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    • Featured in Latest Articles

      AI in the designer’s toolbox: Shaping the future with ChatGPT

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • GPT is here to stay. Where will it take us?

      • Announcing Intercom’s new AI features

      • Intercom recognized with 3 TrustRadius ‘Best of’ awards

      • Our grand experiment with GPT and generative AI

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

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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

      • See all articles
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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
    • Product & Design 58 min listen

      AI in the designer’s toolbox: Shaping the future with ChatGPT

    • News & Updates 40 min listen

      GPT is here to stay. Where will it take us?

    • Support 30 min listen

      Our grand experiment with GPT and generative AI

    • See all podcasts
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  • About Intercom

product management

Intercom helps you build better products. Understand how your product is being used by reaching out to the right users for contextual feedback in your app.

Capturing customer feedback at speed
Product & Design 4 min read

Moving fast and building smart: The value of quick customer feedback

Speeding up customer feedback loops allows you to learn and iterate fast enough to stay ahead of the market while making your customers feel included in the process. Here are three tips for collecting customer feedback quickly and efficiently.

Alissa Tyrangiel

Senior Product Manager, Intercom

Alissa Tyrangiel

Product & Design 22 min listen

Intercom’s Jane Honey on perfecting career paths for product management

The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
Product manager role changes - build for bigger customers

Product & Design 5 min read

Moving upmarket as a product manager: What changes and what stays the same?

As Intercom grows, we’re moving into new markets and serving new kinds of customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do.

Nick Smith

Product Manager, Intercom

Nick Smith
Intercom illustration by Harry Woodgate

Product & Design 5 min read

7 proven techniques for writing a great problem statement

Writing a problem statement can be deceptively hard, requiring a deep understanding of customers and abstract concepts. Here are seven techniques to un-stick yourself as you draft a problem statement.

Robbie Allan

Former Senior Product Manager, Intercom

Robbie Allan

Marketing 16 min listen

Meet the team: Intercom’s PMMs discuss our approach to product marketing

As product-first businesses evolve, so do their product marketing needs. But is there a right way to set up your org for success? We talk to our PMM leaders about product marketing and how we do it at Intercom.

Liam Geraghty

Audio Content Producer, Intercom

Liam Geraghty
team alignment framework

Product & Design 7 min read

Tackling the problem: A simple three-part framework to align your team’s efforts

At Intercom, we start with the problem. But not every problem is created equal, and solutions shouldn’t be either. Aligning on three things before diving into a solution can help ensure teams spend the right amount of time and energy solving every problem.

Tanner Elvidge

Senior Product Manager, Intercom

Tanner Elvidge
Intercom Product Decision Framework

Product & Design 2 min read

Decision time: Our new product decision-making framework

Building great product requires making great decisions, fast. We’ve thought a lot about how to ensure we keep making good decisions as we grow – learn about our latest decision-making framework here.

Gustavs Cirulis

Principal Product Designer, Intercom

Gustavs Cirulis

Patrick Andrews

Senior Group Product Manager, Intercom

Patrick Andrews
Goal Setting hero illustration

Product & Design 4 min read

The magic of goal setting: A simple framework for managers and teams

How do you help your team focus and make meaningful progress, so that at the end of the week, there is a shared feeling of accomplishment? We use a simple framework to make sure everyone is doing high-impact work.

Paige Costello

Former Director of Product Management, Intercom

Paige Costello

Product & Design 6 min read

Product management, fast and slow

Daniel Kahneman’s famous book ‘Thinking, Fast and Slow’ offers a useful metaphor for how product managers can navigate a wide range of different, competing tasks.

Enzo Avigo

Product Manager, Intercom

Enzo Avigo

Product & Design 30 min listen

Josh Seiden on why product teams should focus on outcomes over output

Josh Seiden, author of the new book Outcomes Over Output, joins the Intercom podcast to discuss why focusing on outcomes instead of outputs has become a rallying call for product teams today.

Brian Donohue

VP Product, Intercom

Brian Donohue
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