The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Laura Jolly, Lead Technical Support Engineer at Intercom, shares actionable insights from Support Driven Expo 2024. Learn how knowledge content is critical and more.
Customer Service 1 min read
Knowledge content is the fuel that feeds the AI beast – not just external content, but internal content too. Here’s how to get started.
Customer Service 3 min read
In our latest “Response Time” interview, we ask Laura Morales-Carrillo, Sr. Member Experience Manager at Maza, about the essence of great customer service, movie robot sidekicks, and more.
Customer Service 2 min read
It’s an exciting time to be in customer service. With AI taking over more repetitive tasks, teams have the unique opportunity to focus on what brings them joy at work.
Product & Design 27 min watch
Are B2B and B2C product management worlds really that different? Bethany joined us as a PM at Intercom after years in B2C, and shares her perspective on the main differences and similarities she’s encountered so far.
Customer Service 30 min watch
AI is radically changing how customer service teams operate. Learn how to evolve your team structure to capitalize on new opportunities.
AI & Automation 16 min read
Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.
AI & Automation 24 min watch
Our Chief Product Officer Paul Adams talks about how AI has raised the bar for great customer service and what support teams can do to adapt to this new reality.
Customer Service 16 min watch
Launching an AI-first customer service system might feel overwhelming if you don’t know where to start. Here are some tried and tested tips for your first three months.
Product & Design 6 min read
Product management varies a lot from company to company, but how big is the gap between B2B and B2C? We explore the differences and similarities.
