Customer Service 5 min read
Know Your Customers and How They Decide
Everything you design—from slide decks to email newsletters, from marketing sites to company t-shirts—has a goal, and that goal is…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 2 min read
Criticism and two way streets
A post by Jason Fried titled “Give it 5 minutes” reminded me of a great technique I learned about from…
Customer Engagement 2 min read
The fallacy of funnels
The funnel is a lousy metaphor for measuring conversion. In real life, funnels let everything pass through–a 100% conversion rate…
Product & Design 6 min read
What you should know about private betas
Private betas are great for controlling access to a product as you tweak it. They work best when your product…
Product & Design 9 min read
Interview: Bob Moesta (Part 2 of 2)
The second part of our interview with Bob Moesta discusses topics specific to start-ups. We look at how a start-up…
Product & Design 1 min listen
Interview: Bob Moesta (Part 1 of 2)
For your product to succeed, you have to understand the mechanisms of value. What’s valuable, and when? A recent post…
News & Updates 1 min read
Welcoming Darragh Curran
Two months ago, Darragh Curran tweeted to help us find a Senior Ruby Engineer. Today, we’re delighted to welcome him…
News & Updates 1 min read
Intercom raises $1M
Our goal with Intercom is to provide a product for every single web business to help them proactively build and…
Design and Premature Optimization
Grandma’s rule has a common meaning across countries & cultures. At a simple level it’s usually understood as “eat your…