Intercom, Inc.

MARCH 24, 2022

We’ve been working tirelessly to find new ways to support customers and help them drive growth, and yesterday, during New at Intercom , our first global virtual launch event, we unveiled some of the features we believe will transform the way businesses engage with their customers.

Innovation 221

Innovation Technology Technology 221

ECXO

MARCH 10, 2024

Here’s to celebrating their personalities, inclusion, diversity, and special skills, while hoping for a future of 100% equality! The European Customer Experience Organization have monthly practical activities, with C suite, top leaders, practioners, innovators, designers, thought leaders and enterpreneurs.

Innovation 124

Innovation CX Customer Experience 124

Intercom

MARCH 14, 2023

But the recent announcement of GPT-4 has changed things – this model is designed to reduce hallucinations. When we started experimenting with building a GPT-powered chatbot, we had a number of design goals in mind. Our new AI chatbot works “out of the box”, instantly reducing your support volume and resolution times.

AI 126

AI Machine Learning Technology Technology 126

Intercom, Inc.

FEBRUARY 2, 2022

Without even realizing it, we begin to work with blinders on. Without even realizing it, we begin to work with blinders on. We can overlook important perspectives outside of the project, reinvent the wheel, and duplicate work. At Intercom, we believe in the power of sharing cross-functionally.

Social Media 220

Social Media Finance Sales 220

Intercom, Inc.

JUNE 17, 2021

It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. To understand a bit more about how we’re approaching these changes at Intercom, we’ve gathered some of the folks that have been working tirelessly to make sure everyone has a good experience coming back to the office.

Start-ups 207

Start-ups Construction Gaming Engineering 207

Intercom, Inc.

MAY 25, 2022

This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We’re serious about delivering the best customer experience with our Engagement OS. We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. .

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. Kyle Benson , Brand Design Lead.

Start-ups 222

Start-ups B2B Customer Service 222

Intercom, Inc.

JANUARY 17, 2023

Designing a product is a balancing act. . At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs. This balance between opinionated design and flexibility is crucial for creating products that are both functional and appealing to users. .

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Intercom, Inc.

DECEMBER 6, 2022

This means designing and framing workflows that help end users choose the channel that’s most convenient for them at any time, feel totally comfortable in the channel they’re using, and ensure an unbroken flow of communication should they choose to switch channel. “ Leverage automation and future tech. A simple example?

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

Beyond Philosophy

MAY 25, 2022

As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. Goodmanson explains the future of contact centers and why now is an excellent time to be in the contact center game.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Uniphore

DECEMBER 27, 2021

The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. “Remote work is here to stay,” states Sathiaraj. ” With more employees working remotely, IT help desk volumes have soared. .”

Manufacturing 211

Manufacturing AI Engineering Technology 211

Intercom

JUNE 8, 2022

In our personal lives, we’ve gotten used to incredible tools – yet, at work we’re often let down. We believe that in the future, the experience of the tools we use at work will be indistinguishable from our personal life. The current generation of customer support solutions is simply not designed for this scale. “The

Start-ups 114

Start-ups Customer Expectations 114

Intercom, Inc.

JULY 23, 2019

One team heavily believes in Big Design Up Front , another follows Lean start-up , a third tries to instil PRINCE-2 , and before you know it your process is a patchwork quilt of all sorts of conflicting ways to build software. Product design principles. Our designs reflect that we’re connecting real people, not entries in a database.

Engineering 221

Engineering Start-ups Technology Technology 221

Intercom, Inc.

MAY 20, 2021

Here’s an overview of the conversations I’ve chosen, along with a link to the original full episodes: Tech philosopher Alex Wolf on designing harmonious technology. In it, they discuss a launch which was the culmination of of a huge amount of work from Fergal, his team and many, many people across the company.

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. Growth-minded business leaders and practitioners across the community have been recognizing our work. showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses.

Business Growth 115

Business Growth Innovation AI Start-ups 115

TeamSupport

NOVEMBER 15, 2023

Roughly 40% of your staff should be assigned to work on 5 to 25 cases of medium complexity per day. Self-help and automation support tools require the creation of new content, system design, and administration, as well as various levels of community moderation support. These new roles may require 5% to 15% of total support staff.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Intercom, Inc.

NOVEMBER 17, 2021

Every tech company wants to be more “data-driven”, to ensure their decisions are shaped by a robust customer understanding – a picture of their customers’ past, present, and future needs that can inform long-term company strategy. At Intercom, research, analytics, and data science informs everything we do. For that, we rely on user research.

Start-ups 156

Start-ups Sales Customer Service 156

Intercom, Inc.

JANUARY 24, 2023

It’s the catalyst for getting teams moving with speed towards a compelling and coherent future state. Our visual design needed modernization. Time to get to work! At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. An inevitable slide into decline sounds ominous.

