t obsessing over Intercom’s customers, he’s in the mountains.

Sabrina Gordon
@Sabrinargordon

Sabrina Gordon is our Senior Customer Support Lead and manages the support team in Chicago. Intercom’s first US support hire, engineer, comedian, frequent speaker, and podcaster on all matters support.