AI & Automation 6 min read
Rethinking customer support automation
In most cases, customers get in touch with businesses because they have a question they need answered, or a problem…
Paul Adams
Latest posts by Paul Adams
Product & Design 18 min watch
Why the next generation of startups won’t build apps
As a technology, the internet is young and changing. For all practical purposes, it’s only about 20 years old. For…
Product & Design 2 min read
When big meetings are better
In the early days of Intercom we obsessed about how many people were in meetings and constantly optimised for efficiency,…
News & Updates 5 min read
Announcing the new Intercom Messenger
Our new messenger marks the culmination of a year’s worth of work. We’re announcing our new messenger to help businesses…
Product & Design 6 min read
How we accidentally invented Job Stories
The most powerful thing you can understand when building a product is the motivations behind people’s actions. At Intercom we’re…
News & Updates 3 min read
Why Facebook and Twitter won’t own messaging
Only a few years ago it seemed like Facebook and Google alone were battling it out to win the social…
Product & Design 2 min read
Peeling back to first principles
Starting from first principles is something we do a lot in our product and design process at Intercom. I was…
Product & Design 3 min read
Towards better meetings
Meetings can be fantastic or terrible. I’ve experienced some serious pros run meetings, and when they do, everyone feels great…
Product & Design 1 min read
The other side
Empathy – understanding another person’s condition – is a foundation of research in product development teams. But ironically, in communicating…