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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

R&D

Intercom product principles (1)
Product & Design 5 min read

Introducing Intercom’s product principles: A series exploring the beliefs that shape what and how we build

Intercom is built on principles. Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale – we hope you find them as useful as we have.

Emmet Connolly

VP Product Design, Intercom

Emmet Connolly
R&DPrinciples

Engineering 3 min read

Foundations to build on: Intercom’s principles for building product

Principles are a way of encoding successes, helping to repeat behaviors that led to positive outcomes and avoid behaviors that led to mistakes. Here are the principles we use at Intercom to build product.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
Building high-performing teams

Engineering 8 min read

Building high-performing teams through continuous improvement

Thinking about how we build is as important as thinking deeply about what we build. We’ve developed the High-Performing Teams framework to continuously improve the way our R&D teams work.

Martin Pengelly-Phillips

Senior Engineering Manager

Martin Pengelly-Phillips
Managing infrastructure costs as your company grows

Engineering 5 min read

Managing infrastructure costs as your company grows

As your company grows, so do your infrastructure costs. How can you maximize your returns while scaling your infrastructure to meet demand?

Hannah Healy

Technical Program Manager

Hannah Healy

Product & Design 4 min read

For better products, start with a problem statement

The secret to shipping successful product is clearly defining the problem that you’re setting out to solve. Here are some best practices to make that happen.

Robbie Allan

Former Senior Product Manager, Intercom

Robbie Allan

Engineering 32 min listen

Intercom on Product: The principles behind how we build

Des Traynor and Paul Adams discuss the principles we use to guide us as we build great product. Helping us to encode our successes and avoid mistakes, our principles are the foundations on which we build.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 15 min listen

Intercom on Product: The most valuable meetings for building product

Des Traynor and Paul Adams discuss the value of holding product forums and end-to-end reviews as a way of getting alignment between multiple stakeholders in an R&D organization.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 24 min listen

Intercom on Product: How we unlock the power of feedback

In the second episode of this new product-focused series, we discuss how to harness the power of feedback to shape your product roadmap.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 24 min listen

Introducing Intercom on Product, our brand new podcast series

Welcome to our brand new podcast series, Intercom on Product, where Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss their latest thoughts on how to build successful products

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

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