Intercom Blog - Plushcap

Blog URL

www.intercom.com/blog

Posts YTD

23 ↑ vs 20 last year

Avg Posts/Month

6.0 since 2022

Monthly Post Volume

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Title	Author	Published	Words	HN Pts
Introducing Fin AI Copilot: Increase agent efficiency by 31%	Alissa Tyrangiel	2024-04-10	835	--
Customer acquisition strategy: How to acquire more customers in 2023	Davin O'Dwyer	2022-02-23	2,139	--
Don’t miss out on mentorship opportunities: Broadening our definition of mentorship	Mathew Cropper	2022-05-24	1,848	--
Built for you: New channels of communication, improved reporting, and much more	Priyanka Chaudhari	2022-05-04	791	--
Built for you: Next-generation surveys, ditching hold times with Switch, and more	Ashley Dawson	2022-04-04	592	--
Support goes global: Localization for customer service teams	Kuba Niechciał	2023-03-22	762	--
A whole new world: The exciting new roles AI is creating in …	Declan Ivory	2023-09-12	3,072	--
Why brand consistency is key to an excellent help center experience	Kelly Farrell	2023-10-17	1,170	--
What is customer lifetime value?	Nessa Morrissey	2022-05-13	425	--
Response Time: Vol. 26	Kate Sugrue	2024-05-13	892	--
Building a company to be proud of: Intercom recognized as one of …	Maggie Landers	2022-08-03	626	--
Our AI agent Fin now supports your customers in 45 languages	Bob Wallis	2024-02-14	533	--
Response Time: Vol. 2	Kate Sugrue	2023-03-13	551	--
Drive retention from customer support with 4 easy steps	Lauren Cassidy	2022-08-23	1,039	--
How to keep and nurture customer service talent	Ruth O'Brien	2023-03-09	1,350	--
Response Time: Vol. 37	Kate Sugrue	2024-10-21	908	--
What is a user community?	Davin O'Dwyer	2022-10-10	555	--
Response Time: Vol. 1	Kate Sugrue	2023-02-27	970	--
Response Time: Vol. 12	Kate Sugrue	2023-08-28	578	--
Announcing even more ways to support your customers: Here’s what’s new at …	Orinna Barton	2022-10-12	903	--
What is hold time?	Davin O'Dwyer	2022-10-01	484	--
Continue, Stop, Start: Rethinking retrospectives	Kuba Niechciał	2022-01-03	1,313	--
Get ready for AI bots by optimizing your knowledge base	Beth-Ann Sher	2023-04-19	1,383	--
Response Time: Vol. 35	Kate Sugrue	2024-09-16	682	--
Braving busy holidays: Reduce customer service stress with automation and AI	Leanne Harte	2024-11-06	1,780	--
Response Time: Vol. 33	Kate Sugrue	2024-08-19	544	--
Built for you: Tooltips, new support languages, personalized posts, and much more	Mary Mooshian	2022-09-07	1,014	--
Fin 2: Powered by Anthropic’s Claude LLM	Des Traynor	2024-10-10	587	--
Intercom’s product principles: Start with the problem to achieve better solutions	Stephen Forbes	2022-10-05	1,767	--
What is a power user?	Davin O'Dwyer	2022-10-01	495	--
Response Time: Vol. 21	Kate Sugrue	2024-02-06	695	--
Announcing Intercom for Enterprise: A whitepaper exploring how we enable large companies …	Niamh O'Connor	2022-11-08	438	--
How transparency can help your customers get more out of AI support	Ruth O'Brien	2024-11-22	830	--
How to implement live chat support for the best customer experience	Declan Ivory	2024-01-02	2,496	--
Response Time: Vol. 3	Kate Sugrue	2023-03-27	736	--
To AI or not to AI? The support leader’s dilemma	Declan Ivory	2023-07-13	1,865	--
AI skepticism is giving way to curiosity among customer service teams	Ruth O'Brien, Bobby Stapleton	2024-04-26	841	--
What is a customer data platform?	Nessa Morrissey	2022-07-16	1,042	--
Fin, the breakthrough AI agent for customer service, keeps getting better	Bob Wallis	2024-01-16	938	--
Brew and Review: Building a knowledge sharing loop for Customer Success	Nicole Rashied	2022-01-05	1,334	--
You control your customer experience, not AI	Ruth O'Brien, Bobby Stapleton	2024-06-13	513	--
How do customers want to talk to businesses? Our new survey reveals …	Declan Ivory	2022-12-14	1,162	--
What is a support ticket?	Davin O'Dwyer	2022-10-01	1,087	--
Response Time: Vol. 23	Kate Sugrue	2024-03-04	806	--
