Customer Engagement 5 min read
What everyone ought to know about subject lines
In most things in life, roughly 80% of effects come from only 20% of the causes. 80% of Warren Buffet’s…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Engagement 6 min read
One size onboarding does not fit all
When it comes to guiding customers to success, a one-size-fits-all approach just won’t work. Instead, try differentiating your onboarding to…
Engineering 5 min read
Empathy engineering: bridging the gap from code to customer
My name’s Dale, I’m an engineer and I have a confession to make. I like talking to customers. I know…
Product & Design 26 min listen
Dropbox’s John Saito on the role of writing in experience design
A short snippet of copy sets the tone for a user’s experience, and it can make or break whether they’re…
Product & Design 6 min read
The right way to ask the right research questions
Feedback from customers is a vital input for product development. But if you want to get the most out of…
Engineering 3 min read
How we convinced everyone to care about technical performance
Be it a marketing site that’s slower than your competitors’, an app that crashes on install, or a blog post…
Product & Design 6 min read
Great PMs don’t spend their time on solutions
Over the past few years, we’ve learned a lot about building product at Intercom. Some things have worked really well,…
Product & Design 10 min read
Killer user onboarding starts with a story
Want more people to adopt your product? Make sure you know what progress looks like in your user’s life, not…
Customer Engagement 35 min listen
Kim Scott on radical candor: the secret to helping your team do its best work
As Rich detailed in this post, people leave managers, not companies. So what makes for a good boss, one who…
