Customer Service 4 min read
Getting Insight Into Your Userbase
There are 3 types of data that every product manager or application owner should have easy access to: User Activity,…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Service 3 min read
Get To Know Your Users
It’s crucial for start-ups to know who uses their application and how. One of our goals with Intercom has been…
Customer Engagement 5 min read
Automated emails & customer respect
Today we launched automated emails in Intercom. A feature that evokes the old Spider-Man quote: “With great power comes great…
Product & Design 2 min read
Running Closed Betas: Which Users, and How Long?
A closed beta is an excellent feedback loop. It lets you see what works well in your application, and it…
Product & Design 1 min read
What’s in a Name?
Naming a product is difficult. Branding legend Marty Neumeier says that good product names have seven characteristics. They should be…
Customer Engagement 6 min read
Chinese Gloves and Total Addressable Markets
The total market for coffee in America is worth about eighteen billion dollars. That’s $18,000,000,000 if you like to see…
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…
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…