Not long ago,

Intercom was four founders all huddled around a single desk. Now we have hundreds of employees, thousands of customers and a suite of solutions. We’ve learned a thing or two along the way that we feel will help other companies starting out.
Here’s a hand picked library of content that we believe will help you as you build your business.
Early Stage | Resource Hub
Content Topics
Starting up
Customer engagement
and onboarding
Customer support
Product management
View Topics

Starting up

We’ve collected these and many more of our thoughts on starting up into a book – Intercom On Starting Up.

Customer engagement
and onboarding

For even more engagement and onboarding advice, check out our two books Intercom on Customer Engagement and Intercom On Onboarding.

Customer support

We also have a book which follows the founder’s journey as you add a customer support team and step back from the coalface: Intercom on Customer Support.

Product management

We’ve shared a lot of our product lessons over the last six years. Maybe that’s why Intercom on Product Management is our most popular book.
It’s easy to believe if you solve a real problem with a good product, a successful software business is magically created. That’s never guaranteed.
In the early stages it’s really important not to get distracted by technology for technology’s sake. If you are struggling to identify a meaningful job your product does for customers, be very careful. Technology that doesn’t find a job fails.
Once you’ve settled on your product’s direction, one of the first major decisions you’ll need to make is around pricing. Choosing the correct pricing for your product is a daunting task – particularly if you’ve never priced anything before.
You’ve got a nascent product, you’ve settled on a pricing model, but how do you stay on course? Teams that are aligned on strategy, purpose and objectives have the best chance of success.
Startup literature is full of ardent advice on how to measure activation, encourage engagement and convert new users. But you need to find the metrics that matter for your product.
If you want to keep those hard-won new customers you need to get them engaged. A few hours setting up these messages will pay off in spades.
The definition of an “engaged customer” varies from product to product. But here’s 4 simple strategies for increasing user engagement in any product.
If you want to have effective onboarding look to some of the most effective in the industry. We did it for you.
Unsure what the goal of onboarding should be? For us it’s Day Zero – the point when the customer has done everything they need to do to start enjoying the full value of your product.
Onboarding isn’t just for new customers. What happens when you have new features or a major product overhaul?
Now deep dive into some pro times for onboarding new users, creating engagement campaigns and more.
Great support is not just about saying “yes” to customers. There are a few key things that can help you make “no” a bit more palatable for your customers.
Your support team is on the front line, so one bad hire can damage your entire company’s reputation, wreak havoc on team morale, and create long-lasting damage.
There’s a big difference between knowing something and being able to explain it to someone else. That’s the challenge if you’re supporting a complex product.
Delivering personal customer support as you grow is challenging. Here’s some ways we try to stay personal.
Intercom’s Jeff Gardner and Slack’s Judy Watkins discuss how to scale customer support to meet the needs of a rapidly expanding business.
If you want to build a cohesive product, rather than a bunch of related features, you’ll need to get really good at saying no.
At Intercom our PMs spend at least 40% of their time prioritizing and understanding the customer problem. We do it because a solution can only be as good as your understanding of the problem you’re addressing.
You’ll have more ideas on your roadmap than you can ever hope to execute. Which is why taking the time to prioritize well is essential. Here’s a framework we use to think about prioritization.
The simple truth for product teams is that the further out you plan, the more suspect your commitments become. Which is why we landed on 6 weeks as our ideal product cycle.
The very things that made your product launch successful will make you unsuccessful once it’s in the hands of customers and you need to iterate fast.
Two of our Group Product Managers share lessons learned from three years at Intercom covering everything from why you need to find the smallest definition of your idea to the ideal relationship with Marketing.
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