Intercom, Inc.

MAY 11, 2022

At Intercom, keeping it simple means being deliberate about getting things into our customers’ hands in the most straightforward way. We often fall into the trap of assuming that the more complex a product, the more powerful it is. We’re deliberate about the trade-offs we make. Simplicity means we build great products, fast.

Engineering 145

Engineering Start-ups Innovation Technology 145

Intercom, Inc.

NOVEMBER 2, 2021

Is the problem really that half of the people couldn’t learn or care about their new job? I’ve led teams of engineers for almost a decade but when I look back at my own management career I regularly thought I was a “good manager”, at times even a great one. The common denominator isn’t the 46% of employees. It’s the managers.

Engineering 291

Engineering Construction Sports 291

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. I’ve been a Product Engineer at Intercom for just over two years. Joining Intercom.

Engineering 118

Engineering Start-ups Technology Technology 118

Uniphore

JANUARY 4, 2022

Be the first to learn about the latest innovations in automation, conversational AI and emotion intelligence. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise. Conversational AI Platform. U-Self Serve. Case Studies.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Intercom, Inc.

APRIL 8, 2020

We’d like to share some insights from what we’ve learned so far about software delivery and operations over the past few weeks of working from home during COVID-19 , and how we as an engineering team have adjusted to this unprecedented, unpredictable situation. New situation, new processes? What do we need to change?

Engineering 223

Engineering Start-ups 223

Intercom, Inc.

SEPTEMBER 6, 2022

This is the seventh post in a series exploring our product principles. Here, Aidan discusses our engineering principle “Build in small steps”. Which customers experience the change: We rely on feature flags to validate changes in production and incrementally release them to customers. No one gets it right all the time.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom, Inc.

SEPTEMBER 3, 2020

Taking part in the panel are: Thomas Creighton de Farias – Senior Product Education Producer. Mathew Cropper – Senior Product Manager. Jen Murphy – Senior Product Researcher. Maria Gutierrez – Senior Director of Engineering. I work with designers and engineers on our mobile SDKs.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Intercom, Inc.

JULY 14, 2021

As a principal engineer, you can effectively be operating as a team of one – and that makes it a little trickier to manage your time. . At Intercom, we believe that a principal engineer should “set goals autonomously and at the level of scope and ambition usually associated with a team.” Business and product strategy.

Engineering 151

Engineering Start-ups Technology Technology 151

Intercom, Inc.

JUNE 9, 2022

Over the last 10 years, we’ve worked hard to develop and iterate on our product principles to codify our approach to decision-making, which has allowed us to consistently build great products at scale. Every so often, we love to take a look at Intercom’s product principles with the brand editor, Niamh O’Connor.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Zendesk

MARCH 16, 2022

Depending on the products, region, and size of a company, a business may require sales experts with different specialties. In 2021, Americans spent nearly $487 billion on technological products and services (a 7.5 This is where a sales engineer comes in. Sales engineer definition. Typical sales engineer career path.

Engineering 98

Engineering Sales B2B Education 98

Intercom, Inc.

MARCH 15, 2018

As a startup scales, the importance of infrastructure engineers simply can’t be overstated. They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. One of the blog posts was about this Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

JULY 17, 2021

Meet Serena Fritsch, Product Engineer at our Dublin office. Serena joined us six years ago and has become an integral part of the engineering team. We chatted to her about why she chose Intercom, her dreams, and her advice for women looking to get into engineering. Did you know you always wanted to be an engineer?

Engineering 129

Engineering Technology Technology 129

Intercom, Inc.

NOVEMBER 17, 2020

At Intercom, we are highly focused on delivering products that actually solve problems for customers. That intense focus means we are careful not to spend precious time and resources over-engineering our solutions. So late in 2018, a few engineers within our infrastructure group decided to do something a little bit different.

Engineering 151

Engineering Start-ups Construction Technology 151

Intercom, Inc.

APRIL 6, 2020

People before product and profit. At Intercom we firmly believe that people are the most important thing – your product and ultimately profits will follow if you get the people thing right. I’m kicking things off by sharing some pieces that have helped me (hopefully) get better at managing people.

Engineering 181

Engineering Entertainment 181

Intercom, Inc.

JULY 23, 2019

. “Everyone who works on our product inherits the three top-level principles and then also the principles appropriate to their domain” We have three top-level principles for how we build software, five product design principles, and five engineering principles. Product design principles. Shape the solution.

Engineering 221

Engineering Start-ups Technology Technology 221

Intercom, Inc.

SEPTEMBER 9, 2022

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down with Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Intercom, Inc.

MARCH 3, 2021

There are many ingredients involved in successfully building a great product, but fundamentally it all boils down to a series of decisions. That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved upon. Vagueness on accountability.

Engineering 260

Engineering 260

Intercom, Inc.

JUNE 16, 2021

It’s not about where you are, it’s about where you’re headed, and how fast you’re getting there. Creating a product company requires an upfront investment of time and money and gives you a limited window to either break even or show enough evidence of growth to secure funding. Assessing product quality.

