Intercom, every mention
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tap a year for its mentions
every year anyone Lenny Rachitsky 61Paul Adams 35Eoghan McCabe 24Bob Moesta 11Madhavan Ramanujam 6Jason Lemkin 2Claire Butler 2Teresa Torres 1Sean Ellis 1John Cutler 1
Verbatim, from the transcripts: the passages where Intercom comes up
OpenAI’s head of platform engineering on the next 12-24 months of AI | Sherwin Wu
- ▶ 1:53 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom get a deep understanding of how AI is providing value to their developers and what impact AI is having on engineering productivity.
Marc Andreessen: The real AI boom hasn’t even started yet
- ▶ 3:24 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom
How a Meta PM ships products without ever writing code | Zevi Arnovitz
- ▶ 4:30 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom
How to show up in any room with a low heart rate: Silicon Valley’s missing etiquette playbook
- ▶ 3:59 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom get a deep understanding of how AI is providing value to their developers and what impact AI is having on engineering productivity.
“I like being scared”: Molly Graham’s frameworks for rapid career growth | Molly Graham
- ▶ 3:24 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom get a deep understanding of how AI is providing value to their developers and what impact AI is having on engineering productivity.
We replaced our sales team with 20 AI agents—here’s what happened next | Jason Lemkin (SaaStr)
- ▶ 3:15 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom,
- ▶ 32:10 Jason Lemkin And we used to use prefin intercom 2 times in the scene
“Dumbest idea I’ve heard” to $100M ARR: Inside the rise of Gamma | Grant Lee (co-founder)
From managing people to managing AI: The leadership skills everyone needs now | Julie Zhuo
- ▶ 4:58 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom
The ultimate guide to AEO: How to get ChatGPT to recommend your product | Ethan Smith (Graphite)
- ▶ 1:02:55 Lenny Rachitsky Are there any help desk, uh, I don't know, system software that are just making this easier yet, or you think that's an opportunity for, say, Zendesk or Intercom?
$46B of hard truths: Why founders fail and why you need to run toward fear | Ben Horowitz (a16z)
- ▶ 3:01 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom
How we restructured Airtable's entire org for AI | Howie Liu (co-founder and CEO)
- ▶ 3:47 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom
How 80,000 companies build with AI: Products as organisms and the death of org charts | Asha Sharma
- ▶ 3:58 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom get a deep understanding of how AI is providing value to their developers and what impact AI is having on engineering productivity.
How Intercom rose from the ashes by betting everything on AI | Eoghan McCabe (founder and CEO)
- ▶ 1:36 Lenny Rachitsky The story of Intercom's transformation into FIN is incredible. 4 times in the scene
- ▶ 5:11 Lenny Rachitsky You have done something quite extraordinary with Intercom. 7 times in the scene
- ▶ 7:24 Eoghan McCabe It was already in the hundreds of millions, Anticomis. 2 times in the scene
- ▶ 10:07 Eoghan McCabe We and I were very lucky in that we had an AI group already. 6 times in the scene
- ▶ 12:35 Lenny Rachitsky Something I heard from someone that worked at Intercom, correct me if this is not correct, you've always been very anti-bot in the customer support business because it just, you didn't like how impersonal it was, it just didn't feel like…
- ▶ 16:31 Lenny Rachitsky For example, I once had a Twitter poll or a survey on my newsletter, just like, what products do you pay the most for all your SaaS products in Intercom? 8 times in the scene
- ▶ 20:08 Eoghan McCabe It was the combination of the company being older, us all, me and the founders being impatient. 10 times in the scene
- ▶ 35:31 Eoghan McCabe They're not going to be happy in a company like Intercom or Coinbase or any of these strong organizations.
- ▶ 39:46 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom
- ▶ 47:34 Eoghan McCabe I've met thousands of people that have worked at the intercom, a broad range of talents, people who they might not describe themselves as particularly high IQ.
- ▶ 58:17 Lenny Rachitsky I met you a long time ago randomly at a party when you were just starting Intercom.
- ▶ 1:04:59 Lenny Rachitsky Intercom has come in number one across this research next to like Palantir and Stripe, Revolut. 6 times in the scene
- ▶ 1:11:32 Eoghan McCabe To make sure that people understand that Intercom is a fundamentally different type of late stage company. 4 times in the scene
Why ChatGPT will be the next big growth channel (and how to capitalize on it) | Brian Balfour
- ▶ 2:56 Lenny Rachitsky With DX, companies like Dropbox, Booking.com, Adyen, and Intercom get a deep understanding of how AI is providing value to their developers and what impact AI is having on engineering productivity.
Pricing your AI product: Lessons from 400+ companies and 50 unicorns | Madhavan Ramanujam
- ▶ 42:37 Madhavan Ramanujam You know, intercom for fin, uh, what they actually do is they charge based on an AI resolution.
- ▶ 48:32 Madhavan Ramanujam I mean, and, uh, and a good case for that is the, you know, Fin product from Intercom because traditionally 5 times in the scene
Anthropic co-founder: AGI predictions, leaving OpenAI, what keeps him up at night | Ben Mann
Mercado Libre: 18k engineers, 30k deploys a day, & their own fleet of planes | Sebastian Barrios
- ▶ 27:31 Lenny Rachitsky Uh, I haven't had Intercom on yet, but the co-founder's coming on soon. 2 times in the scene
Unconventional product lessons from Binance, N26, Google, more | Mayur Kamat (CPO at N26)
- ▶ 56:29 Lenny Rachitsky So like, and then Intercom, I think technically, so Intercom was number one on this list of companies that produced the best PMs. 3 times in the scene
How Revolut trains world-class PMs: The “Local CEO” model, raw intellect & building wow products
- ▶ 1:07 Lenny Rachitsky Not only was it last valued at over sixty billion dollars, but in the research that I've been doing into which companies hire and incubate the best product managers, Revolut was right at the top alongside Palantir and Intercom.
