Inside Intercom - The natural selection for our evolution

Hi there,

The past few weeks in Intercom have heralded some exciting changes – a brand new approach to customer support and a brand new era for our company with Karen Peacock, formerly our COO, stepping up as CEO to lead us in the future. Eoghan McCabe moved into his own new role as Chairman of the Board, after almost ten years advancing us from startup to scale up.

Karen’s post to customers outlines her plans for how this future will look. She shares what we'll be working on to evolve our company and our industry.

Over on Scale, we also heard from our Global Director of Customer Support Kaitlin Pettersen about another important evolution and why we are committed to our Conversational Support Funnel framework. This marks a new era — not just for ourselves but also for our customers and as we see it for the industry as a whole.

Continuing the trend of change and evolution over on our podcast, we heard from G2’s VP of SEO and Content Kevin Indig about the progression of SEO as a distinct discipline and what the future might hold for it.

Enjoy,

Dee

What we've been writing

Karen Peacock

A message to our customers

A note from our newly minted CEO as she steps up to lead Intercom in its next era. Karen remains committed to building products you and your customers love. Here she shares what we’ve done recently and what’s coming soon.

Kevin Indig on searching for meaning and the meaning of search

alexa Collins

Kevin Indig on searching for meaning and the meaning of search

The Inside Intercom podcast hears from G2's VP of SEO and Content about the evolution of SEO as a distinct discipline, the changes he's seen along the way and what the future holds.

The ed of "good enough" and the rise of Conversational Support

Kaitlin Pettersen

The end of “good enough” – and the rise of conversational support

Support has changed in innumerable ways, from the emergence of call centers (yes, phones were novel once) to the shift to social media. But one thing has not: what customers want. Today’s customers won’t settle for a “good enough” support experience. That’s why we’re investing in a more personal and more efficient approach – with conversational support.

What we've been reading

A plan to redesign the internet could make apps that no one controls →

“Dfinity wants to allow the creation of apps that can run on the network itself rather than on servers owned by Facebook, Google or Amazon. Can it succeed where others have failed?”

What's wrong with WhatsApp →

“As social media has become more inhospitable, the appeal of private online groups has grown. But they hold their own dangers – to those both inside and out.” This long-read from The Guardian looks at the growing importance of messaging over social media.