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…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
News & Updates 44 min listen
Bessemer’s Ethan Kurzweil on raising capital
Bessemer have invested in billion dollar companies such as Pinterest and LinkedIn, while Ethan himself has led investments in Twitch,…
Customer Service 1 min read
Our new book: Intercom on Customer Support
Today we released our third book, Intercom on Customer Support. It explains how we think about customer support, and the…
Product & Design 5 min read
Design principles: choosing the right patterns
Design patterns are reusable solutions to common problems. They greatly speed up the design process, giving designers a common vocabulary…
News & Updates 18 min listen
Social Capital’s Mamoon Hamid on raising capital
He’s a partner and co-founder at SocialCapital, Intercom’s lead Series A investor, and an early-stage investor in Box, Yammer, and…
Product & Design 1 min read
The 666 roadmap
If you work in a startup, a really effective way of thinking about your product roadmap is over three timelines: the…
Product & Design 5 min read
Product design starts with a fingerprint
In the past 10 years, I’ve sat in countless meetings in multiple countries where Product Managers at technology companies talked…
Customer Engagement 34 min listen
Brian Balfour on creating meaningful growth
As VP of Growth at HubSpot, Brian oversees the growth teams for new products such as Sidekick and HubSpot CRM. You may…
News & Updates 5 min read
Why we built our message editor twice
Building a sound, intuitive message editor for use everywhere in Intercom proved to be a much more challenging, time-consuming, and…