- ▶ 4:18 Lenny Rachitsky You guys, Revolut, Palantir, and Intercom.
How Palantir built the ultimate founder factory | Nabeel S. Qureshi (founder, writer, ex-Palantir)
- ▶ 5:46 Lenny Rachitsky 30% of PMs that leave Palantir start a company, and that's like, and number two is number, is 18%, and that's Intercom.
Seth Godin's best tactics for building remarkable products, strategies, brands and more
- ▶ 16:11 Lenny Rachitsky Actually the co-founder of Intercom asked this question and it kind of echoes what many people are wondering.
The original growth hacker reveals his secrets | Sean Ellis (author of “Hacking Growth”)
- ▶ 37:02 Sean Ellis So at Bounce, for example, um, they, they had already intercom in place that had just introduced surveying, but it was kind of a really crappy customer experience on, on at least at that time.
Failure
- ▶ 8:04 Lenny Rachitsky Next up, Paul Adams, chief product officer at Intercom, sharing the nightmare experience of freezing on stage in front of thousands of people, having to walk off stage, and then people hearing him curse because the mic was still on, and…
- ▶ 16:32 Paul Adams I, I, I failed a ton of times, like at intercom. 6 times in the scene
My favorite interview questions from 100+ guests
- ▶ 19:47 Lenny Rachitsky Our final interview question is actually advice for doing reference calls, which comes after finding someone great through your interview process, and this comes from Paul Adams, Chief Product Officer at Intercom, with his killer Irish…
What AI means for your product strategy | Paul Adams (CPO of Intercom)
- ▶ 0:54 Lenny Rachitsky Paul is chief product officer at Intercom, a role that he's held for over 10 years. 2 times in the scene
- ▶ 13:11 Paul Adams I, I, I failed a ton of times, like at intercom. 6 times in the scene
- ▶ 15:17 Lenny Rachitsky Speaking of taking big bets and going all in, I know there's been a huge shift at Intercom.
- ▶ 23:34 Lenny Rachitsky Is there an example of that at Intercom or a different company of, here's a problem we're trying to solve. 4 times in the scene
- ▶ 26:27 Paul Adams So Finn is now also in our Intergram inbox, the place that people answer queries, customer support queries, and now Finn's in there too, helping the support reps, like suggesting answers for them to use, or helping them like rephrase… 3 times in the scene
- ▶ 30:21 Paul Adams Like here at Intercom, we have a kind of a one to five ratio.
- ▶ 35:48 Paul Adams Uh, the, you know, our, our kind of like ML team's way bigger than it was and way bigger than it ever has been at Intercom. 3 times in the scene
- ▶ 43:01 Paul Adams Like any company, Intercom is full of diverse opinions about things, you know, and I think with AI,
- ▶ 56:44 Paul Adams And again, a mistake with Intercom maybe over the years is that we were much more attracted to the differentiation and built a lot of that. 7 times in the scene
- ▶ 58:14 Paul Adams They're like, this Intercom thing, we were like Messenger first, modern messaging, and modern UX.
- ▶ 1:00:36 Paul Adams We were, you know, we're on this kind of like high growth trajectory, really kind of good classic startup, uh, 3 times in the scene
- ▶ 1:11:32 Paul Adams I was saying earlier that like Owen and Dad were trying to convince me to leave Facebook, which I loved at the time, joining to come.
- ▶ 1:13:30 Paul Adams A lot of us at Intercom are. 3 times in the scene
Brian Balfour: 10 lessons on career, growth, and life
- ▶ 49:16 Brian Balfour Like, I think maybe Intercom had it.
An inside look at Figma’s unique GTM motion | Claire Butler (first GTM hire)
- ▶ 39:28 Claire Butler So one way we did that was I remember we implemented intercom back in the early days, and there were so few users and so few of us that everybody was on intercom all day too. 2 times in the scene
The ultimate guide to JTBD | Bob Moesta (co-creator of the framework)
- ▶ 4:36 Lenny Rachitsky Comments and like folks like Jason Fried, founder of 37 Signals and Des from Intercom came out and just like, I am excited for this episode.
- ▶ 9:06 Bob Moesta And so that's what we mean when we're customer centric is that we're studying the struggling moments they have and that people like Intercom and Basecamp, they look at struggling moments and that, that becomes their roadmap.
- ▶ 20:59 Bob Moesta I mean, that's what Intercom did, right? 6 times in the scene
- ▶ 43:52 Lenny Rachitsky And it sounds like Intercom and Basecamp also are very early jobs to be done adopters.
- ▶ 49:13 Bob Moesta I think intercom is in that one.
- ▶ 1:01:35 Bob Moesta One is the, is Intercom. 3 times in the scene
How to ask the right questions, project confidence, and win over skeptics | Paige Costello (Asana)
- ▶ 1:03 Lenny Rachitsky Before Asana, she was director of product at Intercom, and prior to that, she was a group product manager at Intuit, where she spent five and a half years.
What differentiates the highest-performing product teams | John Cutler (The Beautiful Mess)
- ▶ 14:43 John Cutler One day you're with intercom, then you're with a two person startup, and then you're with like Figma.
Build better products with continuous product discovery | Teresa Torres
- ▶ 29:39 Teresa Torres We have survey tools and, like, Qualaroo, I think, innovated in this space, and then I think Ethneo was a fast follower, but Intercom does this,
How to sell your ideas and rise within your company | Casey Winters, Eventbrite
- ▶ 33:29 Casey Winters Intercom has a really good blog post on this from a while back around their business operations team.