The Intercom Blog - Articles on Customer Support, AI, & Product

Vanity metrics, the future, and 100,000 thank you’s

Hi. I’m Eoghan McCabe. I’m the CEO and a co-founder of Intercom. You may remember me from such blog…

CEO, Chairman and Co-founder, Intercom

I had a call with a customer recently, who wanted to share their thoughts with our product team on what…

VP Product, Intercom

As an engineer, things that don’t make sense keep me up at night. I need to find some underlying order…

Senior Machine Learning Engineer, Intercom

That’s where a well crafted product roadmap comes in, something Janna Bastow knows all about. A product manager by trade,…

Former Editor, Intercom

Process for a product team can be suffocating, or process can be liberating. And no process at all? Well that’s…

VP Product, Intercom

Blaming your customer support team for unhappy customers is like blaming weathermen for the rain. Sure they’re involved, but only…

Co-founder & Chief Strategy Officer, Intercom

Treat your customers poorly or fail to educate them on how to use all the great features your product offers, and they won’t stick around for long.

Former Editor, Intercom

No matter how great the product, poor support guarantees a bad experience. As the face of your company, your support…

Senior Director, Automated and Proactive Support, Intercom

When consumer internet arrived in the 1990s, it ushered in a new age of communication. Free internet chat applications like…

Former Senior Product Manager, Intercom