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      What is First-Party Data?

      What is first-party data?

      Lauren Cassidy

      Editor, Intercom

      Lauren Cassidy
    • Editors picks

      • Mass market, nano media: The future of marketing is engagement

      • 14 tips to help you run a successful product design workshop

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

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

      • Marketing chatbots: The marketer that’s always on

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  • Support
    • Featured in Support

      Customer Service Chatbots

      How customer service chatbots are redefining customer engagement

      Declan Ivory

      VP of Customer Support, Intercom

      Declan Ivory
    • Editors picks

      • 5 quick ways to improve your e-commerce customer experience

      • Raising the bar: Revealing the 3 customer service trends to act on in 2022

      • Creating excellent customer experiences with the right e-commerce tech stack

      • Chat with us: Training chatbots to have conversations with customers

      • Live chat examples and best practices for 2022

      • See all articles
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  • Marketing
    • Featured in Marketing

      What is First-Party Data?

      What is first-party data?

      Lauren Cassidy

      Editor, Intercom

      Lauren Cassidy
    • Editors picks

      • Mass market, nano media: The future of marketing is engagement

      • Marketing chatbots: The marketer that’s always on

      • 5 quick ways to improve your e-commerce customer experience

      • Best practices for designing effective and engaging surveys

      • Questioning tech: The past, present, and future of survey tools

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Sales
    • Featured in Sales

      What is Live Chat Hero Image

      Live chat examples and best practices for 2022

      Anna Murphy

      Editor, Intercom

      Anna Murphy
    • Editors picks

      • 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

      • Assembly required – 55 sales tools to build the ultimate tech stack

      • See all articles
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      • Listen to our podcasts

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  • Scale by Intercom
    • Featured in Scale by Intercom

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

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

      Alyssa Smrekar

      VP of Corporate Marketing, Intercom

      Alyssa Smrekar
    • Editors picks

      • 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

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

      • From cost center to value driver: How support metrics are evolving

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

      Built For You series of product announcements

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

      Priyanka Chaudhari

      Product Marketing Manager, Intercom

      Priyanka Chaudhari
    • Editors picks

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

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

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

      • Security at Intercom: How our InfoSec team protects our customers’ data and trust

      • Managing high availability at Intercom

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Engineering
    • Featured in Engineering

      Engineering at Intercom: Highlights from my first two years

      Ketan Bhatt

      Product Engineer

      Ketan Bhatt
    • Editors picks

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

      • Intercom presents Engineer Chats

      • Is your engineering team experiencing alert fatigue? Ask these 8 questions

      • Managing infrastructure costs as your company grows

      • Setting and prioritizing goals as a principal engineer

      • See all articles
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      • Listen to our podcasts

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  • News & Updates
    • Featured in News & Updates

      Built For You series of product announcements

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

      Priyanka Chaudhari

      Product Marketing Manager, Intercom

      Priyanka Chaudhari
    • Editors picks

      • Atlassian and Coda on creating personalized customer experiences at scale

      • Built for you: Next-generation surveys, ditching hold times with Switch, and more

      • Introducing Intercom Surveys: Don’t just ask for opinions, act on them

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

      • The values behind our first virtual launch event, New at Intercom

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Product & Design 14 min listen

      Let’s talk principles: Exploring how we build product at Intercom

    • Scale by Intercom 26 min listen

      HubSpot’s CEO Yamini Rangan on ditching the funnel for the Flywheel

    • Product & Design 26 min listen

      Dialing it up: The evolution of phone support

    • 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

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