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    • Featured in Latest Articles

      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

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

      • Response Time: Vol. 14

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

      • Leonard Berry and the eternal pursuit of service excellence

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

      • See all articles
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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

      • See all articles
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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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      • Listen to our podcasts

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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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      • Listen to our podcasts

      • Watch our videos

  • 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
    • Watch and listen

      • 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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  • Books & Guides
  • Meet Fin
  • Product Principles
  • Intercom on Product

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  • About Intercom

The Intercom Research, Analytics, and Data Science team

Wondering what it's like to work on the Research, Analytics, and Data Science (RAD) team at Intercom? Find out more about our people, culture, and processes.

Research, Analytics and Data Science team values
Product & Design 4 min read

Valuable insights: The principles behind our new research, analytics, and data science team

Fast growth means we’re trying to answer questions that constantly change, which is why we’ve created a new function called Team RAD – Research, Analytics, and Data Science.

Karen Church

VP Research and Data Science, Intercom

Karen Church
User research at Intercom (1)

Growth 4 min read

You can’t always get what you quant: Bringing numbers to life through user research

At Intercom, research, analytics, and data science informs everything we do. We build a deep, holistic understanding of our customers, employing user research to unite quantitative and qualitative insights.

Hayley Camille Morgan

Senior Research Manager, Intercom

Hayley Camille Morgan
Sharing your work

Product & Design 5 min read

Transform the way you share your work: Tricks from Hollywood’s publicity playbook

At Intercom, we believe in the power of sharing cross-functionally. Seeking feedback at various stages of a project helps avoid bottlenecks and silos, and ultimately drives business impact.

Hayley Camille Morgan

Senior Research Manager, Intercom

Hayley Camille Morgan
quick, effective decision-making process (1)

Growth 7 min read

Make better decisions faster: The 6 stages of quick, effective decision-making

Moving at speed is all about making decisions quickly and acting on them. Effective, quick decision-making can increase agility, energy and momentum within any team. Here’s our six-stage decision-making process to help you become a better, faster decision-maker.

Wal McConnell

Principal Data Scientist, Intercom

Wal McConnell

Product & Design 6 min read

Understanding the “aha” moments in your product

We talk a lot about “aha” moments in products, that feeling of delight when you discover the value in a new app or service. But how do you identify and measure aha moments, and how do they relate to activation?

Lynsey Duncan

Senior Product Researcher, Intercom

Lynsey Duncan

Product & Design 6 min read

Product analytics: 4 ways to deliver better insights for higher quality decisions

Analytics only matters if it drives the right decisions. Here’s how we optimized our process to deliver better product analytics…

Karen Church

VP Research and Data Science, Intercom

Karen Church

Product & Design 29 min listen

Intercom’s Karen Church on product analytics

How are customers using the product? Are they finding value in it? What story do those insights tell us about…

Geoffrey Keating

Former Senior Editor, Intercom

Geoffrey Keating

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