Founder. Oscar is the founder of Supportman. He writes about the operational side of customer support: refund approvals, CSAT routing, QA scoring, and the workflows that keep Intercom and Slack teams out of spreadsheet hell.
Grok Bot's Intercom plugin is Intercom's own MCP server — it can search conversations, contacts, companies and Help Center articles, and write articles. Here's how to connect it, five jobs worth giving it, and the things it can't do.
Intercom's latest releases, filtered to the ones that change how work reaches your team, with the settings worth changing and numbers to start from.
What is a good CSAT score in Intercom? See practical CSAT benchmarks for support teams, human agents and AI support, plus how to improve yours.
All 25 Intercom releases from July 2026, dated and grouped by product area, with a note on which ones actually need you to change a setting.
Use a weekly operating loop (detect, investigate, decide, assign, and verify) to turn customer support metrics into measurable improvement.
Design a weekly report that shows volume, responsiveness, ratings, quality, context, and the one decision your support team should make next.
Weekly support reporting creates a short feedback loop without overreacting to individual tickets. Learn what to review and how to turn it into action.
Customer support teams track what goes wrong; wins get lost. Here's why every team needs a shared recognition channel in Slack.