Intercom, Inc.

SEPTEMBER 22, 2022

At Intercom, our mission has always been to make internet business personal – and we think the key to creating those personal connections between businesses and customers is to facilitate conversational experiences. The customer value that solutions such as Intercom can provide to B2B Marketers. What is Forrester New Wave?

Machine Learning 104

Machine Learning B2B Engineering Technology 104

Intercom, Inc.

JANUARY 12, 2021

This post is an adaptation of a talk I recently gave at the Amazon Web Services (AWS) community day event in Dublin about the technical strategies I’ve experienced that don’t work and the ones that have helped us to grow and scale at Intercom. At Intercom, we’ve found success running Lambda as glue code between AWS services.

Engineering 269

Engineering ML Technology Technology 269

Intercom, Inc.

NOVEMBER 10, 2021

We’ve partnered with WhatsApp to provide a simple, hassle-free integration within Intercom – the easiest way to add WhatsApp to your company’s support experience. Customers can even start a chat on the Intercom Messenger , then scan a QR code to continue the conversation on WhatsApp. Reply directly from the Intercom Inbox.

Omnichannel 145

Omnichannel Start-ups Customer Satisfaction Customer Experience 145

Intercom

FEBRUARY 27, 2024

Today we are delighted to announce an exciting set of new capabilities, metrics, and improvements to the reporting features in Intercom. Improved comparative analysis: The new features vastly enhance the ability to compare metrics over different time periods or against set benchmarks.

AI 52

AI Actionable Insights Customer Service Customer Experience 52

Intercom, Inc.

AUGUST 26, 2021

This month marks the 10th anniversary of Intercom. Intercom was born out of a desire to make internet business personal. I’m Liam Geraghty, and welcome to Inside Intercom. This month marks the 10th anniversary of Intercom. Karen Peacock: So Intercom is and will be the modern customer communication platform.

Start-ups 223

Start-ups Finance Customer Feedback Customer Expectations 223

Intercom, Inc.

OCTOBER 12, 2022

At Intercom, we understand that the best way to engage your customers is by delivering the right message, to the right person, at the right time. The latest version of Intercom’s Messenger takes your business messaging beyond support, offering your customers meaningful, in-context opportunities to engage with your brand.

Omnichannel 104

Omnichannel Start-ups Education Customer Experience 104

Intercom, Inc.

FEBRUARY 18, 2020

Last fall, I gave a talk at the JSDayIE conference in Dublin about how Intercom and Ember have evolved together over the past six years. We’ve been using it for about six years in Intercom – and I joined Intercom six years ago. Intercom has changed massively too. Ember was released eight years ago.

Engineering 221

Engineering Construction Start-ups Gaming 221

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Back then, our very first episode was hosted by Intercom co-founder Des Traynor. Des Traynor: Hi, this is Des from Intercom.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Intercom, Inc.

FEBRUARY 4, 2020

Today we’re delighted to launch our brand new API version 2.0 , which makes it easier for our customers to pull, analyze, and update Intercom contact and conversation data. We’ve seen this ourselves at Intercom – as we deal with more and more data, search becomes an increasingly fundamental problem. Discoverable: Easy to perceive.

Construction 231

Construction Retail Technology Technology 231

Intercom, Inc.

MAY 6, 2020

Compare your CSAT and IQS trends. Moreover, if you compare the graphs of those two quality KPIs, you’ll immediately notice when something goes haywire. How to track CSAT and IQS on Intercom. To start tracking CSAT and IQS on Intercom: Set up the conversation rating Task Bot.

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Scorecard Customer Satisfaction Start-ups Customer Feedback 231

Intercom, Inc.

AUGUST 25, 2021

We’re always adding more and more improvements to Intercom. This means that Intercom is getting more powerful and better for your customers – and your business – every day. All of this feedback helps us fine-tune Intercom in ways that will make the most impact for you and your customers. Want to see these features in action?

AI 129

AI Start-ups Sales Technology 129

Intercom, Inc.

APRIL 28, 2021

At Intercom, we use a strong set of foundational principles to guide and align our organization in times of rapid growth. At Intercom, shipping is our heartbeat. For example, at Intercom, we primarily focus on return for effort; the estimated savings we will make per engineering hour required to execute the work.