5 quick ways to improve your e-commerce customer experience	Lauren Cassidy	2022-04-26	1,682	--
How customer service chatbots are redefining customer experience	Declan Ivory	2023-05-03	2,012	--
Atlassian and Coda on creating personalized customer experiences at scale	Beth McEntee	2022-04-06	1,839	--
Embracing change, the customer service way	Ruth O'Brien, Bobby Stapleton	2024-03-04	511	--
What is customer acquisition cost and why does it matter?	Brian Kotlyar	2022-08-07	2,287	--
Automated customer service: Support your customers more efficiently and effectively	Niamh O'Connor	2022-11-22	2,780	--
Intercom’s product principles: Build better solutions by keeping it simple	Martha Moniz	2022-05-11	1,097	--
Bots 🤖 and brains 🧠: The winning combination for customer service 🤩	Beth McEntee	2023-06-07	736	--
What is a sales-qualified lead (SQL)?	Nessa Morrissey	2022-06-14	727	--
What is workforce engagement management (WEM)?	Nessa Morrissey	2022-05-13	333	--
Response Time: Vol. 6	Kate Sugrue	2023-05-08	1,437	--
What is customer activation?	Nessa Morrissey	2022-07-26	484	--
What is a customer stakeholder?	Davin O'Dwyer	2022-10-03	528	--
Calling future software engineers: Learn about UL’s equity, diversity and inclusion scholarship, …	Niamh O'Connor	2022-06-15	659	--
Response Time: Vol. 15	Kate Sugrue	2023-10-09	973	--
Built for you: Inbox updates, customizable conversation assignment, and more!	Sonia Moaiery	2022-10-05	560	--
Making tickets personal: How ticketing systems are evolving for next-gen support	Olivia Singarella	2023-11-13	1,210	--
Pioneer 2024: Intercom’s first ever AI customer service summit, in summary	Davin O'Dwyer	2024-10-10	1,802	--
Farewell to the customer service Frankenstack	Anthony Lopez	2024-03-20	633	--
Announcing Intercom’s new program for venture-backed startups	Pedro Muller	2022-01-31	518	--
Want to keep your customers? AI can help	Ruth O'Brien, Bobby Stapleton	2024-02-20	611	--
The first 90 days with AI: A 4-step guide to get you …	Bobby Stapleton	2024-12-18	2,800	--
Announcing our latest guide: ‘The New Economics of Customer Service’	Declan Ivory	2024-11-13	565	--
What is voice of the customer?	Davin O'Dwyer	2023-02-28	3,032	--
This time, it’s personal: Redefining automated support in the modern age	Franka Martinovic	2022-01-26	1,799	--
Mass market, nano media: The future of marketing is engagement	Anna Griffin	2022-05-17	765	--
What is lead generation?	Nessa Morrissey	2022-05-13	564	--
Response Time: Vol. 34	Kate Sugrue	2024-09-02	716	--
Meet Intercom Community – Intercom’s customer community forum	Eric Fitzgerald, Ruth O'Brien	2022-03-01	752	--
A new age of UX: Evolving your design approach for AI products	Molly Mahar	2024-01-17	3,138	--
What is business SMS?	Davin O'Dwyer	2022-10-01	516	--
Introducing Intercom Phone: Calls and conversations all in one place	Gus Aldaya	2023-11-28	946	--
Response Time: Vol. 7	Kate Sugrue	2023-05-22	773	--
Announcing ‘The Ticket’ and ‘Intercom on Product’: Get the content you’re looking …	Niamh O'Connor, Davin O'Dwyer	2024-01-31	1,013	--
Moving fast and building smart: The value of quick customer feedback	Alissa Tyrangiel	2022-01-12	1,002	--
Raising the bar: Revealing the 3 customer service trends to act on …	Zara Burke	2022-04-13	1,747	--
What is customer experience (CX)?	Beth McEntee	2023-03-07	2,781	--
How we ensure the highest standards of data privacy and compliance within …	Penny Gray, Thibault Candebat	2022-10-19	1,706	--
Best practices for securing your Intercom workspace	Penny Gray	2022-07-15	960	--
What are push notifications and why do marketers need them?	Daniel Harris	2022-08-26	2,579	--
Response Time: Vol. 32	Kate Sugrue	2024-08-02	816	--
The ultimate marketing technology stack	Anna Murphy	2023-11-08	6,473	--
What is conversational AI?	Nessa Morrissey	2022-07-26	533	--
What is tiered support?	Nessa Morrissey	2022-06-14	601	--
Our biggest releases of 2022: A next-generation Inbox, our most powerful Messenger …	Jasmine Jaume	2022-12-14	1,520	--
