Sublime

Intercom’s goal is to make business personal, so anywhere we can bring a human touch to the design is fair game for us. Anytime we connect with people – whether it’s a customer or someone that is just interested in us – we want to connect with them on a personal or emotional level.

For example, we print physical books because that’s a more tactile w

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Users. Many people in a company interact with a typical SaaS product (like Slack, Salesforce, Airtable, Asana), whereas only the engineers typically work with API-first companies.

Your goal should be to welcome people into your product in a way that excites them to become lifelong customers. Excitement is achieved through a delightful onboarding experience.

The explosion of generative AI made us pause and consider what was possible now that wasn’t a year ago. We tried many ideas which didn’t really click, eventually discovering the power of turning every feed and job posting into a springboard to:

• Get information faster , e.g. takeaways from a post or learn about the latest from a company.


• Connect the

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