Inside Intercom

We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them. On this episode Elizabeth Dixon, author of The Power of Customer Experience: 5 Elements To Make An Impact, joins us to discuss. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on the podcast we've brought together experts in customer support and quality assurance to discuss how support quality impacts various aspects of their businesses. Join Martin Kõiva, Founder & CEO of Klaus, Macrina Sheridan, Director of Global Frontline Support at Aircall and Declan Ivory, VP of Customer Support, Intercom as they dig into key takeaways from this year’s 2022 Customer Service Quality Benchmark Report, and what it means for support teams across different industries. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on Inside Intercom, you’ll hear from Emmet Connolly, our VP of Design, as he explores what our principles mean to us and how they’ve helped us get where we are. You’ll also meet Karen Church, Intercom’s VP of Research & Data Science, and hear her take on our “deliver outcomes” principle – one of the foundational beliefs that drives the work of our R&D team here at Intercom. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom's Chief Marketing Officer Anna Griffin chats with HubSpot's CEO Yamini Rangan about customer engagement, the Flywheel approach, and how it helps organizations gain momentum by delivering a remarkable customer experience. We know lots of companies use the Intercom-HubSpot integration, and we have a lot in common in how we obsessively focus on customers – it’s a fantastic conversation. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The invention of the telephone revolutionized the way businesses interacted with their customers. With Intercom Switch, we want to take it even further. And so, to celebrate our new product, we thought we’d take you on a quick tour into the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music; from the dawn of call centers to personalized support at scale. Learn more about Switch here: https://www.intercom.com/switch See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this archive episode, Hana Abaza, Director of Global Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week we're joined by Oracle's GVP of Customer Success & Renewals Catherine Blackmore for a discussion on the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way. You'll find a transcript of the show here: https://www.intercom.com/blog/podcasts/oracles-catherine-blackmore-on-the-evolution-of-customer-success/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

A whistle-stop tour into the history of surveys - from the first mentions in the ancient worlds to the effortless, ubiquitous version we have today. Find out more about Intercom Surveys here See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The future of internet business is ongoing customer engagement. In this episode, we bring highlights from our first-ever global virtual launch event - New at Intercom, and reveal the game-changing products that will transform your business. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

There’s more to being a product evangelist than just advocating for a product. Amplitude Product Evangelist John Cutler believes focusing on the work culture and systems surrounding the R&D org is just as important and he joins us on todays episode to chat with Intercom Product Manager Mathew Cropper. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It’s been over a century since the female suffrage movement and the struggle for equal pay and better working conditions sparked the wave that would lead us here. Today, we celebrate women everywhere. In this special Inside Intercom episode, we invited people from all over the company to send us a voice note about an inspiring woman who broke the bias. And to celebrate International Women's Day, we wanted to share some of those messages with you. You might also enjoy our past episode that asks how do we feel about being called ‘women in tech’? You can listen to that episode here: https://www.intercom.com/blog/podcasts/women-in-tech/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

User onboarding is not a quick product tour or welcome email. It starts before the users sign up, and it doesn't quite end after they convert. So, what is it, and more importantly, how do you get it right? Growth marketing expert Ramli John joins us to discuss. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our recently published Customer Support Trends Report for 2022 a significant 64% of support leaders say their team have felt “burned out” in the past 12 months. Companies that focus on their wellbeing will be the ones to thrive. That's why this week on Inside Intercom we spoke to wellbeing coach Marilyn Suttle about wellbeing practices in and outside the workplace and how to restore good feelings after dealing with stressful situations. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.