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

Before you plan your product roadmap

Are all your users using all the features in your product? Of course they’re not. Let’s talk about that. When…

Co-founder & Chief Strategy Officer, Intercom

When you think of Salesforce.com, what do you think of? The CRM tool for salespeople? A product for managing marketing…

Former Manager of Engineering, Intercom

When developing new products, we are too focused on technology itself rather than what it will enable. Yet it is…

Chief Product Officer, Intercom

We recently released the second generation of a core Intercom feature, in-app messages. Redesigning a core-feature is always high risk,…

Co-founder & Chief Strategy Officer, Intercom

Why does your company exist other than to make money? Many people can’t succinctly answer that question, and that is a…

Chief Product Officer, Intercom

Engineering 10 min read

One of the most frustrating aspects of hiring great people to my team was poor timing, or so I thought….

‎VP Engineering, Forter

News – both the written word and video – has never been more widely consumed but the traditional business model…

Former Director of Content, Intercom

Here’s a simple set of Yes/No questions that you can quickly answer before you add another item to your product roadmap….

Co-founder & Chief Strategy Officer, Intercom

It’s a given developers know their products better than their users but this can lead to a gulf in understanding…

‎Co-founder & CEO, Track Duck