Customer Service 5 min read
How non-technical managers can successfully oversee engineers
Conventional wisdom suggests that engineers reporting to non-technical managers can wind up being a disastrous situation. When I joined Intercom,…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 5 min read
Conventional wisdom suggests that engineers reporting to non-technical managers can wind up being a disastrous situation. When I joined Intercom,…
Product & Design 4 min read
Over the past few months, I’ve reviewed dozens of product design portfolios, so many that I’ve been thinking deeply about…
Customer Engagement 7 min read
Sharing the insights of the entire Intercom team has always been one of the core principles of this blog. If…
Customer Engagement 32 min listen
Casey Winters, growth advisor in residence at Greylock Partners, has made a career of doing just that. At Greylock, Casey…
News & Updates 7 min read
At a fast paced, early stage startup, it’s easy to remain cold while shuffling candidates through your recruiting process. Most…
Product & Design 7 min read
For product teams, empathy building activities such as observing research or doing customer support is often not considered “real work”….
Product & Design 8 min read
We’ve warned before of icebergs – feature requests that seem trivial but hide a ton of developmental complexity. When we…
Product & Design 5 min read
If you work in marketing you know the drill. As your launch day comes to a close, it’s natural to…
Product & Design 29 min listen
Following several years as a user researcher manager for communication products like Gmail, GTalk and Google Voice, Michael became the UX…