Customer Engagement 4 min read
A day in the life of a message
There’s a classic Calvin and Hobbes cartoon strip that’s always stuck with me. In it we see our pint sized…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Engagement 29 min listen
Metromile’s Shaun Clowes on activating and retaining users
The reason is simple: No matter how many new users you acquire, they won’t grow your business unless they’re successfully…
Product & Design 5 min read
The hidden cost of design complexity
“Simple Design” when building products is probably the most common leitmotif in tech companies. Yet we often only see one…
Customer Engagement 7 min read
Co-ordination and communication: the secret to great product launches
When I first started in marketing I was one of a three-person marketing team. Back in those days, taking a…
Customer Engagement 28 min listen
Zapier’s Wade Foster on bringing easy automation to the enterprise
To address that problem, Wade Foster and his collaborators Bryan Helmig and Mike Knoop co-founded Zapier, a service that allows…
Product & Design 21 min watch
Getting product strategy right
In the early days of a company, getting product strategy right is way more important than perfecting sales, marketing or…
Engineering 5 min read
Why you should have skin in the engineering game
On my way to becoming a product engineer with Intercom I took an unusual diversion for a few years –…
Customer Service 7 min read
The right way to respond to feature requests
All customers will have product improvements they would like to see, but responding to those requests requires a rigorous framework to be effective. Here’s our best practice guide for handling feature requests in customer support.
Product & Design 5 min read
Make online messaging personal by embracing the nonverbal
At Intercom we want to enable businesses to communicate with their customers in a personal and meaningful way. One of…
