Intercom, Inc.

APRIL 19, 2018

Rich Archbold , Senior Director of Engineering, has been at the forefront of codifying and scaling this philosophy over the past few years. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. To extend that conversation, I hosted Rich on our podcast.

Engineering 192

Engineering Technology Technology Start-ups 192

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

Intercom, Inc.

AUGUST 15, 2019

He joined me for a chat that ranged from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus. If you enjoy our conversation, check out more episodes of our podcast. Dee: Jeff, thanks a million for joining us on the podcast today. Short on time?

Start-ups 179

Start-ups Innovation Engineering Retail 179

Intercom, Inc.

MARCH 15, 2018

As a startup scales, the importance of infrastructure engineers simply can’t be overstated. Partnering with the Infrastructure, Data and Developer Productivity teams, his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. One of the blog posts was about this Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. In the midst of this transformation, customer support teams are grappling with a multitude of questions. Here are some of the key takeaways: An AI-human partnership is key. Suddenly, AI is everywhere.

AI 59

AI Start-ups Education Customer Service 59

Intercom

MARCH 9, 2023

For now, large language models are expected to augment human capabilities rather than replace them, as they can help make professionals more productive and efficient in their work. If you enjoy our discussion, check out more episodes of our podcast. At Intercom, we’ve always shipped to learn.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. Some of it’s really useful, some of it not at all.

Education 215

Education Start-ups Engineering 215

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Intercom, Inc.

JUNE 23, 2022

If you enjoy our discussion, check out more episodes of our podcast. That’s why, for the past five years, Amanda Malko has been thinking about how marketplaces change the way people buy software, helping B2B SaaS businesses find reputable software that can help them grow their business. The age of the marketplace.

B2B 118

B2B Education Start-ups Agriculture 118

Intercom

APRIL 27, 2023

In his recent book, Blueprint for Customer Obsession , Marbue describes what he calls the customer obsession continuum, which places companies on a scale from customer indifferent to customer-focused, customer-centric, and customer-obsessed. If you enjoy the discussion, check out more episodes of our podcast. Now, you know what?

CX 52

CX AI Start-ups Customer Service 52

Intercom, Inc.

DECEMBER 18, 2019

In the past 12 months on Inside Intercom, we’ve published nearly 200 blog posts covering everything from product launches to product strategy ; from growth stories to goal setting ; from building teams to bot skills ; from sales insights to stand-up comedy. We’ve launched three new podcast series and released 58 individual episodes.

Non-Profits 30

Non-Profits Sales Start-ups Engineering 30

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management. You need leadership support. If they don’t believe in it and support it, it’s going nowhere. Get moving.

Customer Journey Map 58

Customer Journey Map Customer Experience Business Growth Technology 58

Intercom, Inc.

JUNE 23, 2020

In today’s very special bonus episode, we’re joined by leaders from our Product and Support teams to hear about the new Conversational Support Funnel – why we built it, how we use it, and our vision for the future. Kaitlin Pettersen : Global Director of Customer Support. We’re joined by.

Start-ups 118

Start-ups Gaming Machine Learning Technology 118

Aquire

AUGUST 24, 2021

Live chat gives real-time support to customers, increasing the likelihood of conversion. Providing live customer support 24/7 makes sure you don’t miss out on any potential leads. In fact, these best practices helped skyrocket our lead generation significantly over the last few months.

Sales 52

Sales CRM Social Media Start-ups 52

Intercom, Inc.

DECEMBER 2, 2021

Over the years, we’ve covered a lot of ground on our podcasts. For the very first time, we’re releasing Engineer Chats , an internal podcast here at Intercom about all things engineering. Meena Polich , Intercom’s Senior Counsel supporting R&D. If you enjoy our discussion, check out more episodes of our podcast.

Engineering 178

Engineering Legal Start-ups Compliance 178

Intercom, Inc.

APRIL 15, 2021

We recently spoke with Francis to learn more about how you can supercharge your conversational support efforts with automation, the limitations around AI, and putting in the time with your customers. AI is only helpful when we have a specific problem in mind that could benefit from a bit more scale. Adjust expectations around AI.

AI 118

AI Start-ups B2B Predictive Analytics 118

Intercom, Inc.

JULY 9, 2020

In many ways it offers him a unique perspective which he shares with us here – from his early days exploring search as a means to supporting his gaming tournament websites to spearheading the growth of an increasingly important tech discipline. If you enjoy the conversation, check out more episodes of our podcast.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Intercom, Inc.

DECEMBER 20, 2018

Not to mention, he’s scaling seven of his own SaaS companies – including Mailshake , a cold email outreach tool for sales. He joined me for a chat about everything from how to deploy chatbots effectively to strategies for balancing automation and human connection. Chatbots shouldn’t pretend to be human. Short on time?

Sales 151

Sales Start-ups E-commerce Non-Profits 151

Intercom, Inc.

DECEMBER 16, 2021

Well, the quest for that answer led him to write The Cold Start Problem: Using Network Effects to Scale Your Product. This week, we had the pleasure to welcome Andrew Chen back again on the podcast to chat about his book and how the companies you know and love solved the “cold start problem” and scaled into millions and billions of users.

Start-ups 138

Start-ups Gaming B2B Social Media 138

Intercom, Inc.

SEPTEMBER 5, 2019

If you enjoy the conversation and don’t want to miss the rest of the series, you can subscribe on iTunes or Google Podcasts , stream on Spotify or Stitcher , or you can grab the RSS feed in your player of choice. Paul Adams: Welcome to the Intercom on Product podcast. Which got me thinking about this Superhuman-of-blogging approach.

Start-ups 138

Start-ups Engineering Sales Innovation 138

Intercom, Inc.

SEPTEMBER 18, 2019

If you’re already using live chat for sales and/or support , it makes sense to also use it for marketing to drive lead generation campaigns. For example, Intercom recently published a blog post and podcast titled Everything we’ve learned about scaling sales , in which we share our favorite expert advice on accelerating startup growth. .

Sales 36

Sales Start-ups Customer Retention Machine Learning 36

Intercom, Inc.

MAY 21, 2020

? ? In our quest to make the most of support automation, we’ve found three uses that really optimize its potential. Next is assisting: gathering information from a customer so a human support agent has everything they need by the time they’re stepping in to help. Short on time? Is faster better? Ryan: Sure thing, Kaitlin.

Start-ups 221

Start-ups Gaming Machine Learning Technology 221

Intercom, Inc.

APRIL 2, 2020

Some companies worked quickly to pivot and ensure that their workforce was well supported to work from home while others already had remote workers set up. At the heart of all this is a human crisis and that’s not forgotten by any of the companies we spoke with. Prashanth Chandrasekar , CEO at Stack Overflow.

E-commerce 260

E-commerce Retail Start-ups Education 260

Intercom, Inc.

OCTOBER 24, 2019

If you enjoy our conversation, check out more episodes of our podcast. So says Bailey Richardson, who has spent the second act of her career trying to repeatedly bottle up a bit of that magic so that groups of like-minded individuals can go from crowd to community. What follows is a lightly edited transcript of the episode.

Start-ups 116

Start-ups Engineering Sports Social Media 116