Product & Design 3 min read
Two product principles often forgotten
In the 7th century, Archilochus wrote “The fox knows many things, but the hedgehog knows one big thing.” A simple…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
News & Updates 5 min read
What we shipped: goals, teams, rules, and more
Summer months can often slow down production as we trade in our desks for a sandy beach, but not at…
Product & Design 42 min listen
Facebook’s Margaret Gould Stewart on product design at scale
Currently Director of Product Design at Facebook, Margaret oversees UX for all of the company’s ad products (mobile alone is a $2.9-billion business). She previously…
News & Updates 8 min read
Building a feature no one asked for
We recently created a feature in Intercom that none of our customers were asking for – video replies. I explained why…
Engineering 6 min read
Why continuous deployment just keeps on giving
Deploying new code quickly and automatically is fundamental to how we build product at Intercom. We’ve been doing it since…
Sales 5 min read
How to build and structure your sales team
The traditional SaaS sales team structure is built on outbound sales — an approach that requires salespeople to pursue leads…
Customer Service 5 min read
Effective messages have real goals
Knowing precisely what you want to achieve from a message before you send it is key. Not only to crafting…
News & Updates 3 min read
Making it easier to build on Intercom
If software is eating the world, then platforms are the cutlery. The Platform team at Intercom is dedicated to ensuring…
Customer Service 3 min read
How ProfitBooks used Intercom to increase renewal rates by 40%
When accounting software startup ProfitBooks grew to more than 1,000 customers in a matter of weeks, things got hectic. Like…
