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    • Featured in Latest Articles

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Response Time: Vol. 14

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      • Leonard Berry and the eternal pursuit of service excellence

      • Intercom on Product: Product strategy in the age of AI

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  • Customer Service
    • Featured in Customer Service

      CS roles in the age of AI

      A whole new world: The exciting new roles AI is creating in customer support

      Declan Ivory

      VP of Customer Support, Intercom

      Declan Ivory
    • Editors picks

      • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • Improving support quality while embracing AI: Strategies from Intercom and Klaus

      • The 4 big myths about AI in customer service

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  • AI & Automation
    • Featured in AI & Automation

      Intercom on Product Episode 21 – Des Traynor and Paul Adams

      Intercom on Product: Product strategy in the age of AI

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor
    • Editors picks

      • Privacy, security, accuracy: How AI chatbots are handling your deepest data concerns

      • Learn how AI can unlock productivity, according to AI founder Andrew Louder

      • AI-powered UI (aka “Return of the Chat”)

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • How do your customers feel about AI chatbots?

      • See all articles
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  • Customer Engagement
    • Featured in Customer Engagement

      Customer service expert Chip Bell on turning customers into co-creators

      The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      • Emojis mean business: The characters transforming business messaging

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

      • A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

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

      Product-Market Fit PMF Panel hero image

      Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      Nadine Mansour

      Staff Product Manager, Intercom

      Nadine Mansour
    • Editors picks

      • Intercom on Product: Product strategy in the age of AI

      • Shopify UX Director Elizabeth McGuane on why design should start with words

      • Unlocking customer value with data: How we developed the Customer Milestones Framework

      • AI-powered UI (aka “Return of the Chat”)

      • From science fiction to tech reality: Exploring the impact of AI

      • See all articles
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  • Engineering
    • Featured in Engineering

      Intercom for Enterprise availability

      Managing high availability at Intercom

      Oran O'Dowd

      Senior Director of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • How our infrastructure scales alongside our customers

      • Why Intercom is supporting the Embroider Initiative to update Ember

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

      • Intercom’s product principles: How technical conservatism helps us scale faster and better

      • Is it time to update your engineering processes?

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  • News & Updates
    • Featured in News & Updates

      Announcing ‘The State of AI in Customer Service: 2023 Report’

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • Everything you need to know about Fin, the breakthrough AI bot transforming customer service

      • AI trends that are giving support leaders a competitive advantage

      • Questions about our new AI chatbot, Fin? Here’s everything you need to know

      • Introducing Workflows – the mission control center for customer service automations

      • Announcing Intercom’s new AI features

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      AI & Automation 49 min watch

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

    • Leonard Berry and the eternal pursuit of service excellence

      Customer Service 25 min watch

      Leonard Berry and the eternal pursuit of service excellence

    • Intercom on Product Episode 21 – Des Traynor and Paul Adams

      AI & Automation 41 min watch

      Intercom on Product: Product strategy in the age of AI

    • See all podcasts
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  • About Intercom

Intercom’s Product Principles

This is Intercom's Product Principles, a content series where experts across Intercom's R&D team talk about the principles that guide their work everyday.

Intercom product principles (1)
Product & Design 5 min read

Introducing Intercom’s product principles: A series exploring the beliefs that shape what and how we build

Intercom is built on principles. Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale – we hope you find them as useful as we have.

Emmet Connolly

VP Product Design, Intercom

Emmet Connolly
Deliver outcomes (1)

Product & Design 6 min read

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

At Intercom, shipping is just the beginning. We strive to deliver outcomes as well as outputs to drive real results for our customers.

Karen Church

VP Research and Data Science, Intercom

Karen Church
product principles Following design fundamentals hero

Product & Design 7 min read

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

We focus on the problem and finding the right design to solve it. We try to default to existing design conventions, but if those don’t exist, or if they’re not good enough, we create something new that does solve the problem.

Charlotte Sferruzza

Product Designer

Charlotte Sferruzza
Start with the problem

Product & Design 5 min read

Intercom’s product principles: Build better solutions by keeping it simple

We often fall into the trap of assuming that the more complex a product, the more powerful it is. At Intercom, we steer away from complexity and keep things simple.

Martha Moniz

Manager, Engineering at Intercom

Martha Moniz
Connected modular systems 2x

Product & Design 6 min read

Intercom’s product principles: How connected, modular systems help us to focus on important decisions

Focusing on the system in the early stages, instead of skipping ahead to high-fidelity mockups, gets us talking about the important decisions faster.

Gustavs Cirulis

Principal Product Designer, Intercom

Gustavs Cirulis
Intercom Product Principles - Be Technically Conservative 2x

Engineering 7 min read

Intercom’s product principles: 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
Build In Small Steps

Engineering 6 min read

Intercom’s product principles: Building in small steps to deliver maximum customer value

Large changes are hard to understand, and harder to debug. At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps.

Aidan Lynch

Principal Product Engineer, Intercom

Aidan Lynch

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