Disclosure: these beautiful slides were all designed & drawn by the speaker herself <3 Intercom helps companies handle all customer communication in an integrated way. Its growth is impressive - they went from $1M to $50M ARR in just 3 years.  As a startup, the temptation to be everything to everyone is strong. The case is even more so for Intercom who wants to rule over everything CRM.  So what do you do when you’ve heard the same feature requests from customers time and time again? Do you just build the darned thing to appease them?  We’re trained to deeply understand the user’s problem first. But just how far should we go down this rabbit hole, and what results does it yield? In this talk, Cindy shares how her and her team designed and built key features in Intercom’s Respond product. It all began as simple customer requests... that ended up far beyond their origins. ✨ Cindy Chang is a Senior Product Designer at Intercom where she’s on the mission to make business personal. A San Francisco native, Cindy studied at Stanford University and previously worked at companies like Salesforce and Intuit. She’s passionate about designing workshops and blending design thinking methodologies with visual narrative to create meaningful products. On the side, Cindy lives a double life as an aspiring children’s book writer and illustrator.

1. Cindy Chang

2. Senior Product Designer at Intercom
@cindyjchang

5. You Your customer

6. You Your customer

7. You Your customer

21. Hi - Do you have
customer
surveys?
Can you enable
ratings on your
chats?
hello, do you support an
nps style measurement on
intercom
Do you have
any suggestions to measure
whether customers were
satisfied with our response?
Can users who spoke with us receive a last
question, if they were happy with the way they
were helped? Like thumbs up/ down or with smileys
Can we send a message
like "Please click the
emoji that best describes
your support experience”
I want to set up automatic
feedback survey to have
our members rate their
satisfaction with our
support team.
Why is
not possible
to have Users
leave a score for the chat
they just had, 1-10,
smiley or similar...?
How do I activate the option to
rate your response
inside our
Intercom?
Do you have a CSAT
rating feature to
measure customer
satisfaction?

28. Design from first principles
Think big, start small
Ship to learn
Build the team on open and over communication
Design for emotions to win hearts and minds

54. *Other support tools
*

55. *

56. *

94. Design from first principles
Think big, start small
Ship to learn
Build the team on open and over communication
Design for emotions to win hearts and minds

97. @cindyjchang