The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Nir Eyal's best-selling book "Hooked" explores how to design habit-forming products. In conversation with Intercom's Adam Risman, he explains how to create healthy habits, how to avoid bad ones, and what questions thoughtful product designers should be asking themselves as they make frequency improvements within their product. See Privacy Policy at https://art19.com/privacy and California Privacy...

In engineering, you want to move fast, ship often and solve real customer problems. Yet competition and the exponential rate of change in software push against that mission. Enter our philosophy of Run Less Software. 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 Archbold, Senior D...

As the CEO of Dribbble, a global community and invite-only platform for designers to share and find work, Zack Onisko faces a unique challenge: growing a gated product. In this conversation with Intercom Director of Brand Design Stewart Scott-Curran, Zack explains the similarities between how designers and growth marketers solve problems, why Dribbble has remained invite-only, how g...

As VP of Marketing and Growth at Duolingo, Gina Gotthilf played a key role in getting the app to more than 200 million users. And these aren’t just signups who’ve gone dark; Duolingo users complete 7 billion lessons each month. In a chat with Intercom's Adam Risman, Gina shares how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more. See...

Eric Siu has helped some of the biggest brands in tech, including Amazon, Lyft, Intuit and Salesforce, grow their revenue. Also the host of two podcasts – Marketing School and Growth Everywhere – using content to nurture and ultimately convert leads is Eric’s sweet spot. In this chat with Intercom's Adam Risman, Eric explains why content is a channel worthy of early investment, the tactics he sees...

Five years ago Brian Rothenberg joined Eventbrite to start its cross-functional growth team. Fast forward to today, and Eventbrite is the world's largest self-service event ticketing and registration platform. In conversation with Intercom's Adam Risman, Brian explains why a company’s mission and growth are inextricably linked, how he built momentum for Eventbrite’s growth team in its earliest day...

Will Larson has managed infrastructure teams for some of the biggest names in software. Today, he’s leading Foundation Engineering at Stripe, where his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. In this chat with Intercom engineering manager Todd Royal, Will shares how he keeps his team innovating, when to hire generalists vs. specialists, th...

As a former sales leader at LinkedIn and Sprinklr, Dan Swift has been up close and personal with driving high growth. Today with his company Empire Selling, Dan's helping B2B companies grow revenue and deepen customer relationships through digital and social selling training. In this episode, he breaks down the challenges and rewards of sales at high growth companies, the do's and don'ts of social...

A product designer at a growing company has two key constituents: their users and their business. In his recent post  “Subverted Design” , GitHub Senior Product Designer Joel Califa reminds us that if we gear too far to toward the latter, we can lose sight of our all-important users in the process. He joins Intercom's Adam Risman to talk about the root cause of subverted design, the shifting...

For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices. Related resources: Our book, Intercom on Onboarding The Onboardi...

Erika Hall, co-founder of Mule Design, returns to the Inside Intercom podcast fresh from authoring a new book, Conversational Design. As voice and chat interfaces mature, she discusses the connection between human conversation how designers should think about interaction and interface design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy...

In his 2017 keynote talk, "The User Experience of Design Systems", veteran designer, artist and educator Rune Madsen dissected not only the benefits of design systems, but also the overlooked negative consequences he sees in terms of how they’re being applied today. Specifically, are we now over-templatizing products in a way that benefits the builder, but not the user? Emmet Connolly, Director of...

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. That company, of course, is Slack, and in this conversation, Rachel shares why Slack needed to invest in growth marketing, where her team started, how they've partnered with Slack's rapidly sc...

In the first of a series of conversations with today's leading growth practitioners, we sit down with Siqi Chen, the former VP of Growth at Postmates. Siqi advocated for and founded the growth team at Postmates, and here he explains where his team found the low-hanging fruit in its earliest days, when being data-driven goes too far, the values that guided his growth team and much more. Siqi took a...

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 conversation with Intercom's Adam Risman, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the le...

From where to make your first marketing hire (and where they should get started) to when and how to use tactics like content or demand generation, we look back at our favorite marketing lessons and insights from past episodes. Guests include Des Traynor, Krithika Muthukumar, Joanna Wiebe, Sujan Patel, Lucy Allen, Everett Katigbak and Kristina Halvorson. If you find these lessons helpful, chec...

How will trends like voice UI, augmented reality and AI push product builders in 2018? Co-founder Des Traynor, VP of Product Paul Adams and Director of Product Design Emmet Connolly break down the buzzwords, discuss new roles the industry will hire for this year, and examine whether we've reached a point where software has become commoditized. See Privacy Policy at https://art19.com/privacy and Ca...

Hana Abaza, Head of Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

How did 2017 change the way we build product at Intercom? Co-founder Des Traynor chats with VP of Product Paul Adams and Director of Product Design Emmet Connolly about what each learned in the past year – including how shipping nearly 150 customer-facing product changes in a single year changed the way we work, the way our views on bots evolved after releasing our own, why we built our own design...

Melody Koh was the very first product hire and Head of Product at Blue Apron, where she helped grow its customer base and revenue 25x in 3.5 years. Now with NextView Ventures, she joins Intercom co-founder Des Traynor to share her lessons learned on leading a team at scale, collaboration and managing a product that's both physical and digital in nature. See Privacy Policy at https://art19.com/priv...

Somewhere between the media hype and command line interfaces, machine learning and AI do represent the opportunity to build better products. Fergal Reid, machine learning strategist at Intercom, chats with Des Traynor about what we can expect from this technology in the next few years, which realities are far away, and the considerations you must make if you choose to build in this space. See Priv...

Whether you’re at a brand-new startup, or launching a fresh offering under the umbrella of a name brand, you only get one chance to make a first impression with your product. Jenna Crane, product marketing lead for Dropbox Paper, shares why alignment with the product team from day one and a laser focus on user research are key to successfully bringing a new offering to market. See Privacy Policy a...

In 2017 the Inside Intercom World Tour visited 10 cities with 12 speakers, each sharing the toughest lessons they've learned in the six-plus years of building Intercom. Megan Sheridan, our Manager of Events, takes us behind the scenes and explains why we've invested so heavily in events as part of our marketing mix, how we measure their success, and the principles at play to get started. See Priva...

Shaun Clowes, VP of Product Management at Metromile and former Head of Growth at Atlassian, believes meaningful growth is fundamentally a product-related exercise. In this episode, he explains why activation is an ongoing challenge, shares his most successful retention strategies, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/priv...

Founded only six years ago in a small Midwestern college town, Zapier has built not only a workplace automation tool that connects with more than 800 apps, but also a profitable business. Co-founder and CEO Wade Foster explains how to market what appears like a technical product to non-technical users, why Zapier took a lean approach to fundraising, how and when to move your product upmarket, and...