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    • Featured in Latest Articles

      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • Our grand experiment with GPT and generative AI

      • Intercom recognized with 3 TrustRadius ‘Best of’ awards

      • Introducing Checklists: The fastest way to turn signups into superusers

      • Reinventing our wheel: The vision behind Intercom’s redesigned Messenger

      • Gainsight PX founder Mickey Alon on using your product as a vehicle for growth

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  • Support
    • Featured in Support

      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • How do customers want to talk to businesses? Our new survey reveals what you need to know

      • Ready to scale your customer service offering? Ask these 3 questions first

      • Automated customer service: Support your customers more efficiently and effectively

      • Surfboard founder Natasha Ratanshi-Stein on riding the wave of planning software for support

      • 6 tips for creating a great customer service experience during the holidays

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  • Marketing
    • Featured in Marketing

      Webinar Retention Productboard Fullstory Intercom

      A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory

      Mark Iafrate

      GTM Lead, Webinars & Partner Marketing, Intercom

      Mark Iafrate
    • Editors picks

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

      • Take customer engagement to a new level with our latest releases: A reinvented Messenger, Checklists, and more

      • Announcing our refreshed guide ‘The Onboarding Starter Kit’

      • Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      • Customer retention strategies: 5 best practices & 6 strategies for low churn

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  • Sales
    • Featured in Sales

      What is Live Chat Hero Image

      Live chat examples and best practices for 2023

      Anna Murphy

      Former Editor, Intercom

      Anna Murphy
    • Editors picks

      • From first touch to qualified lead: How to use live chat for sales

      • 4 ways to accelerate sales using the Intercom integration with HubSpot

      • Webflow’s Maggie Hott on building a scalable sales team from the ground up

      • How to use Intercom to generate more leads and close bigger deals – faster

      • Sales technology: 3 trends you need to know

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  • Scale by Intercom
    • Featured in Scale by Intercom

      Early-stage startup tech stack

      The 9 best tools for your early-stage startup tech stack

      Alan McGlinchey

      Startup Partnership Manager

      Alan McGlinchey
    • Editors picks

      • Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

      • Andrew Chen on how tech’s giants drive growth with network effects

      • Why customer engagement is the key to business growth in 2023 and beyond

      • Make the most of every customer interaction with the Engagement OS

      • Customer Support: Bridge the expectation gap in 2022

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  • Product & Design
    • Featured in Product & Design

      Intercom on Product: How ChatGPT changed everything

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • Intercom’s product principles: Creating personal products by design

      • Reaccelerate: Finding new engines of growth in your business

      • Communication, collaboration, coordination: The 3 Cs guiding successful cross-functional teams

      • Intercom’s product principles: Shaping the solution to maximize customer value

      • Solving for complex onboarding: Paving a path to value for your customers

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  • Engineering
    • Featured in Engineering

      Shape the solution - Hero

      Intercom’s product principles: Shaping the solution to maximize customer value

      Levent Ali

      Group Engineering Manager, Intercom

      Levent Ali
    • Editors picks

      • Intercom’s product principles: How technical conservatism helps us scale faster and better

      • How our infrastructure scales alongside our customers

      • Managing high availability at Intercom

      • Is it time to update your engineering processes?

      • Engineering at Intercom: Highlights from my first two years

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  • News & Updates
    • Featured in News & Updates

      Intercom AI features announcement hero

      Announcing Intercom’s new AI features

      Fergal Reid

      Director, Machine Learning, Intercom

      Fergal Reid
    • Editors picks

      • Intercom recognized with 101 badges and awards in G2’s Winter Reports 2023

      • How do customers want to talk to businesses? Our new survey reveals what you need to know

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

      • A note from Eoghan McCabe

      • Announcing our refreshed guide ‘The Onboarding Starter Kit’

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Support 30 min listen

      Our grand experiment with GPT and generative AI

    • Product & Design 22 min listen

      Gainsight PX founder Mickey Alon on using your product as a vehicle for growth

    • Growth 34 min listen

      The future of learning: Meet the edtech companies leading the way

    • See all podcasts
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  • About Intercom

outcomes

Product & Design 13 min read

Ship outcomes, not just features, with the Product Impact Framework

How can you determine whether the features you release are leading to positive outcomes for your business? We use the Product Impact Framework to clarify how one leads to the other.

Brian Donohue

VP Product, Intercom

Brian Donohue

Robbie Allan

Former Senior Product Manager, Intercom

Robbie Allan

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