Inside Intercom

Emojis. We use them to add richness to online conversations, emphasize a point, and even create a sense of rapport with customers. On today's episode we're joined by Keith Broni, Editor in Chief at Emojipedia, Leslie O'Flahavan, writing trainer and coach and E-WRITE founder, Tomoko Yokoi, researcher and advisor in digital transformations at the IMD Business School in Switzerland and Karen Church, Intercom VP of Research & Data Science where together, they’ll talk about the evolution of emojis, recent trends in business messaging, and how organizations can use emojis to build better relationships with their customers. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode of Intercom on Product, Des Traynor, Co founder and Chief Strategy Officer, and Paul Adams, Chief Product Officer, sit down with our Director of Machine Learning, 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Following engineering stints at Google, Pulse and Medium – as both an IC and tech lead – Jean Hsu stepped away from the codebase to help coach others on how to navigate their own transition into management. In this conversation from our archives, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the leadership voids she sees in today's tech landscape. Jean is now VP of Engineering at Range. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Kinzen’s CEO Mark Little to talk about the evolution of journalism, the rise of misinformation, and what we can do to protect online communities from harmful content.

Today's guest is Sarah Dayan - a staff engineer at Algolia, a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API. Intercom Principle Engineer Brian Scanlan sat down to chat with Sarah about the many nuances, proficiencies, and expectations of a staff plus engineer role. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Janelle Estes is the author of User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences. In this episode, we sat down with Janelle to talk about the power of human insight, how to scale it throughout your organization, and its role in creating a culture of customer empathy. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week on the show, listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly. Intercom Staff Product Engineer Waheed El Miladi and Principle Product Designer Gustavs Cirulis join us to discuss how technical conservatism helps Intercom scale faster and how focusing on connected, modular systems help us address the right questions right away, increasing efficiency and reducing costs. You can read about these principles complete with diagrams here: https://www.intercom.com/blog/intercom-product-principles-be-technically-conservative/ https://www.intercom.com/blog/intercoms-product-principles-connected-modular-systems/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we sat down with Intercom VP EMEA of Sales Sanj Bhayro to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers. We're hiring: https://www.intercom.com/careers See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This month, we have passed the three million download mark for the podcast, and to celebrate this milestone, we've dived into the archive to bring you highlights from three of our most popular episodes:Rachel Hepworth, at the time the head of growth marketing at Slack, talks about starting a growth marketing team at a startup that had long relied on word of mouth for its growth;Andrew Chen, general partner at Andreessen Horowitz, chats about the changing landscape of customer acquisition, his “Law of Shitty Clickthroughs” and its effect on growth channels, and what we can learn from Dropbox and Uber;Intercom co-founder and Chief Strategy Officer Des Traynor and Chief Product Officer Paul Adams talk about our product principles. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, Intercom Chief Revenue Officer Leandra Fishman sat down to chat with Stripe's Head of Strategic Accounts for the Americas James Dyett - about the how of sales, building long-term partnerships through a customer-centric approach, and, speaking of partnerships, the launch of Intercom’s integration in the new Stripe App Marketplace, furthering our shared commitment to offer personalized, in-context support. Find out more about our Stripe integration here: https://www.intercom.com/blog/announcing-stripes-new-intercom-integration/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

For years, accessibility has hardly been a priority in the tech industry. But companies are finally starting to realize that designing services for all is a move where everyone wins. In today’s episode, we chat with Stark's CEO Cat Noone about building accessible products and the importance of software that doesn’t exclude by design. You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/starks-ceo-cat-noone-on-designing-accessible-products/ You can listen to our own story of accessibility with the Intercom Messenger Notification sound here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We sat down to talk to forms specialist Caroline Jarrett about her seven-step process for designing, running and reporting considerate surveys that get results and don’t bombard customers all the time. 9yBxRQBdDTJYXIBgCrPS See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The typical software selling strategy is dead. In a market where there is less and less time to influence customers’ decisions, can customer marketing help companies get ahead? In today’s episode, we chat with G2's CMO Amanda Malko about the trends she’s seeing in the industry, and how they’re affecting the way businesses operate. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

To celebrate this year’s Pride, we're sharing the experiences of our peers in the LGBTQI+ community, and their thoughts on allyship, advocacy, and finding spaces where they can truly be themselves. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Software only becomes valuable when it's delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently. On today's episode you’ll hear from Intercom product designer Charlotte Sferruzza about the importance of following design fundamentals and how it leaves space for innovation and engineering manager Martha Moniz on building better solutions by keeping it simple. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.