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Customer Service 8 min read
There’s a perception that AI for customer service can only function over chat. However, our next-generation Fin AI Agent is truly omnichannel – discover how we developed AI technology that delivers great support over email.
Product & Design 6 min read
Product management varies a lot from company to company, but how big is the gap between B2B and B2C? We explore the differences and similarities.
Product & Design 55 min watch
Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design, for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.
Product & Design 5 min read
Intercom is built on principles. Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale – we hope you find them as useful as we have.
Product & Design 5 min read
Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools…
Product & Design 22 min listen
The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder.
Product & Design 6 min read
Designing a product is a balancing act. At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs.
Product & Design 7 min read
Series, our new customer messaging orchestration tool, is so intuitive that it feels natural and obvious – and yet, the design was not inevitable at all. Here is how we considered different options.
Product & Design 18 min listen
Listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly.