Product & Design 5 min read
Any research is better than no research
When thinking about product research, you shouldn’t be asking yourself, “Can we afford this?” It should be, “Can we afford…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 5 min read
When thinking about product research, you shouldn’t be asking yourself, “Can we afford this?” It should be, “Can we afford…
Customer Engagement 10 min watch
What job are customers hiring your product for? At Intercom the answer to this question informs our entire go-to-market strategy,…
News & Updates 4 min read
2015 was a heck of a year for us. We raised a Series C, doubled the team, and moved into…
Product & Design 5 min read
When we released our real-time messenger, we tried to push aside the traditional live-chat model, and instead took our cues…
Product & Design 13 min watch
User onboarding for the first several years of Intercom centered on one action: install a snippet of JavaScript. For our…
Customer Service 8 min read
When time and resources are at a premium, a little white glove customer support can help VIP customers convert and retain at a higher rate.
Product & Design 44 min listen
Before joining Intercom he helped design vacuums at Dyson, helped design Gmail, YouTube and Google+, and then at Facebook he…
Product & Design 10 min watch
User research at a tech company typically lives within the product team. Researchers work with product managers and designers to…
Product & Design 12 min watch
Almost every company claims that they want to be innovative and disruptive. But scratch beneath the surface and the claim…