Start-ups 118

Start-ups ML Sales 118

Intercom, Inc.

DECEMBER 21, 2021

Nothing stays the same, after all, and it’s how you react when everything changes that defines your future trajectory. We continued to adjust to working from home , and our company culture evolved accordingly. And yet, here at Intercom, we have been determined to make the most of these difficult times. Zara Burke , Lead Editor.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Uniphore

JUNE 10, 2021

Make Legacy Tech Work Smarter. In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required.

Contact Center 246

Contact Center Outlook Gaming Education 246

Intercom, Inc.

MAY 20, 2019

Picture this: You’re a product designer with a handful of years on your career path. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. You look to the future and ask yourself, where do I want to be this time next year?

Engineering 223

Engineering Innovation AI 223

Intercom, Inc.

SEPTEMBER 23, 2020

Series is a visual campaign builder with a very flexible and interactive design – you can easily build out sophisticated customer journeys using the intuitive drag-and-drop interface, making your customer engagement campaigns much more powerful and effective. Exploring the future of orchestration. Our first customer messaging solution.

Start-ups 232

Start-ups Engineering Customer Feedback 232

Intercom, Inc.

NOVEMBER 2, 2021

That’s likely because there isn’t just one cause – the pandemic has pushed underlying issues to the surface, triggering a widespread re-evaluation of what’s important in our work lives. One thing that will always be on that list, however, is good management. It’s not me, it’s you. To any rational person, this makes no sense.

Engineering 291

Engineering Construction Sports 291

Lumoa

JANUARY 3, 2023

But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! So grab a pen (or electronic notepad) and let’s dive into the world of survey design! . Survey Design Best Practices.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Customer Service Life

DECEMBER 20, 2023

I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. This is why it’s so important to work tirelessly to find ways to say yes to customers. Feature Requests – When customers want our product to do something it wasn’t designed to do.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Intercom, Inc.

JUNE 23, 2020

Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. Future facing businesses are investing in much better customer experiences, moving beyond traditional support tools that are built around deflection as the solution to scale.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Intercom, Inc.

JUNE 15, 2022

Software engineering will play a crucial role in the future of business, society, and even our planet. To ensure that future is as bright as possible, we need diverse teams of software engineers working on the world’s most pressing problems. . Innovative course design. Investing in education. Practical experience.

Engineering 104

Engineering Education Innovation Technology 104

Lumoa

MARCH 21, 2023

Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. My chapter is focused on designing for moments worth experiencing from a macro level. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Kerry Bodine

JUNE 1, 2020

This post celebrates Service Design Day and everyone who’s working to create our new normal. All along the bridge, as locals hurry from one side to the other, tourists and amateur art appreciators stop and stoop to admire his many works. My first thought was concern: Is this man alright? Is he sick? Does he need help?

Touchpoint 146

Touchpoint CX 146

Zendesk

APRIL 13, 2023

Designing the best customer experiences and providing customer service is a day-in and day-out job. Building relationships, practicing patience, righting a wrong, and figuring out how to streamline operations all represent the hard work that our customers do again and again with their customers.

AI 98

AI CX Customer Service Customer Experience 98

Intercom, Inc.

JULY 15, 2022

As we’ve scaled and as our customer base has expanded around the world, we have focused on ensuring our product and website are designed to support more and more languages. Through this work, we believe we’ve created the best translations of our site possible – reflecting our values and product with warmth and personality.

118

118

Execs In The Know

FEBRUARY 7, 2024

” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. Cobots are AI that are capable of operating in human environments and using tools designed for humans. Growing up in the ’80s, I was obsessed with the television show “Knight Rider.”

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

Intercom, Inc.

SEPTEMBER 15, 2021

In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. The book aims to help companies apply category design to open new markets and create new demand. and the Making of IBM , and The Two-Second Advantage. Playing bigger.

Sports 205

Sports Start-ups CXM Innovation 205

Intercom, Inc.

MARCH 6, 2018

One of the first things that struck me when I started working at Intercom was the culture of transparency and how every team is constantly striving for improvement. That’s why you’ll find us actively seeking feedback on our work every day. What worked for us three months ago might not work for us now or in the future.

Start-ups 213

Start-ups Engineering 213

ECXO

MAY 14, 2024

H2H interactions build trust, as businesses are seen as more than just entities but as communities of people working towards shared goals. Gone are the days when businesses primarily categorized their operations as Business-to-Business (B2B) or Business-to-Consumer (B2C).

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Intercom, Inc.

MARCH 25, 2019

Of course, when you’re working in a startup or high-growth SaaS company, the focus is often on maximizing active users and increasing revenue. When you’re trying to validate an idea, work out product-market fit or find the right business model, you’re going to make a bunch of mistakes. Dealing with reality. Consider the peak-end rule.

Construction 183

Construction Sales Customer Feedback Customer Experience 183