The problems people encounter in their lives rarely change from generation to generation. The products they hire to solve these problems...

The most important tasks for any early stage startup are to write code and talk to users. When we started Intercom the latter was my job....

Design management can be a strange beast. On the one hand, you work your butt off to stack your team with the most creative, curious and...

I came to Intercom from a company with a culture of heavyweight engineering processes. It was a well-oiled machine with battle-tested and...

As a student of engineering you’re incentivized to write a lot and to read a lot. You’re expected to solve many well understood,...

A lot of people are surprised when I tell them that I had imposter syndrome at Intercom. I’d spent the previous 7 years at Google and...

When you analyze your company it’s easy to look at everything in its current state. What’s our biggest problem today? What’s our best...

One of the most expensive parts of running a startup isn’t the new feature you shipped that nobody used or the marketing experiment you...

On my way to becoming a product engineer with Intercom I took an unusual diversion for a few years – I became a professional cyclist. I...

David Ogilvy was one of the greatest ad men ever. His contributions to the marketing industry are incalculable. It’s hard to imagine a...

What is it that we as technologists are building and how can we make the community building it more inclusive? Entrepreneur, software...

We’ve just released a new book, Intercom on Starting Up. With the insane volume of startup literature already out there writing this book...

The difference between writing a joke and writing a story is the same as the difference between creating a product and creating a...

Choosing the correct pricing for your product is a daunting task – particularly if you’ve never priced anything before. But there are...

As a product designer creating digital experiences, it’s equally important to obsess over the physical ones too. Design and collaboration...

Startup literature is full of ardent advice on how to measure activation, engagement and how users are interacting with your product....

Process for a product team can be suffocating, or process can be liberating. And no process at all? Well that’s fun for maybe a week or...

No matter how great the product, poor support guarantees a bad experience. As the face of your company, your support team is on the front...

There’s no escaping the fact that supporting your customers costs money, but how much money can you afford to spend while optimizing for...

The relentless march of technological improvement means that by their very nature technology businesses fail. That’s why as founders,...