The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Turning your product into a platform that developers can build on is a great way to tap into new audiences and expand your market share. But that mean you should take the leap blindly, simply because it’s popular at the moment. In this compilation episode, we've collated some of the best industry advice on how to build a platform (and whether you even should).See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Like a sports franchise, a sales team should be both collaborative and competitive. But how do you build this dream team? That's the focus of Close.com CEO Steli Efti’s new book, The Startup Sales Playbook. He rejoins the podcast this week to share advice on hiring in sales and building a collaborative culture. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Gerry Scullion (Human Centred Design Network) joins Dee Reddy (Intercom) to look at human centred design. They explore what it means, why designers should care and how design teams can be a force for good.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Join Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they discuss their latest thoughts on how to build successful product at scale.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We're celebrating the launch of our new book Intercom on Sales. It's a deep dive into the many lessons we’ve learned about how selling works at scale, covering everything from hiring tactics to the needs of modern buyers to fundamental processes for forecasting and managing deals. So, we've delved into our podcast vaults to bring together a compilation of some of the best sales insights our guests have shared.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

At many companies, content designers and strategists are expected to be like Stretch Armstrong: with one hand on a product, the other hand touching another and fingers and toes splayed wide in an attempt to reach as many different products as possible.At Intercom, however, we’ve found that content professionals have the most success when they do less — but better.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Author and consultant, Jeff Gothelf, joins Intercom's Dee Reddy for a chat that ranged from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this week's Inside Intercom, Slack's Lane Collins chats to Kaitlin Petterson about their policy of 'radical convenience' and how Slack manages the customer experience as a product and how that experience should evolve as the business grows.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When you’re starting a company, it’s only natural to crave a roadmap. But although it’s inspiring to look at the paths other companies have successfully traveled, you also run the risk of ending up at the exact same destination.That’s why Brex’s CFO Michael Tannenbaum believes in breaking a few rules. He chats to Intercom's Tara Larson about knowing when to follow your intuition and driving the future evolution of a fintech disruptor.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode Des Traynor and Paul Adams discuss the principles upon which we've built our product, and indeed our business, here at Intercom. They talk about the value of having a clearly defined set of principles and how they can become the foundation for cohesive decision making.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Developing software is a tough, complicated task. But as companies strive to become more agile and innovative, DevOps is gaining an increasingly important seat at the table.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Michael Redbord, General Manager for HubSpot’s Service Hub, sits down with Intercom's Kaitlin Pettersen to discuss how a billion dollar company like Hubspot apply that human touch in every customer support interaction. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Josh Seiden, author of the new book Outcomes Over Output, joins the Intercom podcast to discuss why focusing on outcomes instead of outputs has become a rallying call for product teams today.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When it comes to platform marketing, Ceci Stallsmith’s experience is unparalleled, having worked at Box as part of their first platform team before later joining Slack in 2015 to found the platform marketing team there. Our Group Product Marketing Manager Jasmine Jaume speaks with Ceci about building a winning platform marketing strategy that delivers value for both developers and end-users alike. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As part of our exploration of product platforms, we’re revisiting an insightful conversation we had awhile back with Jeetu Patel, the seasoned Chief Product Officer and Chief Strategy Officer at Box. Box is a prime example of a company that has successfully transformed their product into a platform and through that process, grow their business exponentially. Jeetu shares what made Box evolve into a platform in the first place and what you need to provide to help developers be successful with your platform.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Apps and integrations are critical for up-and-coming products looking to expand their reach. Predictive analytics tool MadKudu has capitalized on this strategy to grow their business with mid-market and enterprise customers. So we sat down with their Head of Marketing, Liam Boogar-Azoulay, to discuss how they embarked on this strategy and his advice for other teams thinking about building apps for their product. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the second episode of this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss how to harness the power of feedback to shape your product roadmap.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week our Director of Product Management, Paige Costello, talks with Deepa Subramanian, CEO of Wootric, about the critical points of the user experience that companies need to measure, how Wootric's been able to apply machine learning to their platform and what it means to be a customer-led product team.