Engineering 211

Engineering Government Invoicing Finance 211

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Thomas Creighton de Farias: Thank you for joining us today on this special episode of Inside Intercom. Rati Zvirawa: Hi, I’m Rati, product manager at Intercom.

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211

Intercom, Inc.

JUNE 28, 2021

At Intercom, we’re proud of our thriving, inclusive employee group for LGBTI+ employees and allies, aptly named InterProud. Each June, Pride is a time for learning, reflection, and celebration within Intercom. Here are some of the ways we at Intercom have worked to support each other and become better allies over the past year.

Education 223

Education 223

Intercom, Inc.

SEPTEMBER 6, 2022

At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps. This commitment to shipping small iterations quickly ties into another Intercom principle: ship to learn. Applying the “build in small steps” principle to Intercom’s Salesforce integration. Managing complexity. Find out more.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom, Inc.

JUNE 9, 2022

Welcome to Inside Intercom. Every so often, we love to take a look at Intercom’s product principles with the brand editor, Niamh O’Connor. I was able to deliver value to our customers only a few weeks after joining Intercom, which boosted my confidence from the outset. Going back to fundamentals. Hey, Niamh.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Intercom, Inc.

DECEMBER 31, 2019

If there was a time when people felt talking on the telephone was impersonal compared to talking in person, and a time when sending messages felt impersonal compared to talking on the phone, those figures alone suggest those reservations have well and truly been left behind.

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

Intercom, Inc.

MAY 12, 2021

To enable teams to surface the right insights to power personalized support and engagement and be set up for success, we’ve launched a suite of new features to enhance messaging, reporting, analysis, and support automation within Intercom – all based on meaningful insights from you, our own customers. Test your Series against a control group.

Gaming 118

Gaming Machine Learning Start-ups Engineering 118

Intercom, Inc.

MAY 4, 2021

Online retailer Rugs.com uses Intercom to power their customer communication across sales and support, driving increased engagement and higher checkout conversions using a conversational, messenger-based approach. The Rugs.com team uses Outbound Messages and Banners in Intercom to proactively communicate with and support their customers.

E-commerce 118

E-commerce Sales Start-ups Engineering 118

Intercom, Inc.

DECEMBER 16, 2019

A survey from ITSMA and ABM Leadership Alliance found that 45% of marketers report seeing at least double the ROI compared to traditional marketing. In a study from consulting firm TOPO , marketers reported that ABM improves upsell and cross-sell (81%), lifetime value (80%), and retention rate (75%), as compared to traditional tactics.

B2B 189

B2B Sales CRM Touchpoint 189

Intercom, Inc.

DECEMBER 14, 2022

Des Traynor, Intercom’s co-founder and Chief Strategy Officer here at Intercom, sums it up in this way: “Consumers have higher expectations for businesses to be transparent, to be present and to be available to connect with. Carefully consider how you ask your customers to share their data with you when supporting them.

Customer Expectations 129

Customer Expectations Customer Experience Customer Service 129

Intercom, Inc.

SEPTEMBER 9, 2022

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down with Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years. Des Traynor: Welcome to Intercom On Product, episode 18.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

MARCH 28, 2018

At Intercom, we have learned that investing in real-time support, with response times under 5 minutes, can actually turn customer support into a revenue driver. At Intercom, we look at support through the lens of our customers and their expectations. The problem with this train of thought: you’re missing out on revenue.

NPS 213

NPS Start-ups Customer Expectations Sales 213

Intercom, Inc.

SEPTEMBER 23, 2020

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. After many deliberations, we decided to go back to square one and think about the future of orchestration in Intercom and what it could look like instead. We knew something had to be done. Exploring the future of orchestration.

Start-ups 232

Start-ups Engineering Customer Feedback 232

Intercom, Inc.

DECEMBER 12, 2018

When preparing for any technology implementation, if you’re anything like me your first step is to head straight to Google or G2 Crowd , compare feature sets and pricing, and maybe kick the tires with a free trial to see if it’s a good fit. This works as well for a B2B company like Intercom as it does for any B2C company.

