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    • Featured in Latest Articles

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Response Time: Vol. 14

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      • Leonard Berry and the eternal pursuit of service excellence

      • Intercom on Product: Product strategy in the age of AI

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  • Customer Service
    • Featured in Customer Service

      CS roles in the age of AI

      A whole new world: The exciting new roles AI is creating in customer support

      Declan Ivory

      VP of Customer Support, Intercom

      Declan Ivory
    • Editors picks

      • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • Improving support quality while embracing AI: Strategies from Intercom and Klaus

      • The 4 big myths about AI in customer service

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  • AI & Automation
    • Featured in AI & Automation

      Intercom on Product Episode 21 – Des Traynor and Paul Adams

      Intercom on Product: Product strategy in the age of AI

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor
    • Editors picks

      • Privacy, security, accuracy: How AI chatbots are handling your deepest data concerns

      • Learn how AI can unlock productivity, according to AI founder Andrew Louder

      • AI-powered UI (aka “Return of the Chat”)

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • How do your customers feel about AI chatbots?

      • See all articles
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  • Customer Engagement
    • Featured in Customer Engagement

      Customer service expert Chip Bell on turning customers into co-creators

      The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      • Emojis mean business: The characters transforming business messaging

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

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

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

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      Product-Market Fit PMF Panel hero image

      Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      Nadine Mansour

      Staff Product Manager, Intercom

      Nadine Mansour
    • Editors picks

      • Intercom on Product: Product strategy in the age of AI

      • Shopify UX Director Elizabeth McGuane on why design should start with words

      • Unlocking customer value with data: How we developed the Customer Milestones Framework

      • AI-powered UI (aka “Return of the Chat”)

      • From science fiction to tech reality: Exploring the impact of AI

      • See all articles
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  • Engineering
    • Featured in Engineering

      Intercom for Enterprise availability

      Managing high availability at Intercom

      Oran O'Dowd

      Senior Director of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • How our infrastructure scales alongside our customers

      • Why Intercom is supporting the Embroider Initiative to update Ember

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

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

      • Is it time to update your engineering processes?

      • See all articles
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  • News & Updates
    • Featured in News & Updates

      Announcing ‘The State of AI in Customer Service: 2023 Report’

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • Everything you need to know about Fin, the breakthrough AI bot transforming customer service

      • AI trends that are giving support leaders a competitive advantage

      • Questions about our new AI chatbot, Fin? Here’s everything you need to know

      • Introducing Workflows – the mission control center for customer service automations

      • Announcing Intercom’s new AI features

      • See all articles
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      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      AI & Automation 49 min watch

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

    • Leonard Berry and the eternal pursuit of service excellence

      Customer Service 25 min watch

      Leonard Berry and the eternal pursuit of service excellence

    • Intercom on Product Episode 21 – Des Traynor and Paul Adams

      AI & Automation 41 min watch

      Intercom on Product: Product strategy in the age of AI

    • See all podcasts
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  • About Intercom

The Intercom Product Management team

Wondering what it's like to work on the Product Management team at Intercom? Find out more about our people, culture, and principles.

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

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

Senior Product Manager, Intercom

Nick Smith
Product Managers Career Path Hero

Product & Design 5 min read

Steps to success: The importance of a clear career path for product managers

Career ladders make it clear to product managers what’s expected of the role and what’s expected of them to get a promotion. Learn what we focused on in our PM career ladder.

Jane Honey

Former Senior Director of Product, Intercom

Jane Honey

Brian Donohue

VP Product, Intercom

Brian Donohue
product metrics

Product & Design 7 min read

What metrics are the most important for your product?

The SaaS industry is full of advice on the perfect product metrics to gauge your users’ activation, engagement, and interactions. But how do these concepts translate into real product improvements?

Nick Odlum

Analytics Manager, Intercom

Nick Odlum

Kevin McNally

Senior Machine Learning Engineer, Intercom

Kevin McNally
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

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

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