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We recently launched Product Tours, a simple tool to help teams create great user onboarding experiences. But the story of how this product came about is anything but simple. In this episode, our Product Education lead Phil Byrne, Director of Product Management Brian Donohue and Senior Product Manager Patrick Andrews talk about issues they had to address to build a compelling product and validate product market fit. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The rise of the Big 3 - Amazon, Google and Facebook - means that the way we find and consume information is ever-changing. This has deep impact on the way people discover and make purchase decisions. For our final episode of Scale, we talk with HubSpot's VP of Marketing Meghan Keaney Anderson on how marketers should adapt their customer acquisition strategies in the age of the internet.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

From Instagram to Instacart, Bangaly Kaba's seen what it takes to grow a billion dollar business. The Instacart VP of Growth explains how exponential business growth starts with a fundamental understanding of your customers and a patient approach to monetization.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This special episode of Inside Intercom sees the launch of a brand new podcast series, Intercom on Product, where co-founder Des Traynor and SVP of Product Paul Adams discuss their latest thoughts on how to build successful products. If you're a designer, product manager, engineer, researcher or anything in between, this series is for you.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Growth has become, in essence, the primary measure of a startup’s success. But can you grow too fast? On this week's episode of the Scale podcast, we asked Tara Bryant, SVP of Sales @pipedrive, how she manages the challenges of scaling. Throughout her career, she’s increased sales by 100% or more year over year at fast-paced, high-volume organizations. She’s seen both the triumph and folly of meteoric expansion, and she joined the Scale podcast to share her insights about how to grow sustainably.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week, we've got a special bonus episode with Rick Nucci, who's founded not just one, but two, successful companies, Boomi and Guru. He speaks with Intercom's Kaitlin Pettersen about the direction of automation trends in the subscription industry, why it's shortsighted to view your support and success teams as cost centers and how knowledge gaps cripple team collaboration as you scale.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Building a company is hard enough, but what if there's no clear market to launch into or no incumbent to disrupt? That's the situation Gainsight CMO Anthony Kennada found himself in when he joined the company that would become Gainsight in 2013. There was no playbook for category creation, so they built their own—and catapulted Gainsight into one of the fastest growing private companies in the world. On this episode of Scale, Anthony joined us for an open and honest look into their playbook for building the Customer Success category: the needle movers, the mistakes, and everything in betweenSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Six years ago, Segment were just four engineers sitting in an apartment on Russian Hill in San Francisco. They had a great product, a few hundred customers but there was a problem – they had just 6 months of runway. This week on Scale, we sat down with Segment's VP of Marketing, Hollie Wegman, to get a behind the scenes look at how marketing helped them grow to a $1.5 billion dollar valuation.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The fastest growing software companies in recent years all have something in common – they started with little to no sales team. But what they've also discovered is that viral growth will only get you so far. On this episode of Scale, we talked to Jeanne de Witte, Head of North America Revenue & Growth at Stripe, on how she introduced formal sales into a company where it had never existed before, and scaled that team to over a billion in revenue.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

“The CMO has the shortest tenure in the C suite and that's because it's not as well defined as it should be.”Over the course of her 20-year career in marketing, Heather Zynczak knows a thing or two about what makes a successful CMO, and what doesn't. She joined the Scale podcast to share the blueprint for what it takes to be a great marketing leader at a hypergrowth company today.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of Scale, we're diving deep into one of the most remarkable stories in software over the past decade – how Atlassian grew into a $20 billion dollar company without a formal sales team. So how did they do it? We sat down with Jay Simons, President of Atlassian, to get an inside look at their unique high-velocity low-touch sales model and whether it's right (or wrong) for your business. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Welcome to Scale, a brand new podcast from Inside Intercom. We're going behind the scenes with today's fastest growing companies to find out how they did it. Up first, we sat down with Leela Srinivasan, the CMO at Survey Monkey. Leela has seen hypergrowth first hand at companies like LinkedIn, Lever and now Survey Monkey and she joined the podcast to tell us why hyper-growth shouldn’t blind you to what’s really important - the customer.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week, we’re revisiting one of our most popular episodes of the past year, and it’s all about user onboarding. For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Kieran Flanagan joined HubSpot in 2013 with the mandate to grow the company internationally. Now, as VP of Marketing and Growth, he’s developed a product-led growth strategy that’s resulted in 100% of the company’s revenue coming from demand generation. Kieran speaks to Intercom’s Amanda Connolly about everything from how to determine when product-led growth is right for your company to measuring growth with your North Star metric.