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Product & Design 7 min read
Series, our new customer messaging orchestration tool, is so intuitive that it feels natural and obvious – and yet, the design was not inevitable at all. Here is how we considered different options.
Engineering 8 min read
At Intercom, we start with an understanding of a real problem that our customers experience. It sounds simple, but why do so few companies do it well?
Customer Service 27 min watch
Building customer loyalty requires a lot more than a satisfied customer. What can cognitive science teach us about creating memorable customer experiences that turn prospects into advocates?
AI & Automation 45 min watch
Join us for a discussion about how we went about building Fin, our new AI chatbot, and how we navigated the fast-moving world of AI.
Product & Design 14 min listen
Hear from experts across Intercom’s R&D team talk about the principles that guide their work everyday.
Engineering 27 min listen
We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen.
Product & Design 6 min read
Focusing on the system in the early stages, instead of skipping ahead to high-fidelity mockups, gets us talking about the important decisions faster.
Product & Design 40 min listen
We’ve been here before. Between media buzz, overstated claims, and the work on the ground, sometimes it’s hard to distinguish fantasy from reality when dealing with Machine Learning. As neural networks mature and stand out from the pack, can the tech live up to the hype?
Product & Design 16 min listen
Software only becomes valuable when it’s delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently.