Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

APRIL 29, 2020

I shared how we’re navigating these big changes, from the immediate impacts on customers, to the implications for our marketing and product plans, and, finally, to our customer communications strategy. For businesses in similar positions, leveraging product education can be a powerful way to help customers through this time.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

ProductPlan

MARCH 17, 2020

increase free-trial downloads by 50% in the next six months), and initiatives (e.g., Try these inbound/outbound efforts exercise by dividing your PM activities into either an “inbound effort” or “outbound effort” bucket. Common inbound effort activities include: Setting the vision. Positioning. Customer interviews.

Outbound 74

Outbound Product Management Product Manager Inbound 74