How we use Intercom to support Intercom customers

We use Intercom to support our users by establishing a customer communication process that defines how issues are resolved and who hears about them. This process is opinionated and personal to our structure, team size, customer base, and culture. We focus on concise, natural, conversational, personal, helpful, responsible, customer-focused, literate, region-agnostic, careful, and thoughtful communication. Our team of nine people covers 19 hours a day across multiple time zones and uses Intercom's features to track user feedback, measure performance indicators such as contacts per active user per week, time to first response, and overall number of contacts per week. We also use tags to categorize conversations and encourage everyone in the company to regularly spend a day in the inbox supporting our customers. This approach helps us deliver great service, avoid scaling issues, and create a scaleable feedback loop that benefits both our product team and individual designers and engineers.