The Intercom Blog
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Articles and Podcasts on Customer Service, AI and Automation, Product, and more
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AI, psychology, and the future of customer support: Insights from Synthesia’s Head of Support
Constantina Samara, Head of Customer Support at Synthesia on how her background in psychology informs her approach to AI-driven customer service and how Synthesia is leveraging AI to enhance both...
From support to sales: Turn eCommerce conversations into customers with Fin
Discover how Intercom’s next-gen customer service AI agent Fin empowers eCommerce companies to scale support, drive conversion rates, and boost brand loyalty.
Scaling Customer Support with AI: Nuuly’s Winning Formula
Natalie Hurst, Director of Customer Success at Nuuly, talks about the immense impact AI had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame –...
Customer service trends as we know them are dead
AI has forever changed customer service; we've moved beyond trends and into a transformed world of AI-first CS. Learn how to thrive in this new era.
Designing for clarity: How we restructured Intercom’s information architecture
Rethinking the information architecture of a complex app isn’t easy. Learn how we simplified the Intercom navigation, enhanced the user experience, and created space for AI innovation.
A Day in the Life of a Support Operations Analyst
Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work and the ongoing need for optimization in customer support...
Transform fintech customer service with Fin
Discover how Intercom’s next-gen customer service AI agent Fin empowers fintech companies to scale support, boost satisfaction, and ensure compliance.
The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce
In this episode Angelo Livanos, who leads support at Lightspeed Commerce, shares insights into leaning into the AI revolution and helping shape the future of CS.
The Ticket: The Four Pillars of CX – A deep dive into what makes for great customer experiences
In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback.
Making the best of a bad situation: Lessons from an Intercom outage
Hear the highlights (and lowlights) from a major Intercom outage, including what went wrong, how we fixed it, and the lessons we learned to prevent it from happening again.
How we scaled engineering enablement and infrastructure at Intercom
Discover how Intercom went from a patchwork of legacy systems and recurring incidents to a stable infrastructure that supports fast-moving product teams.
Intercom on Product: How we became an AI-first company
How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? We discuss...