News & Updates 2 min read
Know the value of your customers
Customer information is most valuable when consolidated. When all your information about all your customers is in the same place,…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 14 min read
The end of apps as we know them
The experience of our primary mobile screen being a bank of app icons that lead to independent destinations is dying….
Product & Design 2 min read
This is not a map
Customers will always surprise you with the creative ways they use your product. It’s not deliberate on their behalf though….
Product & Design 4 min read
How to predict technology flops
What do all technology flops have in common? They failed to do a job for their customers. If you are…
Product & Design 2 min read
The thickness of napkins
What does a napkin tell you about a restaurant? Quite a lot, surprisingly. Study after study shows a strong correlation…
Product & Design 5 min read
Before you plan your product roadmap
Are all your users using all the features in your product? Of course they’re not. Let’s talk about that. When…
News & Updates 3 min read
Building a platform at Intercom
When you think of Salesforce.com, what do you think of? The CRM tool for salespeople? A product for managing marketing…
Product & Design 26 min watch
Solving real world problems
When developing new products, we are too focused on technology itself rather than what it will enable. Yet it is…
News & Updates 4 min read
Design principles: in-app messaging
We recently released the second generation of a core Intercom feature, in-app messages. Redesigning a core-feature is always high risk,…