News & Updates 1 min read
You Can’t Fake Culture
Sapient released a truly awful video today, reminding us that you can’t fake culture and you can’t buy cool. If…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 2 min read
Features & Physics Envy
I use the above graph to pick what features to add or improve based on how many customers use them,…
Product & Design 5 min read
To Sustain or disrupt?
In a talk titled Reinventing IT, Prof Clay Christensen, author of The Innovators Dilemma, asks a simple question: Why do…
Customer Service 6 min read
The Death and Rebirth of Customer Experience
Trading online is seductive. No rent. No property tax. No opening hours. It’s 24/7/365 and more than that it’s worldwide….
Customer Engagement 2 min read
Why startups need a strong vision
Meaningful companies are built upon a strong timeless vision. Let’s look at some examples… “To organize the world‘s information and…
Product & Design 4 min read
Beware of icebergs
When a customer asks for a new feature, it’s quite often something that makes perfect sense. My heart says “Sure…
Product & Design 2 min read
Data Visualisation in Web Apps
A dashboard is a single screen showing the status of an application. At a glance you should see what’s going…
News & Updates 1 min read
Recent new features in Intercom
We’ve had a phenomenal response to the product since we began our private beta back in June. It has been…