2012–2026
169 posts
2026 20
October 2026
September 2026
August 2026
- Announcing Evals and Releases: Evaluate Fin before, during, and after you go live
- The 9 best tools for your early-stage startup tech stack in 2026
July 2026
June 2026
- The new product introduction process: How to make sure your Agent is ready every time you ship
- Conversation design: How to make your AI Agent communicate like your team
- Salesforce signs definitive agreement to acquire Fin
- How to make the case for giving your AI Agent system access
- Extending Fin as the most open Agent platform
- Playing a different game
May 2026
- The ultimate guide to knowledge management for your Service Agent
- Speed-to-lead is a solved problem
- What really matters when evaluating AI Agents for customer service?
- How we develop pricing and packaging at Fin
- Ready for your busiest day: How we scale
- Agents can do the work
- Operator: A look under the hood
- Meet Operator: An Agent for your customer operations
2025 2
September 2025
February 2025
2023 1
March 2023
2022 1
May 2022
2021 6
November 2021
- Supercharge your learning with the 15-minute rule
- People leave managers, not companies – 4 ways to better support your team
October 2021
May 2021
March 2021
2020 3
October 2020
- 7 steps to creating better help center content
- Why conversational customer support is a key strategic investment
January 2020
2019 2
November 2019
February 2019
2018 2
April 2018
February 2018
2017 61
May 2017
- Great PMs don't spend their time on solutions
- Kim Scott on radical candor: the secret to helping your team do its best work
- Building better mock servers for mobile with Speakeasy
- Giving customer support a seat at the product table
- Why we're dropping the term "content marketing"
April 2017
- Airtable's Andrew Ofstad on maintaining simplicity at scale
- When a cupcake becomes a wedding cake
- 4 areas where designers need to get comfortable
- A design lesson 3.5 billion years in the making
- Intercom co-founder Des Traynor on starting up
- New book: Intercom on Starting Up
- What our data says about the best time to send messages
- Why messiness is a good thing for product teams
- Keeping information flowing as you grow
- How managers can keep their team on the same page
- Google's Golden Krishna on designing screenless experiences
- Spending money to make money in online advertising
- 7 questions to ask before messaging your customers for research
- The full stack design system
March 2017
- Quip's Edmond Lau on how to become a more effective engineer
- Are your future customers using another product?
- Podcasting: where content marketing meets the earbuds
- Lyft's Monal Chokshi on lightweight user research
- What voice UI is good for (and what it isn't)
- Why we sacrificed product capability for availability
- Design principles: what to do when nobody is using your feature
- Q&A: Can non-technical product managers be successful?
- Lessons in product management with Intercom's Colin Bentley and Brian Donohue
- Shipping code for designers, not just engineers
- Stripe's Everett Katigbak on how brand design supports product
- An introvert’s guide to collaboration
- How design thinking can inform data problems
- 4 strategies to increase user engagement
- What really defines a growth team?
February 2017
- Using Intercom to design Intercom
- Why sales and support should be friends, not foes
- Scott Belsky on the importance of your product's first mile
- Vanity metrics, the future, and 100,000 thank you's
- What energizes a product manager?
- An engineer's take on the theory of dominant design
- Mind the Product's Janna Bastow on building product roadmaps
- 6 weeks: why it's the Goldilocks of product timeframes
- Intercom's Jeff Gardner on keeping customer support personal at scale
- How to hire a great customer support rep
- Why voice bots will rule the chatbot landscape
- 7 reasons why messaging should mirror real conversations
- Customer support is an investment, not a cost
January 2017
- How to run 1 : 1 meetings that work for 2
- Supporting our Muslim sisters and brothers in tech
- Insights and lessons from some of the best people in product
- Finding your way from maker to manager
- How soon is now? Discovering the many jobs of language in design
- SMS is making everything old new again
- Tina Roth Eisenberg on turning side projects into startups
- The characteristics of modern customer support
- To perform at your best, focus on goals not tasks
- Edelman's Lucy Allen on PR for startups
- Bot names - what should you name yours?
- Turning amateur users into experts
- Product trends with Intercom's Paul Adams and Emmet Connolly
- Q&A: How to get better at public speaking
2016 64
December 2016
- Does your support team know more about your product than you do?
- 2016 on Inside Intercom
- Launch mode vs iterate mode
- Conversational commerce: 3 examples to validate the hype
- Autodesk's Maria Giudice on creating an experience-centered company
- 10 things I wish I knew as a UX research team of one
- Rethinking customer support automation
- Your customers have mastered emoji. Now it’s your turn.
- GV's Daniel Burka on design leadership
- What content can learn from product development
- Announcing Educate: what a knowledge base should be
- Successful customer onboarding never stops
- Building a startup within a startup
- Intercom's Hugh Durkin on the future of browsers, platforms and apps
November 2016
- Reduce churn by re-engaging your customers
- How I learned to stop worrying and love the target
- Staying connected to a company culture remotely
- Designing for the other side of the screen
- Your product is already obsolete
- Q&A: What books would you recommend to new entrepreneurs?
- InVision's Aarron Walter on design culture
- Opening up the power of Intercom's platform
- Day Zero: A new way to define customer success
- Basecamp's Chase Clemons on delivering better support
- Q&A: How do you decide what to write?
- Etsy engineering director Lara Hogan on public speaking
- Get the most out of your research with storytelling
October 2016
- Browsers, not apps, are the future of mobile
- Yesterday's signup flow won't work today
- Intercom’s Elizabeth McGuane on crafting a content strategy
- Does your onboarding look like an office directory?
- Wistia’s Jeff Vincent on solving customer problems
- Running productive design critiques
- Your phone is getting in your way
- Jared Spool on UX design
- How to use checklists to improve customer support
- Why the next generation of startups won’t build apps
- Understanding your users' mental model
September 2016
- Index Ventures' Ilya Fushman on growing products into platforms
- Q&A: How should product managers prioritize their time?
- The case for sales reps as project managers
- Samuel Hulick on building better onboarding
- Prioritizing product announcements in a SaaS world
- The killer feature of messaging no one’s talking about
- Intercom's Darragh Curran on scaling engineering
- New book: Intercom on Onboarding
- What SaaS companies can learn from shopping centers
- Engineering principles: make it reversible
- The golden mean of design and engineering
- Trello's Michael Pryor on building a mass-market product
August 2016
- What is a product manager and what do they do?
- In praise of editing
- Closing the gap between data and product development
- Val Head on interface animation
- When big meetings are better
- Q&A: How do you find your first 100 paying customers?
- Empathy: the key to better support content
- Not all good products make good businesses
- Critique the system, not the logo
- Building a cross-platform product
- Mule Design’s Erika Hall on interactive design and research
- The right way to challenge your competitors
- Announcing our third office – Chicago
July 2016
2012 7
July 2012
- Prioritising Features: Who'll Use It & How Often?
- All content is marketing
- Understanding distribution & conversion
June 2012
May 2012