Intercom Streamlines Product Documentation Process with Automation

Intercom, a customer messaging platform, had a robust product documentation process managed by their Product Education team. However, the process of updating and maintaining the knowledge base was becoming increasingly cumbersome. The support team would identify articles that needed updates and make a request in a Slack channel. This request would then be reviewed and added to the Product Education team's Trello board. Following this, a team member would liaise with the requester for further clarification and details. As Intercom's product portfolio expanded, this process became too labor-intensive and time-consuming, prompting the need for automation.

Intercom is a customer messaging platform that offers a range of services from live chat to help centers. The company has a dedicated Product Education team that manages the product documentation. This team collaborates with the support team to identify articles that need updating. As the product portfolio grew, the process of updating the knowledge base became increasingly labor-intensive, prompting the need for a more efficient process. Zara Burke, who manages Intercom's product documentation, led the initiative to automate the process using Zapier.