Product & Design 6 min read
Communication, collaboration, coordination: The 3 Cs guiding successful cross-functional teams
Most companies depend on cross-functional teams when building a product that delivers real value. Intercom is no exception.
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 7 min read
In-context or out of touch: The future of online customer service
Providing in-context support is the fresh approach that businesses need to for a modernized customer service strategy. We’re showing you how to unlock that power and get your strategy started.
Customer Service 2 min read
Announcing our new guide ‘Supercharge Your Support: How In-context Support Can Boost Your Bottom Line’
When it comes to support, context is king. Learn how to drive bottom-line impact with in-context support in our new guide.
Product & Design 30 min listen
UserTesting’s Janelle Estes on using human insight to create memorable experiences
People love stories and human connection – it’s just the way we’re built. The insights we extract from those connections give us a peek into who our customers are as human beings, and only by leveraging it can we deliver a truly great experience.
Product & Design 5 min read
Intercom’s product principles: Shaping the solution to maximize customer value
Our engineering principle “shape the solution” allows us to deliver better customer value and maintain a team of highly engaged, aligned and motivated individuals. Shaping the solution means that we never blindly execute on requirements defined by others. We deeply understand the value of our work, and help design solutions which efficiently deliver that value.
Product & Design 6 min read
Valuable insights at the right time: Determining the ideal level of design fidelity for user testing
We often aim to get product concepts in front of users very early in the product development process. This approach poses an important and ongoing question – what’s the right level of design fidelity to present to your research participants?
News & Updates 1 min read
Intercom included on the Forbes Cloud 100 for sixth consecutive year
We’re once again considered among the top private cloud companies in the world as enterprises continue to invest in Intercom’s platform to drive better customer engagement
Customer Engagement 11 min read
What is customer acquisition cost and why does it matter?
Everything you need to for calculating customer acquisition cost (CAC), applying lifetime value (LTV), and payback periods for sustainable growth.
Product & Design 18 min listen
Let’s talk principles: From technical conservatism to connected, modular systems
Listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly.