
Intercom’s product principles: Back to the basics
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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The Principle of Keeping It Simple
In the sauce industry, it's common to experience friction between the desire to move forward with the product and the need to tackle narrowly technical dat. We encourage engineers to apply the 20 percent rule: Spend 20 percent of execution time improving existing cold or reducing technical debt as you go. Keeping it simple looks like deliberately choosing to be a technically concern servative company in every decision we make. Ultimately, our goal is to leverage our existing technology to the liver customer value quickly and security, or keep it simple.
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