Product Engineer Serena Fritsch discusses the easy mistakes you can make when building product and why doing it well requires a deep empathy for your users.
Support 4 min read
Often in life, it’s not what you say but how you say it that makes all the difference, and this is even more true in a support conversation. PREACH is a framework we use to help our Customer Support team capture the right Intercom tone.
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”….