Inside Intercom - Great products feel effortless

Hey there,

Around six months ago our Senior Director of Product Management Brian Donohue finally took the plunge and sank a lot of cash into a second vacuum cleaner – a cordless one. It was a hard decision to justify because his vacuum worked perfectly fine, so it felt like an irrational purchase.

But everyone he knew who had one loved it, and there was something compelling about eliminating the minor hassle of moving while attached to a cord. So he went for it, and found himself vacuuming far more often.

The product lesson? Make something feel easier to do, and people will do it more often. It’s that old chestnut: reducing friction reliably translates to a good product. And a user’s subjective perception of friction is as important as any objective measure of “better” that you can think of.

On the blog this week, Brian talks about how we “removed the cord” on our Messenger by redesigning it with an embedded help center experience. You can dive into our product philosophy and latest release here.

To making things easier,

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

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

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