When it comes to supporting and engaging with customers, striking a balance between personalization and efficiency is critical for operating at scale. To achieve this, one needs to deeply understand their customers' experiences with the product - and their expectations. However, without this knowledge, customer communication will remain impersonal and inefficient. To address this, Intercom has launched a suite of new features to enhance messaging, reporting, analysis, and support automation, providing teams with meaningful insights to power personalized support at scale. These features include Custom Reports for tracking key metrics, Conversation Topics for analyzing customer conversations, Macros for automating common Inbox actions, Series for more precise targeting and testing, and updates to Articles and the Intercom mobile app for streamlined support experiences. Additionally, Intercom has introduced updated permissions, custom return paths, and apps in the App Store to safeguard email reputation, enhance productivity, and supercharge the tech stack.