Technology 223

Technology Technology B2C B2B 223

Intercom

DECEMBER 5, 2023

Because it’s something that sets my behavior apart from other listeners, and it’s fun to compare and contrast with other Spotify users. This blog post is repurposed from an Intercom newsletter introduction. I was labeled an alchemist because I make lots of different kinds of playlists. Why did it choose this particular fact?

AI 97

AI Customer Service Customer Experience 97

Intercom, Inc.

SEPTEMBER 25, 2018

At Intercom, we want to make it easy for our customers to see the value of building real relationships with leads and customers. That’s why we recently released our new revenue and sales team performance reports , which gives marketing and sales teams instant visibility into how using Intercom has a positive impact on their business.

Sales 91

Sales Actionable Insights Business Growth 91

Intercom, Inc.

APRIL 20, 2018

I came to Intercom from a company with a culture of heavyweight engineering processes. When I started at Intercom, however, I was surprised at how lightweight the weekly engineering processes felt compared to my previous company. At Intercom, we have a very strong culture of solving the right problems. No estimations.

Engineering 212

Engineering Innovation 212

Intercom, Inc.

SEPTEMBER 22, 2022

Elasticsearch is an indispensable part of Intercom. It underpins core Intercom features like Inbox , Inbox Views, API, Articles , the user list, reporting, Resolution Bot , and our internal logging systems. Intercom has no requirement for co-locating data for multiple customers, so we chose to partition based on customers’ unique IDs.

Engineering 129

Engineering Start-ups 129

Intercom, Inc.

SEPTEMBER 24, 2019

We believe that thinking deeply about how designers can have maximum impact is the difference between a good product designer and a world class one, and it’s something that we’ve been talking about a bunch lately in Intercom. Output: A new feature in Intercom. Example 2: The designer wrote a blog post on design culture at Intercom.

Start-ups 222

Start-ups Engineering Sales Innovation 222

Intercom

APRIL 11, 2024

Intercom continues to lead the way in building the future of support with our AI-first Customer Service platform. Today is our next major release of three core components that make up the Intercom AI customer service platform, which we’ll tell you a little bit about later. We hope you’ll enjoy.

AI 52

AI Start-ups Customer Service Innovation 52

Intercom, Inc.

MARCH 28, 2022

They predict that by 2023, 75% of organizations will have comprehensive DX implementation roadmaps, compared to only 27% in 2020. After all, as Intercom’s co-founder and Chief Strategy Officer Des Traynor says, almost any product or service can be replicated by a competitor. See how Intercom can help. So how do you stand out?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

MAY 14, 2018

But there’s an overwhelming amount of literature out there on the “Hottest Marketing Trend You Can’t Ignore” At Intercom, we pore over benchmarks and studies to try to keep our fingers on the pulse. times as likely to receive a response (Intercom). Improve your video marketing: How we scaled product demos at Intercom.

Social Media 223

Social Media Entertainment Engineering Artificial Intelligence 223

Intercom, Inc.

MARCH 14, 2018

Prior to joining Intercom as a Product Manager, I had never run a structured beta. I’ve run a lot of successful betas now but I learned my craft through tribal Intercom knowledge, built up by other Product Managers over the years. To address that deficit, I’ve put together a guide on how we run betas here at Intercom.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

Intercom

NOVEMBER 30, 2021

A recent Forrester Consulting study commissioned by Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed that 54% of teams can’t personalize support with their tech stack and 50% waste time jumping between tools. . Obviously we’re a little biased ?? and “Where are the stumbling blocks?”

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Intercom, Inc.

JUNE 11, 2019

Download Intercom on Onboarding. Compared to all other forms of messaging, in-app messages are more likely to be read, clicked on and responded to. It’s during the onboarding period when new users will decide if you can follow through on the promises you made of saved time or increased revenue.

Gaming 203

Gaming Start-ups Social Media Sales 203

Intercom, Inc.

APRIL 7, 2020

“Support teams who use proactive messaging report that inbound volume has risen by just 38%, compared to an increase of 72% reported by teams who don’t”. For these teams, inbound volume has risen by just 38%, compared to an increase of 72% reported by teams who are not using proactive messaging. A note about methodology.

B2C 217

B2C B2B Education Healthcare 217