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  • Latest Articles
    • Featured in Latest Articles

      Intercom Product Principles - Be Technically Conservative 2x

      How technical conservatism helps us scale faster and better

      Waheed El Miladi

      Staff Product Engineer, Intercom

      Waheed El Miladi
    • Editors picks

      • Building high-performing Research and Data Science teams with clear career paths

      • Des Traynor talks startup strategy, product fundamentals and Enterprise SaaS on 20VC

      • Best practices for securing your Intercom workspace

      • Hola, bonjour, olá – say hello to new multilingual support in Intercom

      • Building a resilient system: Our journey to observability at Intercom

      • See all articles
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  • Support
    • Featured in Support

      Next gen inbox

      Announcing Intercom’s new Inbox: The fastest and most powerful inbox designed for scale

      Alissa Tyrangiel

      Senior Product Manager, Intercom

      Alissa Tyrangiel
    • Editors picks

      • Automated customer service: How to support your customers more efficiently and effectively

      • How to ask your customers great questions and gather actionable feedback – 3 key takeaways

      • 2022 Customer Service Quality Benchmark Report: A roundtable on support strategies for the year ahead

      • How customer service chatbots are redefining customer engagement

      • 5 quick ways to improve your e-commerce customer experience

      • See all articles
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  • Marketing
    • Featured in Marketing

      In-app messaging

      How to use in-app messaging to retain your best customers

      Lauren Cassidy

      Editor, Intercom

      Lauren Cassidy
    • Editors picks

      • G2’s CMO Amanda Malko on the latest trends in software buying

      • What is first-party data?

      • How to ask your customers great questions and gather actionable feedback – 3 key takeaways

      • Mass market, nano media: The future of marketing is engagement

      • Marketing chatbots: The marketer that’s always on

      • See all articles
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      • Listen to our podcasts

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  • Sales
    • Featured in Sales

      Live chat for sales

      From first touch to qualified lead: How to use live chat for sales

      Anna Murphy

      Editor, Intercom

      Anna Murphy
    • Editors picks

      • Live chat examples and best practices for 2022

      • 4 ways to accelerate sales using the Intercom integration with HubSpot

      • Webflow’s Maggie Hott on building a scalable sales team from the ground up

      • How to use Intercom to generate more leads and close bigger deals – faster

      • Sales technology: 3 trends you need to know

      • See all articles
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      • Listen to our podcasts

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  • Scale by Intercom
    • Featured in Scale by Intercom

      Andrew Chen on how tech’s giants drive growth with network effects

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Why customer engagement is the key to business growth in 2022 and beyond

      • Make the most of every customer interaction with the Engagement OS

      • Customer Support: Bridge the expectation gap in 2022

      • Drata’s CEO Adam Markowitz on creating a culture of cyber security

      • From cost center to value driver: How support metrics are evolving

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      Solving for complex onboarding

      Solving for complex onboarding: Paving a path to value for your customers

      Tanner Elvidge

      Senior Product Manager, Intercom

      Tanner Elvidge
    • Editors picks

      • Built for you: Improved Surveys, enriched push notifications, Australian data hosting, and more

      • Intercom on Product: Facing the tech slowdown

      • Built for you: New channels of communication, improved reporting, and much more

      • Intercom’s product principles: Following design fundamentals to leave space for innovation

      • Intercom’s product principles: How we focus on delivering outcomes

      • See all articles
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  • Engineering
    • Featured in Engineering

      Is it time to update your engineering processes?

      Kuba Niechciał

      Director, Engineering, Intercom

      Kuba Niechciał
    • Editors picks

      • Engineering at Intercom: Highlights from my first two years

      • Infrastructure at speed: 5 lessons learned from building Intercom in Europe

      • Intercom presents Engineer Chats

      • Is your engineering team experiencing alert fatigue? Ask these 8 questions

      • Managing infrastructure costs as your company grows

      • See all articles
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  • News & Updates
    • Featured in News & Updates

      Built For You series of product announcements

      Built for you: Two-way SMS, a next-generation Inbox, smarter bots, and more

      Orinna Weaver

      Manager, Product Marketing, Intercom

      Orinna Weaver
    • Editors picks

      • Announcing Intercom’s new Inbox: The fastest and most powerful inbox designed for scale

      • Built for you: Improved Surveys, enriched push notifications, Australian data hosting, and more

      • Built for you: New channels of communication, improved reporting, and much more

      • Atlassian and Coda on creating personalized customer experiences at scale

      • Built for you: Next-generation surveys, ditching hold times with Switch, and more

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • News & Updates 30 min listen

      Three million downloads and counting: Inside Intercom reaches a podcasting milestone

    • Sales 21 min listen

      Stripe’s James Dyett on a customer-first approach to sales

    • Product & Design 26 min listen

      Stark’s CEO Cat Noone on designing accessible products

    • See all podcasts
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  • Intercom on Product
  • Exploring productivity

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  • About Intercom

Intercom on Product

Product & Design 27 min listen

Intercom on Product: Facing the tech slowdown

In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 35 min listen

Intercom on Product: Speeding back up when momentum drops

Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down?

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 32 min listen

Intercom on Product: Keeping the momentum going as you scale

This month, Intercom turns 10. As we reflect on the lessons we’ve learned along the way, we keep coming back to the importance of speed. Here’s how we think about maintaining momentum.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
Intercom on Product

Product & Design 30 min listen

Intercom on Product: Accelerating your strategy after COVID-19

As businesses recover from the pandemic and new opportunities arise, what exactly should your next move look like?

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 33 min listen

Intercom on Product: the siren call of innovation

There’s a delicate balance any product strategy needs to master: On the one hand, to build a successful business, you…

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 39 min listen

Intercom on Product: One for the roadmap

In this month’s episode Des Traynor and Paul Adams deep dive into the process of roadmapping – why it’s important and how it should evolve as your company scales.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
Intercom on Product Episode 11

Product & Design 32 min listen

Intercom on Product: Meet your marketer

In our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 31 min listen

Intercom on Product: Understanding your customer is key to good product judgment

Des Traynor and Paul Adams return with episode 10 of Intercom on Product, exploring product judgment. What is it? Why does it matter? And how to develop it?

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 28 min listen

Intercom on Product: Why making every day count is key to progress

Des Traynor and Paul Adams discuss the importance of efficiency to good product principles and why it’s important to build a team who are willing make every day count

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor

Product & Design 41 min listen

Intercom on Product: The dawn of a new decade

I sat down with Paul Adams and Emmet Connolly to reflect on the end of an era as well as the products and technology that defined 2019.

Des Traynor

Co-founder & Chief Strategy Officer, Intercom

Des Traynor
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