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      In-context support guide announcement

      Announcing our new guide ‘Supercharge Your Support: How In-context Support Can Boost Your Bottom Line’

      Zara Burke

      Lead Editor, Intercom

      Zara Burke
    • Editors picks

      • Intercom included on the Forbes Cloud 100 for sixth consecutive year

      • UserTesting’s Janelle Estes on using human insight to create memorable experiences

      • Intercom’s product principles: Shaping the solution to maximize customer value

      • Valuable insights at the right time: Determining the ideal level of design fidelity for user testing

      • Customer retention strategies: 5 best practices & 6 strategies for low churn

      • See all articles
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  • Support
    • Featured in Support

      In-context support guide announcement

      Announcing our new guide ‘Supercharge Your Support: How In-context Support Can Boost Your Bottom Line’

      Zara Burke

      Lead Editor, Intercom

      Zara Burke
    • Editors picks

      • 4 ways your support team can boost efficiency and do more with less

      • Announcing Intercom’s new Inbox: The fastest and most powerful inbox designed for scale

      • Automated customer service: How to support your customers more efficiently and effectively

      • How to ask your customers great questions and gather actionable feedback – 3 key takeaways

      • 2022 Customer Service Quality Benchmark Report: A roundtable on support strategies for the year ahead

      • See all articles
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  • Marketing
    • Featured in Marketing

      HBR Customer Engagement Report 2022 – Hero

      Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      Zara Burke

      Lead Editor, Intercom

      Zara Burke
    • Editors picks

      • Customer retention strategies: 5 best practices & 6 strategies for low churn

      • How to use in-app messaging to retain your best customers

      • G2’s CMO Amanda Malko on the latest trends in software buying

      • What is first-party data?

      • How to ask your customers great questions and gather actionable feedback – 3 key takeaways

      • See all articles
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  • Sales
    • Featured in Sales

      Live chat for sales

      From first touch to qualified lead: How to use live chat for sales

      Anna Murphy

      Editor, Intercom

      Anna Murphy
    • Editors picks

      • Live chat examples and best practices for 2022

      • 4 ways to accelerate sales using the Intercom integration with HubSpot

      • Webflow’s Maggie Hott on building a scalable sales team from the ground up

      • How to use Intercom to generate more leads and close bigger deals – faster

      • Sales technology: 3 trends you need to know

      • See all articles
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  • Scale by Intercom
    • Featured in Scale by Intercom

      HBR Customer Engagement Report 2022 – Hero

      Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      Zara Burke

      Lead Editor, Intercom

      Zara Burke
    • Editors picks

      • Andrew Chen on how tech’s giants drive growth with network effects

      • Why customer engagement is the key to business growth in 2022 and beyond

      • Make the most of every customer interaction with the Engagement OS

      • Customer Support: Bridge the expectation gap in 2022

      • Drata’s CEO Adam Markowitz on creating a culture of cyber security

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      Solving for complex onboarding

      Solving for complex onboarding: Paving a path to value for your customers

      Tanner Elvidge

      Senior Product Manager, Intercom

      Tanner Elvidge
    • Editors picks

      • Built for you: Improved Surveys, enriched push notifications, Australian data hosting, and more

      • Intercom on Product: Facing the tech slowdown

      • Built for you: New channels of communication, improved reporting, and much more

      • Intercom’s product principles: Following design fundamentals to leave space for innovation

      • Intercom’s product principles: How we focus on delivering outcomes

      • See all articles
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  • Engineering
    • Featured in Engineering

      Intercom Product Principles - Be Technically Conservative 2x

      How technical conservatism helps us scale faster and better

      Waheed El Miladi

      Staff Product Engineer, Intercom

      Waheed El Miladi
    • Editors picks

      • How our infrastructure scales alongside our customers

      • Managing high availability at Intercom

      • Is it time to update your engineering processes?

      • Engineering at Intercom: Highlights from my first two years

      • Infrastructure at speed: 5 lessons learned from building Intercom in Europe

      • See all articles
    • Watch and listen

      • Listen to our podcasts

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  • News & Updates
    • Featured in News & Updates

      In-context support guide announcement

      Announcing our new guide ‘Supercharge Your Support: How In-context Support Can Boost Your Bottom Line’

      Zara Burke

      Lead Editor, Intercom

      Zara Burke
    • Editors picks

      • Building a company to be proud of: Intercom recognized as one of the best places to work

      • Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      • Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more

      • Announcing Intercom’s new Inbox: The fastest and most powerful inbox designed for scale

      • Built for you: Improved Surveys, enriched push notifications, Australian data hosting, and more

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Support 30 min listen

      UserTesting’s Janelle Estes on using human insight to create memorable experiences

    • Product & Design 18 min listen

      Let’s talk principles: From technical conservatism to connected, modular systems

    • Sales 26 min listen

      Intercom’s Sanj Bhayro on creating the right foundation to help businesses scale

    • See all podcasts
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  • About Intercom

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Intercom Product Principles - Be Technically Conservative 2x
Engineering 7 min read

How technical conservatism helps us scale faster and better

At Intercom, we’re focused on the future, and we’re taking bold steps to get there. But when we make technical decisions, we like to be conservative.

Waheed El Miladi

Staff Product Engineer, Intercom

Waheed El Miladi

Latest

Engineering 7 min read

Ensuring Intercom’s interoperability for enterprise customers

Engineering 4 min read

Best practices for securing your Intercom workspace

Engineering 9 min read

Building a resilient system: Our journey to observability at Intercom

News & Updates 3 min read

Calling future software engineers: Learn about UL’s equity, diversity and inclusion scholarship, funded by Intercom

Intercom for Enterprise - Infrastructure & Scale

Engineering 5 min read

How our infrastructure scales alongside our customers

We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. That means ensuring reliability by default, and the ability to accommodate massive scale as we grow.  

Oran O'Dowd

Senior Director of Engineering, Intercom

Oran O'Dowd
Intercom for Enterprise availability

Engineering 5 min read

Managing high availability at Intercom

Without rock solid availability, nothing else matters. That’s why we have been continually investing in our people, systems, and processes to maintain Intercom’s high standards of availability.

Oran O'Dowd

Senior Director of Engineering, Intercom

Oran O'Dowd

Industry insights you won’t delete. Delivered to your inbox weekly.

Engineering 5 min read

Is it time to update your engineering processes?

Well thought-out engineering processes are an asset to any company – but if they aren’t being updated regularly, these processes can start to slow you down.

Kuba Niechciał

Director, Engineering, Intercom

Kuba Niechciał

Engineering 8 min read

Engineering at Intercom: Highlights from my first two years

As an Intercom engineer, you’re given all the support you need to make a real impact, fast. Here, we explore what makes engineering at Intercom different.

Ketan Bhatt

Product Engineer

Ketan Bhatt
Careers - Intercom + You (
Intercom European data hosting

Engineering 7 min read

Infrastructure at speed: 5 lessons learned from building Intercom in Europe

In December, we announced European data hosting, the result of one of Intercom’s biggest ever infrastructure projects. We’re continuing to expand Intercom globally, and these five lessons we learned while building out the infrastructure will be invaluable.

Brian Scanlan

Principal Systems Engineer, Intercom

Brian Scanlan

Podcasts & Videos

Engineering 19 minute listen

How do we feel about being called ‘women in tech’?

Engineering 38 minute listen

Calm’s Will Larson on how to build a technical leadership career

Engineering 1 minute watch

The importance of process: How we scale sustainable engineering processes at Intercom

Engineering 19 minute watch

Alignment on great product teams

Featured authors

Darragh Curran

CTO, Intercom

See all articles

Rich Archbold

VP of Business Systems, Intercom

See all articles

Serena Fritsch

Product Engineer, Intercom

See all articles

David Lynch

Director, Engineering

See all articles
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