Intercom, Inc.

AUGUST 25, 2021

We have achieved a great deal in the past decade – we have built a lot of great product , hired hundreds of wonderful people , and helped thousands of amazing companies form lasting relationships with their own customers. It’s in our nature to look forward, to focus on shipping , to keep innovating and providing value.

Customer Experience 220

Customer Experience Data Visualization Onboarding KPIs User Friction 220

Brian Balfour

JULY 12, 2017

For virality to be a high ceiling channel, a product at a minimum needs Quick Time To Value. Value prop of the product needs to be applicable to large percentage of a user's network (branching factor). To have product channel fit with paid marketing: Quick Time To Value - Users have less patience to find value when coming from an ad.

User Testing 90

User Testing Strategy Product Research Outbound 90

Brian Balfour

AUGUST 3, 2017

When you strip away all the outer layers, they all have essentially the same core product — a tool that lets you send and automate emails to your customers and audience. As a result they've differentiated their product on the things that enterprise customers care about: customization, security, and scale (that's their Market Product Fit).

Marketing 57

Marketing User Testing Outbound Reporting Tools 57