Engineering 265

Engineering 265

Intercom, Inc.

AUGUST 28, 2020

Product launches go smoothly, teammates have and resolve healthy conflicts naturally, and even big challenges are viewed as opportunities to improve and grow. During my experience as an Engineering Manager, I’ve learned a lot of lessons about how to build engaged teams (as well as how not to build them!).

Engineering 222

Engineering Start-ups 222

Intercom, Inc.

FEBRUARY 22, 2022

Intercom, we think deeply about how to deliver the safest, most secure experience possible for our customers and their customers. . We’re committed to meeting the highest standards of security to protect our customers’ trust and love for our product. Investing significantly in safeguarding our customers’ trust.

Compliance 118

Compliance Engineering Education Government 118

Intercom, Inc.

FEBRUARY 26, 2018

by Rich Archbold, Senior Director of Engineering at Intercom. We are all in a battle, multiple battles in fact, with a lot at stake: whether it’s the fate of the company we work for or for the product that we build. When I say “execute”, I don’t simply mean the engineering challenges of building something. The talent.

Engineering 224

Engineering Technology Technology Innovation 224

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Agents typically know about issues before managers do.

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Intercom, Inc.

JANUARY 27, 2022

Here’s the thing about Women in Tech. From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing. Lily Beauvilliers , Product Engineer.

Engineering 138

Engineering Start-ups Technology Technology 138

Intercom, Inc.

MAY 29, 2018

Those unfamiliar with what product engineers do could be forgiven for assuming that it’s all broadly the same job. The shift from one type of job to another has highlighted for me the stark differences between different engineering disciplines. Being a Consultant Engineer.

Engineering 169

Engineering Technology Technology 169

Intercom, Inc.

MAY 19, 2021

As Intercom’s product matured, our product teams needed to expand the depth and breadth of their technology expertise in order to support the features we were building for our customers. Our product teams were being slowed down and our operational health was taking a hit. Widening the circle of ownership.

Technology 216

Technology Technology Engineering Start-ups 216

Intercom, Inc.

JUNE 15, 2022

We’re excited to sponsor a new equity, diversity, and inclusion scholarship for students of the University of Limerick’s Immersive Software Engineering (ISE) course – valued at €10,000. Software engineering will play a crucial role in the future of business, society, and even our planet. Investing in education. Practical experience.

Engineering 104

Engineering Education Innovation Technology 104

Intercom, Inc.

APRIL 13, 2021

Our product engineers are empowered to build great features, fast. Every product team is burdened by the effort required to evolve and maintain complex infrastructure that powers their features. All three, and security patching especially, occur frequently and so are very time expensive to perform for a product team.

Engineering 249

Engineering Start-ups Technology Technology 249

Intercom, Inc.

JULY 28, 2022

In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers. Attract and develop talent and invest in supporting resources like onboarding, sales enablement, and sales engineering. Thanks very much, Liam.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich: Today I’m the Senior Director for Foundations Engineering at Intercom.

Engineering 192

Engineering Technology Technology Start-ups 192

Intercom, Inc.

FEBRUARY 28, 2018

Over the past year we have introduced new products, like our bot Operator and our live chat solution for sales and marketing teams, and new levels of automation and intelligence to help do this. That is why we are so excited to announce we are doubling the size of the Product teams at Intercom over the next 18 months.

Engineering 195

Engineering Machine Learning Innovation Sales 195

Intercom, Inc.

FEBRUARY 16, 2018

I was curious to see how the company ensures that every new engineer has the opportunity to do the best job of their career, and how that would translate to my personal growth and everyday life in Intercom. Making an impact as an engineer. During those early weeks, I felt productive and impactful in my new role.

Engineering 177

Engineering Technology Technology Education 177

Intercom, Inc.

JUNE 10, 2020

Let’s talk about that trickiest of subjects: Product Judgment. Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them.

B2B 291

B2B Engineering Start-ups Transportation 291

Intercom, Inc.

APRIL 15, 2019

One of the product design principles we have at Intercom is “What you ship is what matters.” It’s a fundamental question that every product designer needs to ask themselves. I ship a product.”. “I But this design-centric perspective is limiting , as our SVP of Product Paul Adams explained in this great talk.

Engineering 200

Engineering Sales 200

Intercom, Inc.

JUNE 29, 2018

There is something unique about the joy of being on a high-functioning, high-achieving team – and that goes as much for a sporting team as a professional one. However, we rarely stop to think about the deeper parallels between the two spheres. Preparation and analysis. When at training, I put my heart and soul into every drill.

Sports 212

Sports Engineering Construction Gaming 212

Shep Hyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Creating the customer journey is not about a sales funnel. It is about organizing behavior and helping customers reach their goals. Creating Customers for Life.

Engineering 135

Engineering Sales Customer Service 135

Intercom, Inc.

DECEMBER 1, 2022

Principles tell us where we should focus, how we make decisions and move forward as a team, and help us consistently build great products at scale. For starters, our Product Designer, Eugenia Ortiz , explains why designers should take ownership of what they ship , even after launch.

Engineering 118

Engineering 118