Intercom, a conversational relationship platform (CRP), launched its Conversational Support Funnel, a framework that aims to help customer service teams conduct better outbound conversations that ...

Intercom, a customer communications platform, launched two new tools — Surveys and Switch — that focus on delivering better customer service. In addition, the company released a next-generation ...

Other benefits include scaling support without growing head count and reduced cost to serve, according to an Intercom survey.

Todd Pruzan, HBR: Welcome to the HBR Video Quick Take. I’m Todd Pruzan, Senior Editor for Research and Special Projects at Harvard Business Review. For customer service operations today, artificial ...