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    • Featured in Latest Articles

      Intercom Pioneer 2024 AI Customer Service Summit

      Announcing Pioneer, Intercom’s first ever AI customer service summit

      Megan Moon

      Director, Brand Activations, Intercom

      Megan Moon
    • Editors picks

      • Response Time: Vol. 33

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

      • The Ticket: How to lead your customer service team into the AI future

      • Response Time: Vol. 32

      • The Ticket: Strategies for getting executive buy-in to adopt AI-first CS

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

      Intercom Pioneer 2024 AI Customer Service Summit

      Announcing Pioneer, Intercom’s first ever AI customer service summit

      Megan Moon

      Director, Brand Activations, Intercom

      Megan Moon
    • Editors picks

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

      • The Ticket: Strategies for getting executive buy-in to adopt AI-first CS

      • Response Time: Vol. 31

      • Built For You: New AI-first releases for better, faster, more personalized support

      • The ultimate guide to knowledge management in the age of AI

      • See all articles
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  • AI & Automation
    • Featured in AI & Automation

      Intercom Off Script Episode 4 – VP of Product Design Emmet Connolly

      Off Script: Designing the future with AI

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

      • Off Script: Reinventing customer service with AI

      • Off Script: Into the future with AI-first Customer Service

      • There’s no going back – the new era of AI-first Customer Service has arrived

      • Introducing ‘Off Script’, a new series from Intercom

      • Intercom on Product: Product strategy in the age of AI

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

      The Ticket podcast Stacy Sherman

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

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • 4 ways to personalize your marketing messaging and boost engagement

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

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

      • The ultimate marketing technology stack

      • Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      • See all articles
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  • Product & Design
    • Featured in Product & Design

      Intercom Off Script Episode 4 – VP of Product Design Emmet Connolly

      Off Script: Designing the future with AI

      Davin O'Dwyer

      Senior Managing Editor, Intercom

      Davin O'Dwyer
    • Editors picks

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

      • Introducing ‘Off Script’, a new series from Intercom

      • Intercom on Product: The evolution of product management in the age of AI

      • Five key takeaways about AI product management

      • A new age of UX: Evolving your design approach for AI products

      • 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

      Senior Director of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • 10 engineering lessons from 6 years at Intercom

      • Understanding AI: How we taught computers natural language

      • Managing high availability at Intercom

      • Why Intercom is supporting the Embroider Initiative to update Ember

      • Intercom’s product principles: Shaping the solution to maximize customer value

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

      Intercom Pioneer 2024 AI Customer Service Summit

      Announcing Pioneer, Intercom’s first ever AI customer service summit

      Megan Moon

      Director, Brand Activations, Intercom

      Megan Moon
    • Editors picks

      • Built For You: New AI-first releases for better, faster, more personalized support

      • Introducing Fin AI Copilot: Increase agent efficiency by 31%

      • There’s no going back – the new era of AI-first Customer Service has arrived

      • The Ticket: How Fin AI Copilot changes the game for support teams

      • Intercom’s new and improved reporting features

      • See all articles
    • Watch and listen

      • Listen to our podcasts

      • Watch our videos

  • Podcasts
    • Intercom Off Script Episode 5 – President Archana Agrawal

      Customer Service 20 min watch

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

    • The Ticket Declan Ivory Bobby Stapleton

      Customer Service 20 min watch

      The Ticket: Strategies for getting executive buy-in to adopt AI-first CS

    • The Ticket Declan Ivory Bobby Stapleton

      Customer Service 23 min watch

      The Ticket: How to lead your customer service team into the AI future

    • See all podcasts
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  • About Intercom

Engineering

If shipping is your heartbeat, you're in the right place

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Engineering 5 min read

Shipping is your company’s heartbeat

Software only becomes valuable when you ship it to customers. Before then it’s just a costly accumulation of hard work and assumptions.

Darragh Curran

CTO, Intercom

Darragh Curran

Engineering 14 min watch

Striking the right balance between speed and safety

Software companies are always faced with the question of how to reach a happy medium between speed and safety –…

Maja Grubic

Product Engineer, Intercom

Maja Grubic

Engineering 6 min read

The difference between good and great engineers

You don’t design your engineering culture by writing blog posts or printing posters. It’s shaped by the people you hire,…

Darragh Curran

CTO, Intercom

Darragh Curran

Engineering 33 min listen

Atlassian’s Dom Price on scaling team culture

But as a startup grows, hires more people, builds more products and adds more customers, teams and the way they…

Adam Risman

Former Editor, Intercom

Adam Risman

Engineering 19 min read

Tracy Chou on startup engineering, inclusion and the liberal arts

What is it that we as technologists are building and how can we make the community building it more inclusive?…

Ingrid Epure

Former Software Engineer, Intercom

Ingrid Epure

Engineering 6 min read

Learn, unlearn and relearn: the changing face of your engineering career

In the not too distant past, a career in engineering was relatively straightforward. You studied one or more particular languages,…

Cathal Horan

Senior Machine Learning Engineer, Intercom

Cathal Horan

Engineering 6 min read

Grow your team by focusing on strengths not weaknesses

Getting the maximum impact from everyone on your team, and growing their potential for impact over time, is perhaps the…

David Lynch

Director, Engineering

David Lynch

Engineering 6 min read

Shipping fast with smaller steps

How do we know what features are useful? We don’t. It’s trial and error really. Some features work really well….

Brian White

Former Director of Engineering, Intercom

Brian White

Engineering 30 min listen

Honeycomb’s Charity Majors on operations engineering

If your startup is gaining traction, nothing will kill its momentum or the trust of your users quite like downtime. Availability is everything.

Ingrid Epure

Former Software Engineer, Intercom

Ingrid Epure
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