“There are two aspects to delivering great service. Firstly, you need a great process for communications (both internal and external) that defines how issues are resolved, who hears about them, and what happens after resolution. Secondly, you need a great, coherent style of conversation that consistently reminds customers that they are working with a great company.”

— How We Use Intercom to Support Intercom Customers — Jeff Gardner

A fascinating look into how the Intercom team uses their own product to support their customers. Everything stems from those two fundamentals – “a great process for communications and a coherent style of conversation”.