Zendesk

Lenny's Podcast · Aug 21

How Intercom rose from the ashes by betting everything on AI | Eoghan McCabe (founder and CEO)

It had been bought a couple of years earlier and McCabe called it strategically, energetically and culturally dead, which gave Intercom an opening in service.

Lenny's Podcast · Oct 26

What AI means for your product strategy | Paul Adams (CPO of Intercom)

It carries decades of table stakes. Early customers bought Intercom alongside it, and it took years of building basics before customers could swap Zendesk for Intercom.

Tips

• As a startup in an established category, lean into differentiation first▶ 57:40Early customers bought Intercom next to Service Cloud or Zendesk because it lacked the basics, and it took years to build them.

Lenny's Podcast · Oct 22

A step-by-step guide to crafting a sales pitch that wins | April Dunford (author of Sales Pitch)

Used as the example of a better fit for buyers who see service as a cost center. A Help Scout prospect with that view should be disqualified and Zendesk wins that deal.

Tips

• Walk away from poor-fit deals with calm confidence▶ 44:16

Lenny's Podcast · Aug 24

The ultimate guide to JTBD | Bob Moesta (co-creator of the framework)

It felt like too much and too hard to some buyers. Intercom priced against it for the support pathway.

Tips

• Cluster customers by pathways of pushes and pulls, then turn features off▶ 21:25Intercom grew to a valuation over 2 billion.

Lenny's Podcast · Jan 22

How to nail your product positioning | April Dunford (Obviously Awesome)

Help Scout positions itself against Zendesk as the gorilla of the customer service market.