What is customer relationship management?	Nessa Morrissey	2022-06-14	1,737	--
What is a call center?	Nessa Morrissey	2022-05-13	578	--
Infrastructure at speed: 5 lessons learned from building Intercom in Europe	Brian Scanlan	2022-02-16	1,520	1
Response Time: Vol. 31	Kate Sugrue	2024-07-22	765	--
Support-ify Wrapped: How can support teams make their numbers pop?	Niamh O'Connor	2023-12-05	606	--
Announcing Intercom’s new Inbox: The fastest and most powerful inbox designed for …	Alissa Tyrangiel	2022-06-08	906	--
Response Time: Vol. 19	Kate Sugrue	2023-12-04	561	--
What is churn?	Davin O'Dwyer	2022-10-01	528	--
Evolving Intercom’s database infrastructure	Ryan Sherlock	2024-10-14	3,283	12
Defining customer support in 2025: Why it’s key to your long-term success	Declan Ivory	2024-02-13	3,362	--
Welcoming our newest board member to Intercom	Karen Peacock	2022-04-26	270	--
Solving for complex onboarding: Paving a path to value for your customers	Tanner Elvidge	2022-06-15	1,449	--
Transform the way you share your work: Tricks from Hollywood’s publicity playbook	Hayley Camille Morgan	2022-02-02	1,139	--
Glossary of AI terms: Understanding GPT, neural networks, and more	David Brodigan, Davin O'Dwyer	2023-05-31	1,989	--
Response Time: Vol. 10	Kate Sugrue	2023-07-03	1,043	--
Supporting product launches: How to set up your customer service team for …	Eric Fitzgerald	2023-02-21	1,174	--
Prepare your internal knowledge content for AI	Ruth O'Brien	2024-05-24	315	--
Hola, bonjour, olá – say hello to new multilingual support in Intercom	Darragh Curran	2022-07-15	589	--
What is the customer journey?	Nessa Morrissey	2022-05-13	786	--
AI trends that are giving support leaders a competitive advantage	Beth McEntee	2023-04-26	924	--
The values behind our first virtual launch event, New at Intercom	Alyssa Smrekar	2022-03-01	729	--
Introducing Fin: Intercom’s breakthrough AI chatbot, built on GPT-4	Fergal Reid	2023-03-14	1,663	--
What is an MQL (Marketing Qualified Lead)?	Nessa Morrissey	2022-05-25	471	--
Switch on the next generation of phone support	Tanner Elvidge	2022-04-05	891	--
How to build, manage and scale a sales team – 12 strategies …	Davin O'Dwyer	2022-01-16	3,427	--
Announcing new next-generation bot capabilities to uplevel your automated support	Lena Leadbetter	2022-06-22	961	--
Ready to transform your career, customer support leaders?	Ruth O'Brien, Bobby Stapleton	2024-05-14	791	--
Time to switch: Your step-by-step guide to adopting a new customer service …	Brian McKiernan, Landon McCaig	2023-11-29	2,940	--
Response Time: Vol. 20	Kate Sugrue	2023-12-18	686	--
Everything you need to know about Fin, the breakthrough AI bot transforming …	Bob Wallis	2023-06-13	1,614	--
Announcing Pioneer, Intercom’s first ever AI customer service summit	Megan Moon	2024-09-04	626	--
Response Time: Vol. 8	Kate Sugrue	2023-06-06	799	--
What is IVR deflection?	Nessa Morrissey	2022-05-11	589	--
Introducing Checklists: The fastest way to turn signups into superusers	Zoe Sinnott	2023-01-25	825	--
Response Time: Vol. 28	Kate Sugrue	2024-06-10	489	--
What is customer experience management?	Davin O'Dwyer	2022-10-03	508	--
Is your support team encountering these 5 challenges? It could be a …	Nadine Mansour	2023-04-05	1,380	--
Intercom’s product principles: Creating personal products by design	Pranava Tandra	2022-12-06	1,157	--
Intercom’s product principles: Following design fundamentals to leave space for innovation	Charlotte Sferruzza	2022-04-20	1,432	1
Welcoming our new President, Archana Agrawal	Eoghan McCabe	2024-01-16	415	--
What is a service desk?	Davin O'Dwyer	2022-10-01	509	--
How to ask your customers great questions and gather actionable feedback – …	Alan McGlinchey	2022-05-31	1,889	--
What is a net promoter score (NPS)?	Nessa Morrissey	2022-05-13	600	--
A note from Eoghan McCabe	Eoghan McCabe	2022-10-06	561	--
Response Time: Vol. 27	Kate Sugrue	2024-05-28	732	--
