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Des Traynor

12/13/17

@ Y Combinator

Frustrated with communication issues with our users, we added a message feature in our product that allowed users to engage with us directly, which significantly improved user interaction.

Video

Be Wary of Solving a Small, Rare Problem - Des Traynor of Intercom

@ Y Combinator

Be Wary of Solving a Small, Rare Problem - Des Traynor of Intercom

12/13/17

Related Takeaways

Ilya Volodarsky

08/01/19

@ Y Combinator

After launching a feature, I noticed users were frustrated by a confusing button, leading us to fix it, which immediately improved our metrics.

Tikhon Bernstam

09/09/17

@ Y Combinator

We used feedback from our users to improve our product rapidly, which was crucial for our success.

Kevin Hale

07/03/19

@ Y Combinator

We built a strong feedback loop by having the founders handle customer support, which helped us improve the product based on real user needs.

Rick Klau

05/15/13

@ GV (Google Ventures)

I aimed to improve our presence on Twitter, as many users were discussing issues there, and we needed to engage with them directly.

Vidit Aatrey

05/22/19

@ Y Combinator

To stay connected with our users, I personally engage with them on WhatsApp, providing customer support and gathering feedback on new features before launch.

Aravind Srinivas

02/22/25

@ Y Combinator

The first real product we launched was a chat UI that allowed users to converse and retrieve data from a database, which was well-received.

Gustaf Alströmer

12/02/22

@ Y Combinator

Keep users involved throughout the development process by creating communication channels like Slack or WhatsApp groups.

Vidit Aatrey

05/22/19

@ Y Combinator

Our company culture emphasizes user focus; management regularly listens to user calls to understand their challenges and improve our services accordingly.

Paul Copplestone

05/14/25

@ Accel

Listening to user feedback and delivering what they ask for has been crucial to our success, as seen in our launches on platforms like Hacker News.