How you shape our product – this week on Inside Intercom

Hi there,

At Intercom, we believe great things can happen when you have a conversation, which is why customer feedback is a big deal to all of our teams. It's integral to what we do and how we build. So how does your feedback add up to the features and updates that we release?

Senior Product Education Producer Thomas Creighton de Farias sat down with Senior Director of Engineering Maria Gutierrez, Senior Product Researcher Jen Murphy, and Senior Product Manager Mathew Cropper this week to break down the process and share our collaborative way of working and how the customer voice remains central throughout the process – from initial feedback to a feature launch.

Just one example of how feedback contributes to our product can be seen in the story of how we redesigned our main product navigation – by carefully considering where customers were experiencing friction in the app, we were able to make the navigation much more intuitive, showing the power of feedback to shape progress.

From my couch to yours,

Messaging apps that help you understand and talk to your customers.

Intercom | 55 2nd St. | San Francisco, CA 94105

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