Response Time: Vol. 24	Kate Sugrue	2024-03-19	597	--
Batting above your average: Optimizing your sales strategy for SaaS	Sanj Bhayro	2022-10-24	900	--
The AI agent buyer’s guide: How to make the right choice for …	Summer White	2024-12-02	4,666	--
There’s no going back – the new era of AI-first Customer Service …	Paul Adams	2024-04-10	1,792	--
Response Time: Vol. 29	Kate Sugrue	2024-06-24	886	--
Announcing our new guide ‘Supercharge Your Support: How In-context Support Can Boost …	Zara Burke	2022-08-11	521	--
Built for you: Articles Views, new Checklists features, and more	Juci Kulloi	2023-04-05	750	--
Intercom’s product principles: What you ship is what matters	Eugenia Ortiz	2022-11-09	802	--
Introducing Intercom SMS: Connect, engage, and activate with two-way SMS	Chris Dalley	2022-06-22	2,044	--
Questions about our new AI agent, Fin? Here’s everything you need to …	Niamh O'Connor	2023-04-19	1,738	--
How to use in-app messaging to retain your best customers	Lauren Cassidy	2022-06-29	2,295	--
4 ways to accelerate sales using the Intercom integration with HubSpot	Katherine Boyarsky	2022-07-27	872	--
10 engineering lessons from 6 years at Intercom	Kuba Niechciał	2024-02-02	1,291	--
Response Time: Vol. 38	Kate Sugrue	2024-11-04	545	--
You’re not starting from scratch: How your transferable skills can help you …	Nadia Zhuk	2022-09-28	1,410	--
Best practices for designing effective and engaging surveys	Lynsey Duncan, Zoe Sinnott	2022-04-12	1,890	--
What is first contact resolution (FCR)?	Nessa Morrissey	2022-05-26	778	--
Reinventing our wheel: The vision behind Intercom’s redesigned Messenger	Paul Murphy	2023-01-24	2,076	--
Why ‘good’ CX isn’t good enough anymore	Ruth O'Brien, Bobby Stapleton	2024-07-10	692	--
Customer service trends on tour: Bringing our 2024 report to life	Bobby Stapleton	2024-03-25	968	--
What is a customer pain point?	Davin O'Dwyer	2022-10-03	613	--
Privacy, security, accuracy: How AI chatbots are handling your deepest data concerns	Niamh O'Connor	2023-08-23	1,750	--
How AI will change the nature of customer service work	Paul Adams	2023-03-21	556	--
Introducing “New at Intercom” – our first virtual launch event	Alyssa Smrekar	2022-01-11	427	--
What is customer support volume?	Davin O'Dwyer	2022-10-03	558	--
The 9 best tools for your early-stage startup tech stack	Alan McGlinchey	2022-08-30	2,083	--
What is lifecycle marketing?	Nessa Morrissey	2022-05-13	564	--
What is customer onboarding?	Nessa Morrissey	2022-05-26	713	--
Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’	Lauren Cassidy	2022-09-28	518	--
Fin is now in the inbox: Meet your support team’s new AI …	Olivia Singarella	2023-12-13	516	--
Must-haves for a modern help center: Connectivity and customization	Kelly Farrell	2023-11-16	863	--
4 ways your support team can boost efficiency and do more with …	Anna Murphy	2022-07-26	1,822	--
What is a customer effort score?	Davin O'Dwyer	2022-10-03	581	--
Welcoming our new Chief People Officer and other senior leaders	Karen Peacock	2022-04-14	211	--
Intercom named a Strong Performer in Forrester’s 2022 Conversation Automation Solutions New …	Alyssa Smrekar	2022-09-22	493	--
Introducing Intercom’s product principles: A series exploring the beliefs that shape what …	Emmet Connolly	2022-02-09	1,058	--
What is average handle time?	Davin O'Dwyer	2022-10-01	490	--
The 4 big myths about AI in customer service	Niamh O'Connor	2023-08-09	959	--
4 ways to personalize your marketing messaging and boost engagement	Anna Murphy	2022-08-22	1,042	--
What is customer self-service?	Davin O'Dwyer	2022-10-01	955	--
Built for you: Workload Management features, Checklists, and more	Jasmine Jaume	2023-03-07	742	--
Announcing ‘The Intercom Customer Support Trends Report for 2022’	Zara Burke	2022-01-18	536	--
What will the future of customer service look like? We asked 400 …	Beth McEntee	2023-05-23	1,075	--
Intercom’s 2024 in review	Summer White	2024-12-18	1,820	--
