29: Jeff Gardner on his 8-year journey at Intercom

Episode details

Jeff Gardner of Graphy joins Landon and Kyle to discuss his 8-year journey at Intercom. He chats about the early days of the product (he was employee #4), growing a support team from 1 to 100, launching a developer platform, and more.

Today’s Topics:

• Intercom pricing (and potential IPO?)
• Growing support in lockstep with customer growth
• The evolution of hiring needs as a company scales
• Being remote in a majority in-person company
• Going from "we have an API" to "we are a developer platform"
• Advice for indie developers building on a platform
• Back to the beginning: moving to Graphy
• What is customer success?
• Customers as collaborators on the product journey
• Thinking in trade-offs

Links & Resources:

• Jeff on Twitter: @erskingardner
• Graphy: Data collaboration in a visual, fun and flexible way
• Finite and Infinite Games by James P. Carse