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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

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

      • 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

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

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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
    • 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

    • Product & Design 22 min listen

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

    • See all podcasts
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  • About Intercom

product roadmap

Product & Design 7 min read

Product managers should not build the roadmap. The product team should

At Intercom, we believe the responsibility for building a roadmap lies not just on the Product Manager alone, but on the wider product team too.

Ulaize Hernandez Troyas

Former Product Manager, Intercom

Ulaize Hernandez Troyas

Product & Design 3 min read

How we ensure alignment between sales and product

Product teams and sales teams need a way to collaborate on the product roadmap, because otherwise, you’re not listening to the potential market or answering their needs.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Marketing 6 min read

All walk and no talk? How to grow your product’s voice

The way we interact with the world is increasingly determined by the software we use, but despite that growing dependence,…

Jonathan Costet

Marketing and Content Manager at eFounders

Jonathan Costet

Product & Design 6 min read

RICE: Simple prioritization for product managers

Prioritization is a perennial challenge when building a product roadmap. How do you decide what to work on first? If…

Sean McBride

Former Product Manager, Intercom

Sean McBride

Engineering 5 min read

Why you should have skin in the engineering game

On my way to becoming a product engineer with Intercom I took an unusual diversion for a few years –…

Ryan Sherlock

Engineering Manager, Intercom

Ryan Sherlock

Product & Design 6 min read

Great PMs don’t spend their time on solutions

Over the past few years, we’ve learned a lot about building product at Intercom. Some things have worked really well,…

Paul Adams

Chief Product Officer, Intercom

Paul Adams

Product & Design 23 min listen

Mind the Product’s Janna Bastow on building product roadmaps

That’s where a well crafted product roadmap comes in, something Janna Bastow knows all about. A product manager by trade,…

Adam Risman

Former Editor, Intercom

Adam Risman
https://blog.intercomassets.com/wp-content/uploads/2017/02/13095829/The_Goldilocks_of_Timeframes_Logo.jpg

Product & Design 4 min read

6 weeks: why it’s the Goldilocks of product timeframes

Process for a product team can be suffocating, or process can be liberating. And no process at all? Well that’s…

Brian Donohue

VP Product, Intercom

Brian Donohue

News & Updates 5 min read

What we shipped: 2016 year in review

Maybe because it was a leap year, or possibly due to the stronger office coffee… But from adding a new…

George Williams

Product Marketing Manager, Loom

George Williams

Product & Design 3 min read

Launch mode vs iterate mode

The things that make a product team successful when launching a product are exactly the things that will make them…

Paul Adams

Chief Product Officer, Intercom

Paul Adams
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