What is a customer feedback loop?	Davin O'Dwyer	2022-10-03	491	--
Announcing our refreshed guide ‘The Onboarding Starter Kit’	Zara Burke	2022-09-21	384	--
Five key takeaways about AI product management	Julia Godinho	2024-02-21	1,129	--
In-context or out of touch: The future of online customer service	Lauren Cassidy	2022-08-16	1,505	--
What is omnichannel support?	Nessa Morrissey	2022-07-12	435	--
What is text message marketing?	Davin O'Dwyer	2022-10-01	572	--
Response Time: Vol. 39	Kate Sugrue	2024-11-18	609	--
Announcing ‘The Intercom Customer Service Trends Report for 2023’	Beth McEntee	2023-02-08	646	--
Intercom included on the Forbes Cloud 100 for sixth consecutive year	Karen Peacock	2022-08-09	383	--
Building a resilient system: Our journey to observability at Intercom	Kesha Mykhailov	2022-07-14	1,979	--
Intercom vs Zendesk: Two AI agents put to the test	Sagar Joglekar	2024-11-14	1,559	--
Response Time: Vol. 14	Kate Sugrue	2023-09-25	497	--
Managing high availability at Intercom	Oran O'Dowd	2022-03-16	1,030	--
What is a conversion rate?	Nessa Morrissey	2022-07-26	690	--
Why customer engagement is the key to business growth in 2023 and …	Alyssa Smrekar	2022-03-28	2,495	--
Built for you: Dynamic Content, granular subscriptions, Surveys upgrades, and more	Jason Recacho	2022-08-03	447	--
How are customer service metrics changing in the age of AI?	Beth McEntee	2023-10-04	4,682	--
Take customer engagement to a new level with our latest releases: A …	Nicole Garrison	2022-10-12	1,116	--
Built For You: Premier Services, Conditional Branching, and more features to tailor …	LeighAnne Manwiller	2022-03-07	936	--
Valuable insights at the right time: Determining the ideal level of design …	Cormac O'Dwyer	2022-08-09	1,229	--
What is customer satisfaction (CSAT)?	Niamh O'Connor	2023-02-15	2,744	--
How to use email marketing to create campaigns and connect with your …	Davin O'Dwyer	2022-06-01	4,429	--
Built for you: Improved Surveys, enriched push notifications, Australian data hosting, and …	Arshkrit Chowdhury	2022-06-13	1,110	--
Fin 2: The first AI agent that delivers human-quality service	Kyle Rocco	2024-10-10	1,199	--
Creating excellent customer experiences with the right e-commerce tech stack	Lauren Cassidy	2022-03-10	1,768	--
What I’ve discovered implementing an AI-driven customer service strategy	Declan Ivory	2024-02-06	572	--
What is a push notification?	Nessa Morrissey	2022-06-14	744	--
What is first-party data?	Lauren Cassidy	2022-05-18	2,325	--
The ultimate guide to knowledge management in the age of AI	Beth-Ann Sher	2024-04-17	3,655	--
Customer retention strategies: 5 best practices & 6 strategies for low churn	Anna Murphy	2022-08-02	2,797	--
Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more	Orinna Barton	2022-07-06	757	--
Takeaways from Support Driven Expo 2024: Embrace change and get ahead	Laura Jolly	2024-06-05	934	--
Response Time: Vol. 22	Kate Sugrue	2024-02-19	1,021	--
Announcing ‘The State of AI in Customer Service: 2023 Report’	Beth McEntee	2023-06-14	527	--
14 tips to help you run a successful product design workshop	Gustavs Cirulis, Cindy Chang	2022-05-16	3,863	--
The ultimate guide to live chat support	Niamh O'Connor	2023-02-09	4,636	1
AI-powered UI (aka “Return of the Chat”)	Des Traynor	2023-08-10	1,184	18
Response Time: Vol. 36	Kate Sugrue	2024-09-30	430	--
Engineering at Intercom: Highlights from my first two years	Ketan Bhatt	2022-04-04	1,657	--
Response Time: Vol. 30	Kate Sugrue	2024-07-09	910	--
Introducing Intercom Surveys: Don’t just ask for opinions, act on them	Zoe Sinnott	2022-03-30	917	--
Building high-performing Research and Data Science teams with clear career paths	Karen Church	2022-07-19	1,501	--
Understanding AI: How we taught computers natural language	Cathal Horan	2023-11-27	4,153	1
What is downtime?	Davin O'Dwyer	2022-10-03	566	--
Breaking down barriers to scale: How we’ve optimized Elasticsearch usage at Intercom	Ketan Bhatt	2022-09-21	2,082	--
