As a type A perfectionist, there are few things that give me more satisfaction than a good old spring clean. Come change of seasons, I’m always overcome with the urge to clear out drawers, declutter cupboards, and rearrange shelves. Doing it is a bit of a slog, of course, but that feeling you get after…
As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien, Robb details how implementing Fin AI Agent created a scalable support system that…
The phone book was a groundbreaking innovation. For the first time, you could actually look up the person you were seeking to reach. At about the same time, the department store arrived. You could actually have a shot at finding what you were hoping to buy. TV Guide was, at one time, the most valuable…
Generally, companies don’t like to give promotions. They are expensive and risky. The company has to spend extra money to put a known entity into an unknown situation. There is a risk of failure that didn’t exist before. This is a sweeping generalisation, but it’s a useful one. You probably deserve a promotion, but on…
In February 2017, when Remi and his girlfriend Alondra were visiting Tokyo, the last thing they were thinking about was starting a business together. But a chance discovery in a Tokyo stationery store changed everything for the couple. “We stumbled upon a shelf full of stickers made by B-Side Label,” Remi explained. “The stickers were…
A few months ago, we launched an overhaul of Intercom’s database architecture with Vitess and PlanetScale. Already, we’re seeing transformative results: zero-downtime maintenance, 90%+ performance improvement for our most demanding queries, and a more resilient infrastructure that scales in days, not months. In our previous post, we shared how we’re overhauling Intercom’s database architecture to…
Freelancer as centaur | Seth’s Blog Freelancers looking to build a career have two good options: Be so good at doing the work by hand that you’re a better alternative for a client than using AI. This is going to get more and more difficult. Be so good at having AI work for you that…
Over the past year, we interviewed top SaaS founders and marketing executives on the Ahrefs Podcast. We asked them about strategies that helped them scale. From Crypto.com to Airwallex, Paddle, and Surfer, these battle-tested methods have fueled growth in competitive markets with limited resources. In this article, we share their best insights so you can apply…
Social media marketing is using social media platforms — like Instagram, LinkedIn, Facebook, X, etc. — to promote your business and build a community. It also includes paid social media marketing, like running ads and influencer marketing. But what’s the difference between a social media calendar and a social media marketing strategy? A content calendar…
Generative AI has transformed customer service, with AI agents leveraging large language models (LLMs) to understand and resolve customer queries. While this significant change has brought with it multiple benefits for support teams and customers, it has also come with new data security and privacy risks. In the age of AI, handling customer data correctly…