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Intercom (www.intercom.com) is one place for every team in an internet business to communicate with customers, personally, at scale—on your website, inside web and mobile apps, and by email. We think a lot about product management, customer support, marketing, design and all the other things needed to build a great software company. Sometimes we share those thoughts on our blog and sometimes we share them in videos.

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Paul Adams on avoiding pendulum swings when problem-solving – Intercom World Tour 2017 (Jan 17th, 2019)

On the Intercom Lessons Learned World Tour 2017, Paul Adams, VP of Product, shares 5 stories about the lessons he has learned during his tenure. When building software products, what do we do when there's a problem? We know something’s broken, and we want to fix it. But in fixing it, we can over correct.

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Sabrina Gordon on growing customer support in a product-first company – Intercom World Tour 2017 (Jan 4th, 2019)

On the Intercom Lessons Learned World Tour 2017, Sabrina Gordon, Customer Support Manager at Intercom, talks about her top lessons learned as the Customer Support team has grown over the last few years.

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Sharon Moorhouse's 5 lessons learned from growing a support team – Intercom World Tour 2017 (Jan 4th, 2019)

On the Intercom Lessons Learned World Tour 2017, Sharon Moorhouse, Customer Support Manager at Intercom, talks about her top lessons learned as the Customer Support team has grown over the last few years.

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Sales career advice: How do you move from SDR to AE? (Dec 13th, 2018)

For most sales development reps (SDRs), the natural next step in your career is to move into an account executive (AE) role. But bridging the SDR to AE gap, and proving you’re ready for that next step can be a challenge.

In this video, Kate from the AE team shares a few tips for how she set herself up to succeed as an SDR and eventually, promoted.

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The power of payback periods (or how I almost failed my job interview) (Dec 3rd, 2018)

Brian Kotlyar, head of Demand Generation at Intercom, reveals the one interview question that left him stumped. He'll never forget to calculate 'payback periods' ever again.

Read more about payback periods at the Inside Intercom blog: https://inter.com/2FZ81Dy

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Intercom's Matt Hodges on lessons learned about marketing at a product-first company (Nov 22nd, 2018)

Product marketing is about getting people to understand not just what you're building, but why they should care about what you're building. Matt joined Intercom in 2014 and immediately saw the need to tell a better Intercom story, one that captures people's attention and motivates action. He shared his experiences at last year's Inside Intercom World Tour.

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The Next Chapter: Custom Bots (Oct 11th, 2018)

Increase lead conversion by up to 36% and supercharge your pipeline with Intercom's Custom Bots. You can create as many of these Custom Bots as you like, each with their own set of personalized paths.

As one of our product leaders Matt Hodges explains, Custom Bots are most powerful when you use them in conjunction with apps from Intercom's App Store, ensuring every lead has an actionable outcome.

Learn more: https://inter.com/2Ca6qY2

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The Next Chapter: Answer Bot (Oct 11th, 2018)

Answer Bot will fundamentally change the sales and support landscape. Using machine learning, it can instantly answer your customers’ questions before your sales and support team even see them, as Intercom's Matt Hodges explains.

Learn more: https://inter.com/2Ca6qY2

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Answer Bot by Intercom (Oct 11th, 2018)

Answer Bot by Intercom, the intelligent bot that automatically and instantly resolves your customers’ most common questions.

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The Next Chapter: The 3 choices every business faces when it comes to automation and bots (Oct 11th, 2018)

Businesses have three choices when it comes to conversational automation, as Intercom CEO Eoghan McCabe explains.

Businesses can choose to ignore bots and automation, see them as a box ticking exercise and use automation in a spammy way or embrace them at every stage of the customer lifecycle. The third option represents Intercom's next chapter.

Learn more: https://inter.com/2Ca6qY2

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Intercom: The Next Chapter keynote (Oct 11th, 2018)

The Next Chapter for Intercom is about enabling our customers to use bots to accelerate growth at every stage of the customer lifecycle. In this video Intercom CEO, Eoghan McCabe and product leader, Matt Hodges, share our vision for the future and the products we are building for it.

Learn more: https://inter.com/2Ca6qY2

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The messages your sales team should be sending to trialling leads (Sep 25th, 2018)

Quit spamming your leads with "just checking in" messages. Kate shares the 3 most effective messages our sales team sends, all through Intercom.

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How sales can make the most out of free trials (Sep 13th, 2018)

Don't hold your breath waiting for trial users to convert into loyal, paying customers. Here's 3 tips for sales teams to use targeted messaging to encourage adoption and help prospects find value– fast.

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Jeff Gardner on how to tell your company story - Intercom World Tour 2017 (Sep 6th, 2018)

On the Intercom Lessons Learned World Tour 2017, Jeff Gardner, former Director of Customer Support at Intercom, explain why compelling storytelling is crucial to starting and growing your company. The best stories will continue to inform your choices as your company grows and evolves.

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Emmet Connolly on designing in interesting times – Intercom World Tour 2017 (Aug 23rd, 2018)

On the Intercom Lessons Learned World Tour 2017, Emmet Connolly, Director of Product Design at Intercom, talks about the rapidly changing world and how growth leads to many unintended side effects. This causes things to get more complex and then break down. Can thinking in systems help us break out of this pattern?

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Intercom Custom Bots – introducing the next generation of bots (Aug 9th, 2018)

Join Paul Adams (VP Product) and Will Holden (SDR Manager) as they unveil a new kind of chatbot. Meet Intercom’s Custom Bots – accelerate the growth of your business by creating the perfect bot in minutes.

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Shoot sales videos without spending a penny (Aug 8th, 2018)

Personalize your sales messages at scale using videos – sent through in-app, email, live chat, etc. Here's 3 quick tips for shooting DIY sales videos without spending a penny.

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Des Traynor on lessons learned from scaling a team – Intercom World Tour 2017 (Jul 26th, 2018)

On the Intercom Lessons Learned World Tour 2017, Des Traynor, co-founder and CSO at Intercom, talks about scaling a team at a startup and growing a company. If you analyse any problem for long enough, it ends up sounding like a people problem. And it's usually your fault. That's what Des has learned most in the past 7 years at Intercom.

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Brian Donohue on marketing tension in product-first companies – Intercom World Tour 2017 (Jul 4th, 2018)

On the Intercom Lessons Learned World Tour 2017, Brian Donohue, Director of Product Management at Intercom, talks about the product-first approach and how it has become the better way of building a company. But, there’s a hidden arrogance inside that product-first mindset, and traps that await those who adopt it. Here’s how our product team at Intercom pulled us out of them.

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The one question every sales bot should ask (Jun 21st, 2018)

Learn how Intercom's bot, Operator, saves our sales team hours of time every week.

You can read more about Seb's story at https://inter.com/2yvkQSx

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