Announcing Stripe’s new Intercom integration	Claire Gunter	2022-07-11	358	--
Unlocking customer value with data: How we developed the Customer Milestones Framework	Jo Nieć	2023-08-29	1,767	--
What is a help desk?	Nessa Morrissey	2022-05-13	555	--
Announcing our refreshed guide ‘The Customer Retention Starter Kit’	Lauren Cassidy	2022-10-04	390	--
B2B vs B2C product management: How different are they really?	Bethany Clark	2024-05-15	1,307	--
Intercom’s product principles: How technical conservatism helps us scale faster and better	Waheed El Miladi	2022-07-20	1,577	--
What is the Kano model?	Davin O'Dwyer	2022-10-03	593	--
We’ve got mail: Introducing Intercom email features to complement your customer support …	Ashley Dawson	2022-11-02	885	--
Four key steps for training your customer support team for AI	Ruth O'Brien	2024-09-25	812	--
Communication, collaboration, coordination: The 3 Cs guiding successful cross-functional teams	Kate Sugrue, Liam Keegan	2022-08-17	1,382	--
A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory	Mark Iafrate	2023-01-18	604	--
Why you need a customer support operations team	Niamh O'Connor	2023-03-01	2,439	--
Response Time: Vol. 16	Kate Sugrue	2023-10-23	770	--
Response Time: Vol. 9	Kate Sugrue	2023-06-19	693	--
Response Time: Vol. 4	Kate Sugrue	2023-04-11	953	--
Intercom’s product principles: How we focus on delivering outcomes	Karen Church	2022-03-09	1,265	--
Intercom’s product principles: How connected, modular systems help us to focus on …	Gustavs Cirulis	2022-07-05	1,296	--
Announcing Intercom’s new AI features	Fergal Reid	2023-01-31	1,931	5
Intercom’s product principles: Building in small steps to deliver maximum customer value	Aidan Lynch	2022-09-06	1,391	--
What is customer experience design?	Davin O'Dwyer	2022-10-03	539	--
Response Time: Vol. 18	Kate Sugrue	2023-11-20	644	--
What is a marketing campaign?	Nessa Morrissey	2022-05-13	648	--
A personal touch: Intercom’s guide to CX personalization	Beth McEntee	2023-03-15	2,517	--
What is customer cohort analysis?	Nessa Morrissey	2022-06-14	512	--
Reaccelerate: Finding new engines of growth in your business	Des Traynor	2022-11-30	3,770	--
Intercom’s product principles: Shaping the solution to maximize customer value	Levent Ali	2022-08-10	1,222	--
5 ways to bridge the customer service expectation gap in 2024	Niamh O'Connor	2023-02-14	2,267	--
2022 on Inside Intercom	Davin O'Dwyer	2022-12-28	1,825	--
Response Time: Vol. 17	Kate Sugrue	2023-11-06	670	--
How do your customers feel about AI chatbots?	Lynsey Duncan, Cormac O'Dwyer	2023-06-27	1,065	--
Adding AI to your support team can be daunting. Our advice? You’ve …	Ruth O'Brien	2023-05-09	1,507	--
3 takeaways from the Customer Service Quality Benchmark Report 2023	Mark Iafrate	2023-03-29	572	--
Understanding customer success	Davin O'Dwyer	2023-02-22	2,067	--
Response Time: Vol. 5	Kate Sugrue	2023-04-24	1,332	--
52 weeks that changed everything: 2023 on the Intercom Blog	Davin O'Dwyer	2023-12-19	1,940	--
Response Time: Vol. 13	Kate Sugrue	2023-09-11	894	--
Why Intercom is supporting the Embroider Initiative to update Ember	Clíona de Róiste, Aaron Chambers	2023-06-14	615	--
What is a marketing funnel?	Nessa Morrissey	2022-05-13	562	--
Marketing chatbots: The marketer that’s always on	Orinna Barton	2022-05-10	1,857	--
Intercom’s new and improved reporting features	Gus Aldaya	2024-02-27	957	--
Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’	Nadine Mansour	2023-09-19	1,973	--
Response Time: Vol. 25	Kate Sugrue	2024-04-02	663	--
How AI is unlocking more meaningful work for customer service teams	Ruth O'Brien, Bobby Stapleton	2024-05-31	535	--
Intercom’s product principles: Building product that’s opinionated by default, but flexible under …	Tatiana Sivo	2023-01-17	1,265	--
What is marketing automation?	Davin O'Dwyer	2022-10-01	521	--
Response Time: Vol. 11	Kate Sugrue	2023-08-14	1,474	--
