Scaling strategically – this week on Inside Intercom

Hey there,

This month, Intercom turns 10. In that time, we’ve gone from a few founders with an "aha" moment to over 700 people across five global offices. So it’s safe to say that we’ve learned a few things about growth over the past decade.

In our latest episode of Intercom on Product, our co-founder and Chief Strategy Officer Des Traynor talks to Paul Adams, our SVP of Product, about some of the lessons we’ve learned about maintaining momentum as we scale. As a startup, speed is of the essence, so how do you ensure that the added complexity that comes with growth doesn’t slow you down?

It can be a tricky balancing act, but a lot of it comes down to knowing what matters to you and prioritizing it accordingly. That means cutting the crap (meetings about meetings, anybody?) but never sacrificing on what’s actually important: providing constant value to your customers.

After all, there are some things that are non-negotiable, and delivering an exceptional customer experience is one of them. That’s why you need to be as strategic about scaling your customer support as you are about shipping new features.

As Des says, “It’s a lot harder to increase momentum once you’ve slowed down.” So now is the time to develop best practices that can grow with you – and help you to grow – so you can ultimately go further, faster.

Cancel that meeting,

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Intercom is the world's first Conversational Relationship Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.