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ryan Bonnici thinks the process of converting leads has gained a sleazy reputation in the B2B world. Hear what he thinks authentic selling looks like in an age when customers are more educated than ever and how brands can move from being transactional to being a trusted partner. Ryan also shares the steps he's taken to build up marketing at G2.com and the lessons he's been learning.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Startup growth is on our minds, so this week, we're bringing back a popular episode from our archives: our interview with Rachel Hepworth who leads growth marketing at Slack. Her team oversees the full marketing funnel, from demand generation to product marketing, customer activation, expansion and monetization. And many of the strategies she shared are ones that apply directly to any startup looking to scale.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Coda have set out reimagine documents, spreadsheets, and apps in a way that undoes 40 years of blind fealty to Microsoft Office and its predecessors. Intercom's Matt Hodges sits down with Coda CEO Shishir Mehrotra to find out more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

What gets you to your first $50 million is not what’s going to get you to $100 million. You've got to constantly review your ideal customer profile, positioning and sales strategies. In today's episode, we'll hear from leaders like Des Traynor, April Dunford, Doug Landis, Steli Efti, and Sydney Sloan speak to those topics and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Becoming a platform doesn’t happen overnight. Nobody knows this better than who Mike Kreaden who has spent close to 20 years building the Salesforce ecosystem. He joined the Inside Intercom podcast to discuss knowing when it’s the right time to become a platform, and why a true platform is one that focuses on developer success.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As Intercom grew from 15 people to over 500, our VP of Product Paul Adams started to notice a pattern in the product and team issues he was dealing with. The pattern was this: You realize something’s broken, you try to fix it, you over-correct, and finally you find balance. Paul shares how he tried to break this pattern at the 2017 Inside Intercom World Tour. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what's on the horizon for bots, messengers and apps in 2019.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what they've learned this year about scaling a product and a team. They talk about the fundamentals of a sound product strategy, the importance of listening to your unmet customer, and the qualities they look for in new hires at this stage of growth. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Sujan Patel – a serial entrepreneur and industry leader – is no stranger to finding the cutting edge in growth. He sits down with Intercom's Dustin Crawford to chat about the rise of chatbots, the most effective ways he’s seen them being used, and where he thinks the future of automation is headed.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We sat down with Julien Codorniou, VP for Workplace by Facebook, to get a behind the scenes look into running a startup inside of Facebook, how they're building a less disruptive communication platform, and how they're reinventing the B2B sales and marketing playbook.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ambient Strategy‘s April Dunford joins Intercom's Geoffrey Keating at the SaaStock conference in Dublin to discuss the ins and outs of positioning your product, why you should avoid marketing pixie dust, and how to stand out in a crowded spaceSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Patrick Campbell, CEO of ProfitWell, talks to Intercom's Geoffrey Keating about why he left his job as an economist at the NSA to start building software, the density of marketing channels today (and how to break through the noise) and the biggest pitfalls to avoid when pricing your product.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Product marketing is about getting people to understand not just what you're building, but why they should care about what you're building. Matt joined Intercom in 2014 and immediately saw the need to tell a better Intercom story, one that captures people's attention and motivates action. He shared his experiences at last year's Inside Intercom World Tour.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Meagen Eisenberg, CMO at Mongo DB, discusses the most important hires every marketing team needs, what B2B marketers can learn from the consumer world, and the must-have marketing technologies for your business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When products change rapidly to keep up with an evolving market, how can customer support teams keep up? At the Inside Intercom World Tour last year, Intercom's Customer Support Manager Sabrina Gordon shared best practices for keeping customers happy -- even when you have to say no to their feature requests. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Matrix Partners' David Skok joins the Inside Intercom podcast to discuss why metrics are so important to SaaS companies today, what he looks for in early stage investments and why product-market fit is only one part of the puzzle.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Many teams think product growth will come once they find product market fit. At the Intercom World Tour last year, Group Product Marketing Manager Greg Davis explained why product market fit wouldn't protect you from encroaching competition or guarantee a flood of new customers.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.