Fin over email: How we built a multichannel AI agent	Julia Godinho	2024-10-17	1,657	--
Introducing Workflows – the mission control center for customer service automations	Rati Zvirawa, Nick Smith	2023-05-03	879	--
What is SMS customer service?	Davin O'Dwyer	2022-10-01	605	--
How our infrastructure scales alongside our customers	Oran O'Dowd	2022-05-25	1,128	2
Registration for our fall 2022 product launch event is now open	Alyssa Smrekar	2022-08-24	337	--
Effective customer engagement is business critical – insights from Harvard Business Review …	Zara Burke	2022-07-25	1,141	--
What is a knowledge base?	Davin O'Dwyer	2022-10-01	553	--
What is a changelog?	Davin O'Dwyer	2022-10-01	534	--
Ensuring Intercom’s interoperability for enterprise customers	Catherine Brodigan, Sonia Moaiery	2022-07-27	1,402	--
What is call deflection?	Nessa Morrissey	2022-07-26	441	--
Intercom recognized with 3 TrustRadius ‘Best of’ awards	Kate Sugrue	2023-02-01	552	--
The ultimate customer support tech stack	Zara Burke	2024-01-01	3,365	--
Security at Intercom: How our InfoSec team protects our customers’ data and …	Thibault Candebat	2022-02-22	1,317	--
Four beliefs shaping our vision for customer support	Jane Honey	2022-09-20	2,167	--
What is customer service and why is it important?	Niamh O'Connor	2023-03-08	1,955	--
Intercom recognized with 101 badges and awards in G2’s Winter Reports 2023	Kate Sugrue	2022-12-22	675	--
Announcing ‘The Intercom Customer Service Trends Report for 2024’	Beth McEntee	2024-01-10	565	--
Built for you: Increased customizability, workspace security upgrades, custom objects in the …	Jasmine Jaume	2022-11-30	1,098	--
The AI agent buyer’s guide: How to make the right choice for …	Summer White	2024-12-02	4,666	--
What is escalation in customer service?	Davin O'Dwyer	2022-10-01	449	--
Designing for clarity: How we restructured Intercom’s Information Architecture	Pranava Tandra	2025-01-24	1,983	--
Customer service trends as we know them are dead	Declan Ivory	2025-01-28	1,285	--
Transform fintech customer service with Fin	Aditi Mediratta	2025-01-20	1,395	--
From support to sales: Turn eCommerce conversations into customers with Fin	Kelly Farrell	2025-02-06	1,033	--
Build vs buy: The high bar for building your own AI agent	Darragh Curran	2025-02-13	1,301	--
Response Time: Vol. 40	Kate Sugrue	2025-02-17	546	--
Trust issues: How to help customers believe your AI agent	Ruth O'Brien	2025-02-18	968	--
Transform gaming support: Give every player VIP-level service with Fin	Gus Aldaya	2025-02-27	1,483	--
Response Time: Vol. 41	Kate Sugrue	2025-03-03	896	--
Evolving Intercom’s database infrastructure: Lessons and progress	Ryan Sherlock, Miles McGuire	2025-03-11	1,211	3
Response Time: Vol. 42	Kate Sugrue	2025-03-17	533	--
Built For You Spring ‘25: The future of customer service is calling	Francesca Conde	2025-03-19	943	--
Gaming support economics: A guide to maximizing ROI in the AI agent …	Summer White	2025-04-03	3,302	--
Response Time: Vol. 43	Kate Sugrue	2025-04-07	367	--
Train Fin to behave like your best agents	Zoe Sinnott	2025-04-09	1,179	--
Response Time: Vol. 44	Kate Sugrue	2025-04-28	575	--
Pricing AI agents: What does ‘value-based pricing’ really mean for AI?	Aisling O'Reilly	2025-04-28	798	--
Building trust through responsible AI: Intercom achieves ISO/IEC 42001 certification	San Mousa	2025-04-29	426	--
Introducing MCP: A new way to connect Fin and your customer data …	Nuno Teixeira	2025-05-01	915	--
Response Time: Vol. 45	Kate Sugrue	2025-05-19	341	--
Response Time: Vol. 46	Kate Sugrue	2025-06-16	795	--
Navigating the AI storm: How to harness the power of AI without …	Chris Murray	2025-09-18	2,346	--
The blueprint for AI in support didn’t exist. Until now.	Ruth O'Brien	2025-08-13	775	--
How to cut through AI hype and choose solutions with confidence	Nicole Rashied	2025-08-11	1,831	--
Navigating AI metrics	Bobby Stapleton	2025-07-15	725	--
Stop monitoring systems; start monitoring outcomes	Ryan Sherlock	2025-07-11	1,219	--
