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FEATURED IN NEWS & UPDATES HEY, PARTNER! INTRODUCING NEW PROGRAMS FOR APP AND SERVICE PARTNERSAshley Hanson
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MEASURING PROACTIVE COMMUNICATION IN COVID-19 CONVERSATIONS*
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STANDING TOGETHER: HOW INTERCOM CUSTOMERS ARE PROVIDING RELIEF DURINGCOVID-19
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News & Updates 5 min read HEY, PARTNER! INTRODUCING NEW PROGRAMS FOR APP AND SERVICE PARTNERS Partnerships have always been key to the way we work at Intercom. The App Partner Program and the Service Partner Program are here to help all of us work more closely together.Ashley Hanson
Senior Product Marketing Manager, IntercomLATEST NEWS
Growth 5 min read April 14,2020
READING LIST: ADVICE FOR CUSTOMER RETENTIONDavin O'Dwyer
Lead Editor, IntercomSupport 9 min read
April 14, 2020
LEADING YOUR SUPPORT TEAM THROUGH A CRISISZara Burke
Editor, Intercom
Support 37 min
listen April 9, 2020 NAVIGATING THE SURGE: A CUSTOMER SUPPORT ROUNDTABLEDee Reddy
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Marketing 40 min listen H.O.M.E: OFF THE CLOCK – LOVE, LAUGHTER AND LIFE THROUGH A LENS Part two of our four-part podcast series exploring our “new normal”. With life lived entirely in the home – how are people socialising and staying in touch?Dee Reddy
Podcast Producer, Intercom News & Updates 4 min read MEASURING PROACTIVE COMMUNICATION IN COVID-19 CONVERSATIONS Right now, businesses are not just waiting for their customers to check in – they’re leaning on automation to proactively communicate with them. Here’s what our data shows.Karen Church
Director, Product Analytics & Data Science, Intercom Marketing 10 min read EVERYTHING JUST CHANGED: HOW TO KEEP YOUR CUSTOMERS AT THE CENTER DURING TURBULENT TIMES There are many factors to consider when making business decisions during times of uncertainty – but the most important one is customer impact. Here’s how we’re navigating the changing landscape for our business and our customers.Shane Murphy-Reuter
SVP of Marketing, IntercomProduct & Design 5
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READING LIST: THINKING ABOUT DESIGN Intercom is a proudly product-first company, which has led to a culture that thinks deeply about design. This selection of posts reflecting on the design process illustrates the ways in which we consider and practice product design.Davin O'Dwyer
Lead Editor, Intercom Engineering 7 min read BUILDING INTERCOM FROM HOME: SOFTWARE DELIVERY IN CHALLENGING TIMES How do you ensure reliable software delivery right now, when your teams are suddenly distributed and your customers are facing new issues? The answer, we found, was by relying on our principles and processes rather than trying to reinvent the wheel.Brian Scanlan
Principal Systems Engineer, IntercomJess Connor
Technical Program Manager, Intercom Industry insights you won’t delete. Delivered to your inbox weekly. Sign up for our newsletter Subscribe Close iconA cross icon used to close notifications Close Notificationicon
Marketing 45 min listen H.O.M.E: HEALTH AND WELLNESS IN THE GREAT INDOORS In episode one of H.O.M.E., a four-part podcast series on Inside Intercom, we explore how folks are adapting to a life at home. We examine health and wellness to see how individuals and companies aregetting on.
Dee Reddy
Podcast Producer, IntercomGrowth 5 min read
READING LIST: KNOW YOUR CUSTOMERS Talking to your customers and really knowing what they need is beneficial in many different ways – it can help build loyalty, but also gives you crucial information to help your business succeed. Here is a selection of insights we’ve published over the years.Davin O'Dwyer
Lead Editor, Intercom Support 16 min read KNOWLEDGE BASE BEST PRACTICES FOR SELF-SERVE SUPPORT A well-maintained knowledge base helps your customers find success so that they don’t have to reach out to your team for help. Here’s how to keep yours up.Jack Jenkins
Product Education Manager, IntercomLiam Keegan
Lifecycle Marketing Manager, Intercom Support 10 min read CUSTOMER CARE IN A CRISIS: HOW SUPPORT TEAMS ARE NAVIGATING SHIFTS IN VOLUME, WAIT TIMES, AND CSAT How has the coronavirus outbreak impacted customer support teams? We surveyed 400 support leaders and interviewed more to find out how they’re caring for their customers and their teams – in a crisis.Courtney Chuang
Senior Editor, IntercomProduct & Design
27 min listen
WOOTRIC’S DEEPA SUBRAMANIAN ON MEASURING THE VOICE OF THE CUSTOMER We spoke with Deepa Subramanian, CEO of Wootric, about the critical points of the user experience that companies need to measure, how Wootric’s been able to apply machine learning to their platform and what it means to be a customer-led product team.Dee Reddy
Podcast Producer, IntercomFEATURED AUTHORS
Des Traynor
Co-founder & Chief Strategy Officer, IntercomSee all articles
Kaitlin Pettersen
Global Director of Customer Support, IntercomSee all articles
Jonathon Colman
Senior Design Manager, IntercomSee all articles
Karen Peacock
Chief Operating Officer, IntercomSee all articles
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