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    • Featured in Latest Articles

      Intercom on Product Des Traynor Paul Adams

      Intercom on Product: How we became an AI-first company

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • The first 90 days with AI: A 4-step guide to get you started

      • Off Script: Brian Eno and Stephen Fry take on AI

      • Intercom’s 2024 in review

      • The AI agent buyer’s guide: How to make the right choice for your support needs

      • Intercom vs Zendesk: Two AI agents put to the test

      • See all articles
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  • Customer Service
    • Featured in Customer Service

      The AI agent buyer’s guide: How to make the right choice for your support needs

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • The first 90 days with AI: A 4-step guide to get you started

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Intercom vs Zendesk: Two AI agents put to the test

      • The Ticket: AI integration lessons from ScreenCloud

      • The Ticket: Nick Clark on how to design AI support for the customer

      • See all articles
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      • Listen to our podcasts

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  • AI & Automation
    • Featured in AI & Automation

      Off Script – Stephen Fry and Brian Eno

      Off Script: Brian Eno and Stephen Fry take on AI

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Beyond the AI hype: Understanding technological transformation with Benedict Evans

      • Intercom vs Zendesk: Two AI agents put to the test

      • Off Script: Imagining the future of customer service in an AI-first world

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Off Script: Designing the future with AI

      • See all articles
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  • Customer Engagement
    • Featured in Customer Engagement

      Intercom Off Script Episode 5 – President Archana Agrawal

      Off Script: Better, faster, cheaper – how AI transforms the economics of customer service

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Becoming Fin: The story behind the name of our AI chatbot

      • The Ticket: Stacy Sherman on how to design customer experiences that drive loyalty

      • 4 ways to personalize your marketing messaging and boost engagement

      • The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      • The ultimate marketing technology stack

      • See all articles
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      • Listen to our podcasts

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  • Product & Design
    • Featured in Product & Design

      Beyond the AI hype: Understanding technological transformation with Benedict Evans

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Fin over email: How we built a multichannel AI agent

      • Meet Fin 2: Watch the launch of our next-generation AI Agent

      • Off Script: Designing the future with AI

      • Innovating with AI: The latest insights from SaaS companies leading the way

      • Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC

      • See all articles
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  • Engineering
    • Featured in Engineering

      Intercom for Enterprise - Infrastructure & Scale

      How our infrastructure scales alongside our customers

      Oran O'Dowd

      VP of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • Making the best of a bad situation: Lessons from an Intercom outage

      • How we scaled engineering enablement and infrastructure at Intercom

      • Evolving Intercom’s database infrastructure

      • 10 engineering lessons from 6 years at Intercom

      • Understanding AI: How we taught computers natural language

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

      Intercom’s 2024 in review

      Summer White

      Editor, Intercom

      Summer White
    • Editors picks

      • Announcing our latest guide: ‘The New Economics of Customer Service’

      • Off Script: Brian Eno and Stephen Fry take on AI

      • Fin 2: The first AI agent that delivers human-quality service

      • Fin 2: Powered by Anthropic’s Claude LLM

      • Pioneer 2024: Intercom’s first ever AI customer service summit, in summary

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • The Ticket

      Discover the future of customer service, support, and experience

    • Intercom on Product

      Lessons from our product leaders on building software in an AI-first world

    • See all podcasts
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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
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