Notes from a product design vibe coding hackathon	Russell Norris	2025-07-09	1,145	--
Announcing The AI Agent Blueprint	Declan Ivory	2025-08-12	449	--
Headlines from Pioneer 2025: Fin 3, the vision for a unified Customer …	Declan Ivory	2025-10-09	1,575	--
Building our next R&D hub in Berlin	Darragh Curran	2025-10-29	1,114	--
How AI makes support work more meaningful	Ruth O'Brien Bobby Stapleton	2024-05-23	576	--
Betting on the future of frontend at Intercom	Clíona de Róiste	2025-08-25	728	--
Securely access Intercom data in ChatGPT	Rhiannon Gale	2025-10-23	335	--
Preparing for the Customer Agent future	Bobby Stapleton	2025-10-17	1,004	--
What’s new with Fin 3: The best AI Agent for complex queries …	Declan Ivory	2025-10-15	2,533	--
How to build a Content Design Agent	Russell Norris	2025-10-30	1,802	--
Hollywood demos vs. real-world demos	Francesca Conde	2025-11-11	809	--
New series: Planning your 2026 customer service organization	Declan Ivory	2025-11-18	1,026	--
Intercom is now a Shopify Plus Technology Partner	Gayathri Padmanabhan	2025-11-18	426	--
More context, more confidence: The new CX Score explained	Christine Zdelar	2025-11-25	1,178	--
2026 customer service planning series: Vol. 02	Declan Ivory	2025-11-25	1,063	--
2026 customer service planning series: Vol. 03	Declan Ivory	2025-12-02	2,360	--
2026 customer service planning series: Vol. 04	Declan Ivory	2025-12-09	1,025	--
Setting the standard for support: What Spain’s new customer service law signals	Peter Dalton	2025-12-08	2,013	--
Intercom achieves AIUC-1 certification: A new standard for trust in AI Agents	Thibault Candebat	2025-12-08	467	--
2026 customer service planning series: Vol. 05	Declan Ivory	2025-12-16	1,655	--
New research: Customer service team evolution	Emiliano Melchiorre	2026-01-05	2,126	--
The safety of speed: How we ship code 180 times per day	Danny Fallon Ryan Sherlock	2026-01-26	2,049	--
The AI deployment gap is widening, don’t get left behind	Declan Ivory	2026-01-28	963	--
Transformation in action: Why AI deployment depth makes the difference	Declan Ivory	2026-02-05	1,490	--
CX Scores: How we built a metric support leaders can defend	Mark O'Donovan	2026-02-09	809	--
Transformation in action: Why ROI becomes clearer with deeper integration	Declan Ivory	2026-02-13	1,137	--
Transformation in action: Raising the bar for customer experience	Declan Ivory	2026-02-20	1,515	--
Announcing major updates to Procedures and Simulations: Enabling Fin to handle complex …	Chris Dalley	2026-02-25	1,658	--
Transformation in action: How AI is evolving support careers	Declan Ivory	2026-02-27	1,212	--
Transformation in action: When support becomes the blueprint for company-wide AI	Declan Ivory	2026-03-05	1,050	--
Fin Product Updates: February recap	Brian Donohue	2026-03-10	972	--
From resolutions to outcomes: Evolving how Fin delivers value	Darragh Curran	2026-03-12	787	--
Transformation in action: What it takes to automate 81% of your customer …	Declan Ivory	2026-03-13	1,703	--
Kaizen for the AI era: How small improvements build smarter support	Caroline Glackin	2026-03-19	607	--
Announcing Fin Apex: The age of vertical models is here	Eoghan McCabe	2026-03-26	1,181	--
Announcing Monitors: Opening the AI black box	Alissa Tyrangiel	2026-03-25	1,314	--
Never stop disrupting yourself; introducing the Fin API platform	Eoghan McCabe	2026-04-02	835	--
From swarms to product: Turning customer signals into scalable features	Kevin O'Brien	2026-04-13	849	--
The hardest percentages	Pratik Bothra	2026-04-14	1,176	--
AI is approving our pull requests: Here’s how we made it safe	Kesha Mykhailov Niamh Young	2026-04-21	1,777	--
Announcing Fin for Sales: A new role for Fin Customer Agent	Rati Zvirawa	2026-04-22	1,476	--
Introducing the Sales Agent Blueprint	Ciaran Nolan	2026-04-23	479	--
AI is the answer to the sales growth-without-headcount problem	Pascaline Albin	2026-04-28	1,258	--

Plushcap, by Matt Makai. 2021-2026.