Product & Design 3 min read
The problem with data driven decisions
The mathematician searches around the lamppost on his hands and knees. “What are you looking for?” a bystander asks. “My…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
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…
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…